Project Training
Resume:
Sandra West
***** ***** ********** *****, ******, Texas 78747
512-***-**** • aczqyn@r.postjobfree.com • http://www.linkedin.com/in/sandiwest
Professional Summary
My career has been characterized by diverse and increasingly responsible assignments in multiple aspects of operations management, technical training development and delivery, customer service management, business analysis, software testing and analysis, business process analysis, software implementation support, problem solving, organization change management, and project management. I possess a broad range of experience gained from over 14 years of consulting projects in both the public and private sectors.
Professional Experience
Texas Health and Human Services (07/2012 to present)
Training Business Analyst/Consultant – Claims Management Division
Provide project management, project planning, analysis, and resource assistance for Claims Management Division training initiatives.
Point of contact for Claims Management Division with State Medicaid Contract Administrator for Long Term Care projects; ensuring training initiatives and project deliverables are developed, approved and implemented.
Monitor State Medicaid Contract requirements associated with long term care provider training products and services deliverables for compliance.
Research and prepare executive briefings and inquiry responses as needed for state and federal auditors, long-term care providers, and executive leadership.
Define, document and develop business processes and develop business requirements for long term care automated systems.
Compiled, created and maintained complex documentation such as process trees, flow charts, and system specifications.
Worked with project management teams in the software development life cycle framework following the AGILE methodology.
Assist in researching and developing specifications for automated systems.
Participate in Joint Application Development (JAD) sessions.
Develop and review project documentation, including technical requirements, training materials, deliverables, project plans and schedules, and testing scenarios.
Coordinate with IT project technical leads, subject-matter experts, contractor representatives, and other state agency representatives as required to ensure completion of necessary tasks, deliverables, and timelines.
Oversee user test planning to help ensure successful project implementation, including development of test scenarios.
Participate in formal User Acceptance Testing (UAT).
PNC Mortgage, Austin (03/12-06/12)
Contract Training Instructional Designer
Designed and developed high quality instructor-led and web-based technical training curriculum.
Validated content with subject matter experts.
Coordinated development activities with other instructional designers.
VIP Consulting, Austin, Texas (01/12-02/12)
Training Business Analyst, TCEQ (Texas Commission on Environmental Quality)
Reported, tracked, and resolved testing incidents.
Created Train-the-Trainer User Handbook.
Conducted classroom training as needed.
Conducted accessibility testing for internal proprietary software application.
CSC Computer Sciences Corporation, Financial Services, Austin, Texas (06/07–11/11)
Business Analyst, Training and Implementation Consultant, Wells Fargo Mortgage Company
Created and updated BRDs (business requirement documents) to record business solutions for the project, including the documentation of customer needs and expectations
Participated in the training and implementation of comprehensive Default Lending and Loss Mitigation Servicing System (CSC ERLMF Servicing System) in conjunction with LPS/MSP mortgage servicing data systems.
Interacted with secondary underwriting agencies including Fannie, Freddie, FHA, and Portfolio Managers products.
Created and led training of HAMP and Non-HAMP product training seminars to Wells Fargo Staff of 500+ individuals.
Recommended to users, accountable system methods relevant to loans in default, foreclosure, bankruptcy, and REO.
Technical Training and Organization Change Management Lead, U.S. ARMY contract (PD-CNI)
Developed functional, intuitive, and informative course materials using proven instructional design principles.
Worked closely with project SMEs to understand and document business processes necessary to create accurate and timely course materials.
Designed, developed, and maintained web-based training curriculum that measured, evaluated, and reported the effectiveness of training to ensure established goals and objectives.
Developed, and delivered an Organization Change Management program to aid end-user production and support teams in successfully transitioning to new business processes and software tools.
TEK Systems, Austin, Texas (01/07–06/07)
Education Project Manager, CA (Computer Associates)
Developed and maintained project plans and schedules, led weekly project meetings, and tracked project tasks.
Developed status reports and facilitated status meetings with CA resources, the development vendor, and management.
Established the schedule for the project review points and communicated the schedule to all members involved in the project.
Tracked project time and cost data using Clarity software.
Managed the project risk mitigation process as it related to the implementation of newly developed software applications.
Coordinated and scheduled CA pilot and beta teaching engagements, including the availability of hardware and software.
RSIS Consulting, Austin, Texas (08/06–12/06)
Senior Training Consulting Specialist, Department of Labor/Job Corps
Developed, organized, maintained, and delivered all training content for web-based and classroom training.
Researched, developed, edited, and published detailed software training manuals, technical documentation, training tools, and other materials for internal and external distribution.
Delivered training content through Macromedia Breeze software.
Assisted in the conversion of existing content to SCORM-compliant content through Breeze Presenter.
Worked with technical experts to identify current or anticipated software design and implementation problems that could negatively affect document quality or delivery.
3M, Austin, Texas (04/06–08/06)
Business Application Training Lead, E&CB eSolutions Training Group
Designed, developed, and delivered business application software training solutions for internal and external 3M business divisions.
Incorporated ISD (instructional systems design) methodology to conduct formal needs analysis, develop statements of work, and design, develop, deliver, and evaluate training deliverables.
Served as a liaison among stakeholders to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, and information systems as they related to software design and implementation.
Recommended software design solutions to enable the organization to achieve its goals.
Assisted in end-user implementation activities.
USAA, San Antonio, Texas (10/05–01/06)
Project Business Analyst, Business Enterprise Process Engineering
Gathered and analyzed strategy-critical business processes, core activities, and the roles and responsibilities of product managers across the enterprise in a newly centralized marketing group to streamline processes and leverage best business practices.
Compiled, prepared, and maintained complex documentation such as process trees, flow charts, system specifications, feasibility studies, and functional requirements descriptions.
Provided functional and factual analyses related to the design, development, and implementation of software system solutions.
Partnered with senior management to assess organizational priorities, business goals, and processes to determine their impact on the organization.
City of Austin, Austin, Texas (08/04–05/05)
Contract Project Consultant/Training Project Manager
Participated in formal joint application design (JAD) sessions to gather detailed system requirements.
Performed system testing of the application.
Developed business use case scenarios and created test case scenarios.
Developed software application training curriculum for 700 city employees on a large-scale enterprise-proprietary custom software application designed to generate and track the city’s permitting system.
Prepared and delivered routine project status reports for project leadership.
Texas TIERS Project, Austin, Texas (05/02–08/04)
Contract Project Consultant/ Training and Implementation Lead
Supported and managed twenty contract training specialists on the Texas TIERS Project and developed a comprehensive, six-week train-the-trainer program to deliver enterprise software training to 12,000 state employees at the Texas Health and Human Services Commission.
Created formal training, contingency, and communication plan deliverables.
Directed training tasks and deliverables for the implementation of the project’s five pilot offices.
Provided periodic status reports and presentations to project leadership.
Served as a liaison between the internal customers and the Project Management Office for implementation of the TIERS application.
Participated in implementation and end-user support activities.
Collaborated with the client to complete a formal hand-off of required training deliverables.
Created test scripts and conducted formal software application testing.
Guaranty Financial Services, Austin, Texas (08/01–02/02)
Internal Consultant
Conducted cost-benefit analyses for new and proposed financial system software program modifications, methods, and procedures.
Formulated and defined the scope, goals, and objectives for business initiatives.
Assessed and consulted with internal business units analyzing risks and the effects of specific requirements on other business processes and priorities.
Provided functional and factual analysis related to the design, development, and implementation of software system solutions.
Developed technical project plans that specified goals, strategies, schedules, risk identification, contingency plans, and allocation of resources.
Guaranty Bank, Austin, Texas (02/95–08/01)
Director of Technical Training and Documentation, and Customer Support Call Center
Conducted training needs assessments for banking centers and operational support departments, and evaluated the needs of department personnel to coordinate the bank’s annual training program.
Routinely interacted with executive leadership providing SME input and support for highly visible major projects and initiatives.
Led major projects including the design, development, and implementation of initial and on-going training programs for all proprietary teller and new account software applications.
Responsible for resolving high-level and/or escalated issues associated with customers’ accounts, making the necessary decisions to ensure issue resolution was achieved.
Defined system objectives and software design specifications in collaboration with business analysts and project managers.
Represented retail banking centers in joint application design (JAD) sessions to discuss and determine detailed system requirements for implementation of Clarify software application.
Provided functional and factual analysis related to the design, development, and implementation of software system solutions.
As project team leader, oversaw the implementation of a new proprietary teller system software application (BAS) at 140 banking centers in Texas and California, and managed the development and delivery of all training and implementation tasks for the system.
Interacted with system developers to track system development of a proprietary teller system application.
Responsible for the creation of test scripts and conducted formal software application testing as needed.
Translated technical documents into user-friendly training materials and procedural documentation.
Managed technical writing staff responsible for planning, development, and editing of technical processes and procedures and content distributed to internal and external customers.
Designed and implemented new methods, procedures, and systems to improve the processing and flow of information within the company.
Prepared and administered annual department budgets and business plans.
Education and Development
Park University, Parkville, Missouri, Bachelor of Science – Management, Graduated Cum Laude
Human, Applications, and Technical Skills
CRM Systems
Microsoft Office Suite
IBM Rational
Learning Management Systems
MSP/ LPS/Fidelity
Formal Software Testing
Instructional Design
Agile Methodologies
Adobe Acrobat
Project Web Server
Camtasia
Early Resolution Loss Mitigation Fulfillment (ERLMF)
BRD Creation
Interviewing and Hiring
Macromedia Breeze
Macromedia Captivate
Articulate Presenter
CA –Clarify
Curriculum Development and Training Delivery
Organization Change Management
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