INFORMATION COMMUNICATION TECHNOLOGY (ICT), INTERNATIONAL DEVELOPMENT, EDUCATION AND TRAINING SPECIALIST

An Information Communication Technology (ICT) professional with over 10 years of experience leading, planning, systems analysis and design (database), knowledge management, system integration, education/training (e-learning) facilitation, data analysis, helpdesk support, and coordinating technology-related strategic planning, technical support services including resources and human capital development both domestically and overseas. The keen ability to leverage innovative ICT solutions in the decision-making process to enhance programmatic operations and increase productivity.

A results-oriented, customer service-centered leader and Trainer of Trainers (ToT) that incorporates ICT solutions to solve problems in the areas of international development, education, ESOL teaching/training, and curriculum design in Science, Technology, Engineering, and Mathematics (STEM) for teacher training and university courses.

A project manager with experience developing work plans, standard operating procedures (SOPs), policy design, hardware and software acquisitions, database and knowledge solutions and management (web contents update), and successfully implementing sustainable ICT initiatives.

An astute leader with effective interpersonal communication skills who values and recognizes diversity, and inclusion, empowers staff, and encourages critical thinking to harness brain trust that can identify problems and work cohesively to implement solutions. A manager that supports a collegial, respectful, and humane work environment for all staff reflective of the organization's core values. The ability to effectively collaborate with internal and external stakeholders, service providers; and customers to adeptly serve in a liaison role.

PROFESSIONAL EXPERIENCE

Teacher – Life Skills ESOL Program Jan 2023 - Present

CASA In ACTION, Multicultural Center, Hyattsville, MD 12+ hours/week

Coordinator: Edwin Mejia, 240-***-****, ad12c2@r.postjobfree.com, may be contacted.

●Developing, designing, and implementing weekly lesson plans, facilitating classroom instructions and management for 40 adult ESOL (level 2A, 3A and 3B) learners.

●Develop and manage instructional content on Google Drive and Remind platforms.

●Volunteered – Washington Education Center (WEC) – ESOL Teacher (level 4B)

Systems Engineer Senior Apr 2021 Sept 2022 General Dynamics Information Technology, Washington, DC, USA 40+ hours/week

Manager: Earl G Wilkerson, 240-***-****, ad12c2@r.postjobfree.com, may be contacted.

●Provided Tier I customer support for Judiciary Electronics Travel Systems (JETS) user security administration, including the setup, removal, and modification of user login accounts; provided Tier II customer support, research, review, and resolve requests and tasks escalated from Tier I, correct inaccurate data issues and provide guidance to Tier I staff; served as a liaison with the Tier III Support Team and system development teams as required to record and resolve software defects.

●Worked with the JETS team to roll out their system application by conducting critical tests (e.g. event planning; scenario development; environment design; data development script; and deployment).

●Also, in support of JETS, I prepared after-action reviews; provided severity code recommendations for identified defects/problem areas; developed training products for users to support technical and functional training (i.e. job aids, Jira notes, and updates, electronic learning modules, and procedure guides); reviewed help desk trends to recommend additional training assisted in the review of training materials created by the SDSO Training Division.

Select Accomplishments

●Reviewed and updated the JETS Security Administration SOP and authored nine knowledge solutions/articles for critical functional areas within the JETS and HEAT ticketing applications that assured auditors that the organization complied.

●Finalized and managed regular updates of knowledge articles on the SharePoint platform to edify readers ensuring that new users were able to immediately acquire the requisite skills to fully operate thereby increasing organizational efficiency.

●Ensured company security requirements were met through the completion of 10 online training courses for the JETS application and Learning Management System.

IT - Office Operations Supervisor Mar 2020 – Nov 2020 US Department of Commerce - US 2020 Census Bureau, Washington, DC, USA 40+ hours/week

Manager: Rikita S. Carter, 202-***-****, ad12c2@r.postjobfree.com, may be contacted.

●Compiled/resolved incident tickets in Decennial Remedy; performed troubleshooting steps for reported incidents (login support, office/mobile hardware, software, WiFi support, etc.); and submitted/resolved service requests (entrance tickets, software, hardware requests, etc.)

●Managed the team’s workload through the assignment of incident and service request tickets.

●Provided hardware configuration, setups, maintenance, and support for all requisite equipment and coordinated the management of these assets to maintain inventory.

●Participated in IT emergency response activities.

Select Accomplishments

●Obtained a promotion as a supervisor for a team of 6 IT Support Clerks in the DC Area Census Office (ACO), which provided IT services to staff census supervisors, and enumerators.

●Completed a month-long online training in 15 plus Citrix Desktop Director systems and was awarded certificates that enabled me to facilitate training for six IT Support Clerks and helped to fast-track their onboarding time.

●Designed an inventory system for asset management (receiving, shipping, maintaining custody, decommissioning), tracking the daily distribution, and reporting process which helped to streamline the inventory management process.

●Maintained Field Infrastructure (LAN, Telecommunication, Multi-function printers, MS Office, Voicemail, Troubleshooting) that improved staff communications and productivity.

Engineering Education Manager and Contract Faculty Aug 2011—Jul 2017

RTI International, Research Triangle Park, NC, USA / Monrovia, Liberia 40+ hours/week

Supervisor: Nicole Jacobs, 919-***-****, ad12c2@r.postjobfree.com, may be contacted.

●Provided technical consultation to University of Liberia administration, College of Engineering dean, faculty, staff, and students through multi-year, USD$22.5m USAID-funded Excellence in Higher Education for Liberian Development Project (EHELD). Community development through a concerted education program

●Spearheaded the review and revision of curriculum, course syllabi, data analysis, and contents design, local collaborations managed eight members of the international contract faculty team, taught courses, mentored and advised students.

●Supervised and reviewed the performance of six local staff members, the procurement of technology and laboratory equipment, small and mid-size contracts/ agreements coordination, work planning management, prepared weekly/quarterly reports, facilitated presentations of quarterly updates, open house, and annual project reports to pertinent partners and national stakeholders.

Select Accomplishments

●Reviewed and revised the College of Engineering curriculum in collaboration with the local faculty members, industry professionals, employers, and local stakeholders following national and international engineering academic curriculum standards and added ten new engineering academic and service laboratories to enhance teaching and student learning which helped to increase students’ graduation rate from 15 to 65 students per department and on-time.

●Initiated and led faculty orientation meetings to discuss lessons-learned, standard syllabi, lesson plans, and best teaching practices, instructed and designed study guides for Introduction to Computer, Engineering Orientation, Computer Application for Engineers, and Technical Report Writing for Engineers, and taught hundreds of students over five years. Also, facilitated short courses for approximately 350 participants (students and teachers) in gender education, career planning, computer literacy, data analysis (SPSS), ToT, and classroom management, all of which supported the end project’s deliverables resulting in a successful outcome.

ICT Teacher/Trainer Jan 2011—Jul 2011

The United States Peace Corps Volunteer, Washington, DC, U.S.A./ Liberia ‘11 and Ghana ‘04 - ‘07 50 hours/week

Supervisor: Craig Davis, 919-***-****, ad12c2@r.postjobfree.com, may be contacted.

●Was recruited by Peace Corps Headquarters to return as a subject matter expert to provide ICT Education and training services to the Government of Liberia for their teacher training program.

●Provided a comprehensive instructional ICT program to include teaching and training, support for curriculum revision, and the procurement of ICT equipment and materials for standardization and to render this program viable, functional, and effective.

●Provided technical support for hardware and network devices acquisitions, installations, and troubleshooting including knowledge skills transfer for local staff.

●Served as regional Peace Corps Volunteers – Peer Support and Diversity Coordinator and emergency contact person and supported the quarterly ToT for all in-service volunteers and local staff to verify their welfare, and ensure volunteer success.

Select Accomplishments

●Facilitated diversity training sessions for volunteers and local staff during pre-service and in-service training sessions (part of the PC curriculum) that were essential to volunteer success over their two-year term and completion of their contract.

●Completed the review and revision of the curriculum for teacher trainees and in-service teachers to include computer education, facilitated basic computer education to teacher trainees and staff of over 175 participants weekly which improved teachers' and student-level computer literacy skills.

●Trained four local staff in technical hardware, software specification, acquisition, setups, installations, and maintenance to ensure sustainability and continuity of operations to date.

●As a supplemental community project stimulated local youth and adult participation in primary computer education and facilitated weekend classes for approximately 300 participants. An instrumental achievement for participants in the certificate program for three cohorts of community youth and adult learners in basic computer hardware and software, and HTML (Web Design) training.

ICT Specialist/Trainer Jun 2009—Dec 2010

United Nations Integrated Mission (UNMIT), Dili, Timor-Leste 40+ hours/week

Supervisor: Alexandra Covarrubias, 212-***-****, ad12c2@r.postjobfree.com, may/may not be contacted.

●Collaborated and developed training materials for Microsoft Office Suite applications and trained a cross-section of United Nations Mission staff in the country.

●Planned and communicated long and short-term training modules to supervisor and colleagues.

●Provided hardware and software (design and troubleshooting) support across several departments.

Select Accomplishments

●Provided comprehensive ICT ToT (10 trainers) within the training department that prepared them to provide basic IT training to other staff members that improved usage and productivity by users.

●Facilitated monthly training for 10-15 newly arrived UN police and military officers in field radio communication and safety procedures critical to the Peace-Keeping mission.

●Designed and facilitated weekly computer training for about 150 UN Mission staff in MS Office Suite, Lotus Notes, and HTML, and provided computer network support to effectively carry out their day-to-day responsibilities.

●Increased the diversity of trainees, both local and international participants, from 20 to 100 weekly enrollment in ICT training courses to ensure the inclusion of local voices.

●Conducted a quarterly survey (for monitoring and evaluating purposes) of participants' lessons learned and satisfactory outcomes with the training program and contents to evaluate progress and implement improvements.

System Analyst & Audio/Visual Coordinator Sep 2007—Jun 2009

Howard University - School of Law, Washington, DC 40 hours/week

Director: Frank King, 202-***-****, ad12c2@r.postjobfree.com, may be contacted

●Identified computer hardware, software, and audiovisual (A/V) technologies in collaboration with vendors to facilitate classroom teaching and provide training for faculty members.

●Assisted IT Director in the development and implementation of strategies to integrate new and emerging technology into academic instruction and services.

Select Accomplishments

●Increased A/V technologies (LCD) - including instructor and student interactive software - from two to seven expanding availability and opportunities for enrolled students.

●Liaised with IT service providers for technical specification, acquisition and deployment of new hardware and software, teaching, and training on new technologies, including audio/video and interactive learning management system, enhancing the classroom experience.

Adjunct Faculty Aug 2000—Dec 2010

University of Maryland Global Campus, Adelphi, MD 12 hours/week

Director: Janet Zimmer, 240-***-****, ad12c2@r.postjobfree.com, may/may not be contacted/retired

●Provided Information Management System (IMS) course instructions for 3rd and 4th-year University of Maryland Global Campus students, lesson planning, instructions, mentored students, managed classrooms, and supported the students’ learning process.

Select Accomplishments

●Edited instructional contents, created lesson plans and syllabi, and instructed computer-related courses to upper students in Business Data Communication and Networking, Software and Hardware Concepts, Information Systems in Organizations, Information Security and E-Commerce, Office Automation, and Enterprise Network Management to ensure they were accurate, comprehensive and up to date.

●Served as mentor to two new faculty members and assisted with unique teaching and learning technology for several faculty members to increase access to professional development opportunities.

CERTIFICATION

●BuildWithin/SkillBuild A+ - CompTIA A+ Core 1 - Certification – September 2023

●MCAEL – Adult Education Program – English for Speakers of Other Languages (ESOL) Certificate – June 2023

●GDIT and US Courts Administration Office – ELM Certificates of Achievement for best practices and security procedures – April – 2021

●Department of Commerce – 2020 Census - Decennial Remedy Online Training certifications, March 2020

●Advanced Training, Melbourne, Australia – Customized Microsoft Certified Application Specialist (MCAS) Applications Training in MS Office 2007/2010 (MS Word, Excel, PowerPoint, Access, and MS Project (2010).

EDUCATION

M.Sc., Applied Computer System Management, University of Global Campus, College Park, MD

BBA, Computer-Based Information Systems, Howard University, Washington, DC

SKILLS

Computer: Programming Languages (C, JavaScript, HTML, CSS, SPSS, SAS), and Networking. Programs/Applications (Microsoft Windows and Apple Mac (O/S platforms), Microsoft Office Suites/360/365/SharePoint, Team), Google documents, Jira, Slack, ChatGPT, CANVA, etc.

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