KATHY A. SMITH

Certified Scrum Master & ITIL

Germantown, MD 831-***-**** ad186x@r.postjobfree.com

https://www.linkedin.com/in/kathy-smith-33b4953a/

Education/Certifications

Certified Scrum Master (Scrum Alliance) April 2023

Project Management Professional Certification (Towson University) June 2023

ITIL Foundations v3 Certified (Exin) 2015

HDI Certified (Customer Service Representative) 2015

Adult and Pediatric First Aid/CPR/AED Certified (American Red Cross) February 2023

Modern Classroom Certified Trainer (MCCT)

Multifaceted Certified Scrum Master and ITIL Foundations Certified, Training & Development Manager. Excel in assessing the needs of clients including Wells Fargo, the United States Department of Defense - Defense Language Institute (DLI), and the United States Food & Drug Administration to develop highly-effective training programs. Leverage leadership, communication, critical thinking, decision-making, time management, and problem-solving skills to thrive in challenging settings.

Professional Experience

Artemis Consulting/Library of Congress Washington, DC

Communications Analyst/Trainer August 2023 - Current

●Work with the client to develop communications content for distribution across the enterprise using multiple channels (Newsletters, Web Content, Podcasts, etc.).

●Become proficient in newly implemented systems and provide training and coaching to users.

●Respond to user requests for assistance in use of the new platforms.

●Provide small user group training sessions in a virtual environment and in person on client site.

●Change Management team on User Acceptance Testing (UAT) for software upgrade.

Campaign for Tobacco-Free Kids Washington, DC

Training & Onboarding Manager January 2021 – February 2023

●Serve in a client-facing role, leading the operations of large statewide training initiatives to achieve client goals for US and International.

●Managed SharePoint/OneDrive 365 companywide migration for 300 users, including working with Executive committee for scheduling, identifying data to be migrated, creating training material and deliver in-person and virtual training for SharePoint and OneDrive.

●Deliver in-person and remote/virtual training programs using Microsoft Teams and Zoom to geographically dispersed personnel.

●Oversee training project team—including curriculum developers, trainers, coordinators, and data analysts—to successfully deliver training activities and meet project objectives.

●Developed the onboarding and training of new hires and existing staff and faculty to ensure program objectives were achieved.

Digital Risk/Wells Fargo Washington, DC

Lead Trainer June 2020 - January 2021

●Surpassed company expectations by facilitating the remote/virtual training of for all new employees using Skype.

●Delivered skills-based, process, and customer service training, developed refresher courses, and updated modules to address system enhancements/changes in a rapidly changing industry.

●Created on-demand training modules and online materials to meet the needs of employees working on various shifts.

CTEC/Department of Labor (DOL) Monterey, CA

Employment Transition Facilitator December 2019 - June 2020

●Traveled to different military bases to provide career counseling for service members transitioning out of the military.

●Delivered formal employment workshops and career technical training for up to 50 participants in a classroom setting.

●Met the needs of service members and spouses by providing career advice to facilitate the transition to the civilian workforce.

22nd Century/Department of Defense - Defense Language Institute (DLI) Monterey, CA

Trainer/Scrum Master January 2017 - November 2019

●Managed the training of over 3,500 globally dispersed staff and faculty, including both online and instructor-led classroom curricula and online videos for remote/virtual instruction.

●Work with developers and engineers to become the subject matter expert, through the application development lifecycle, integrating end-user training into lifecycle.

●Lead cross-functional team for Office 365 companywide migration/implementation for 3,500 (staff, faculty & students) including working with Mac, Windows and Microsoft engineers and developers.

●Facilitated/managed day-to-day operations of and resolved complex issues to meet project objectives including spearheading the Microsoft Office 365 migration and new MacBook/iPad distribution for over 3,500 users.

●Ensured that team-risk, impediments and blockers were identified, communicated and resolved.

Equinoxys/Food & Drug Administration (FDA) Silver Spring, MD

Senior Training Specialist January 2016 - December 2016

●Customized an e-learning Oracle Financials course tailored to meet the client’s needs by providing reality-based scenarios, interactives, and simulations.

●Designed instructor-led training (ILT) courses to cover technical, operational, and financial issues in both one-on-one and group classroom settings.

●Conducted extensive research and developed job aids, online training curriculum, and presentations for the Budget Execution program.

●Realigned training material in response to changing program priorities and regulatory policy/procedural modifications in a rapidly changing environment.

ActioNet/Department of Energy (DOE) Germantown, MD

Service Desk Training Manager March 2014 - December 2015

●Created and executed strategic employee training/development plan for help desk personnel to improve customer service experience, including coaching /training technicians to improve performance.

●Coordinated with vendors to secure ITIL v3, Security + and HDI certifications for over 200 Tier 1- 3 technicians and achieved a 100% pass rate, which improved helpdesk response times by 80%.

●Incident management resolution and root cause analysis, ensuring timely response to increase best customer impact and implemented service level agreements (SLAs) to clarify commitments between a service provider and clients.

Fulcrum IT Services for the Department of Health & Human Services Washington, DC

Lead IT Instructor February 2008 - March 2014

●Served as the lead instructor, SharePoint Administrator and Helpdesk Manager in a dynamic and fast-paced 24/7 public health and medical emergency response operations center.

●Applied technical skills to perform the duties of a WebE0C Administrator and delivered incident and event training in a classroom setting for up to 30 students.

●Identified training gaps and designed emergency/disaster preparedness courses to ensure personnel were prepared to respond in crisis situations.

●Developed job aids, learning activities, and quizzes to evaluate staff and assisted management by serving as a subject-matter-expert in writing performance work statements and statements of work/objectives.

Core Competencies

Project Management, Agile Practice, Training & Development, Learning Management System (LMS), Cross Functional Team Facilitation, Sprint Planning and Retrospective Meetings, Conflict Resolution, Facilitating the Scrum Process, Coaching and Mentorship, Communication and Facilitation, Team Building, Adaptability, Analytical Skills, Organizational Skills, Servant Leader, and Removing Impediments.

Technical Skills

Microsoft Office 365 (SharePoint, Teams, Forms, OneDrive, OneNote), Survey Monkey, Sakai 11 (LMS), TalentLMS, Cornerstone OnDemand, Adobe Captivate, Loom, Kahoot, AirServer, Ivanti Service Desk, Microsoft Azure, macOS, Windows 10, Confluence Wiki, Blackboard Collaborate/Ultra, Service Now, JIRA, GoToMeeting, Citrix Workplace, Desktop Director, Cisco VOIP Phones, VDI, WebEx, Zoom (Webinars, Phones, Conferences), Ivanti Web-Desk, VPN, Remote Desktop, VTC, Crestron, Snag-It, PeopleSoft.

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