Customer Support Instructional Designer

Stephen Herdman

**************@*****.***

phone: 617-***-****

SUMMARY OF QUALIFICATIONS

Expertise in managing all aspects of design, development, and delivery of Global Training programs

Experienced in establishing and growing Employee Learning Programs

Practiced in initiating and progressing a strategic vision and Corporate Learning Strategy

Proven track record as a leader, manager, and mentor - three time Tell Dell Rockstar award winner

Veteran consultant experienced interfacing with all levels of personnel across several industries

Experienced in Agile Methodology

History of growing businesses and exceeding financial goals

Solution provider for complex strategic challenges

Experienced with methodologies/protocols (ADDIE, Bloom’s Taxonomy, SCORM), multi-modalities (LMS, CMS, Articulate360, Xyleme, Camtasia, Zoom, MS Office, Distance Learning), varied audiences (IT, Engineering, HR, Pharma/Healthcare, Sales, Services/Support)

EMPLOYMENT EXPERIENCE

Nov 23 – Current

Instructional Designer/Learning Consultant (Contract) Verus Consulting (Cisco)

Advise Leadership on best practices and processes in Learning and Development

Design, manage, and build training assets to meet business objectives

Apr 23 – June 23

Learning and Development Advisor (Contract) Taqtile, Remote

Wrote White Paper on the opportunity for using Augmented Reality as an effective training solution

Advised Leadership on Learning and Development market and outlined product solution

Sept 17 – Sept 22

Director Education Services Dell, Remote, MA

Directed global team that designed, developed, and delivered training to internal Dell users (Customer Support, Services, Engineering, IT, etc.), external customers and partners.

Experience managing Agile teams. LMS, multiple development tools (Articulate, Xyleme, Camtasia, Zoom, Distance Learning, etc.), and management tools (MS Teams, SharePoint, Workday, Smartsheet, etc.)

Led several cross-functional, strategic programs driving operational efficiency across the organization.

Interfaced with Senior Executives to develop strategic plans to assist in moving their business forward.

Managed a team of 15-25 including FTEs, contractors, interns and vendors.

Named as an Aspire Mentor Leadership Circle mentor for aspiring leaders.

Feb 11 – Sept 17

Director Education Services EMC, Milford, MA

Support the training needs of 20,000+ EMC employees (including Customer Support, Engineering, and IT).

Increased revenue by over 100%.

Lead execution of wide spectrum of training packages, from point solutions to long-term programs.

Feb 05 – Feb 11

Director Educational Services Phase Forward, Waltham, MA

Managed a global team of instructors, course developers, and coordinators responsible for training medical professionals in clinical/pharma arena.

Led the development of an internal Learning Management System that supported 50 online courses for over 100,000 users.

Increased yearly online training users over 1000% from 2005 to 2009 and grew training revenue over 100%.

Built organization from nascent stage to fully realized, stable status.

Represented the Educational Services organization internally and externally in sales engagements, client escalation calls, conference presentations, etc.

EDUUCATION

Bachelor of Arts, English

Framingham State College, MA

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