Global Program Implementation Manager
Change Management Technology Solutions Organizational Leadership
Performance-focused, full-scope Project Program Implementation and People Manager offering 15+ years’ expertise building global cross-functional, enterprise-wide teams to support the strategic delivery of Talent Management and Human Resource Information System initiatives. A distinctive and inspirational management approach, complimented by solid business acumen, secures significant benefits through effective change and client relationship management.
Additional Competencies: Global Team Building & Management Cloud-Based Technology Enterprise Software Implementation Training & Development Curriculum Design Budget Management Pilot Programs Vendor Management Matrix Management
Key Clients: Comcast IBM Beckman Coulter Blackboard Student Services Department of Defense Hewlett Packard Global Accounts Outsourcing Services Market Star
Project and Change Management Build and manage global enterprise teams to drive IT projects through service delivery transitions, talent management solutions and cloud-based software implementations.
Secured a 3-month contract with IBM to develop a pilot program with graphic design training for hearing impaired adults. Partnered with NY State Department of Vocational Rehabilitation to deploy this forward- thinking initiative that led to four out of six students being hired by IBM.
Spearheaded a new division Beckman Coulter Biomedical Quality Control for Executive Management Learning and Development created eLearning modules for global conversion of a Learning Management System; implemented enterprise software applications and technical services. Virtually managed a team of Technical Writers and Editors to create help desk documentation, communication, training, and change management plans to ensure successful adoption of new processes and systems.
Perform continuous client site visitations to drive project kickoffs, lead user acceptance testing, and initiate training programs and learning solutions for new implementations.
Organize workshops, design instructor guides, user-guides, HTML-based jeopardy games, and new-hire curriculums for Help Desk Associates supporting products after implementation.
Human Capital, Leadership, and Training Establish cross-functional client associate teams by integrating talent management systems with Human Resources Information Systems (HRIS) and third-party vendors.
Supervise, train, and recruit onshore and offshore associates, ranging from 5-60 employees, for each new project.
Manage chosen internal teams, while delivering comprehensive courses for enterprise software programs that include soft skills training, customer relationship management, and executive management.
Lead virtual and in-person meetings and courses for global audiences comprised upwards of 70 stakeholders and/or internal/client subject matter experts; guide all parties towards agreement on future-state processes and system configurations.
Business and Technical Process Partner with Executive Leadership, Legal and Service Delivery Managers to execute implementations, manage training projects, knowledge transfers, and knowledge management initiatives.
• Collaborate with Client Executives/Governance Personnel, Subject Matter Experts, Business Analysts, Solution Architects, and audiences to optimize global business processes that maintain highest levels of system quality.
ADP National Accounts Talent Management Services – Vero Beach, FL 2013–Present
Talent Management Implementation Project Manager (50% Travel)
Oversee the full-scope, complex project management for a portfolio of large-scale national client accounts operating within a 2 to 12+ month life cycle.
Key support to clients for successful deployment, training, and end-user adoption to ensure smooth operational business transitions.
Partner with ADP associates and Data Analysts to identify solutions for both ADP and non-ADP HRIS integrations.
Mentor new-hire onshore and offshore implementation resources through transitions from behind the scenes to client-facing roles; instrumental in increasing average project utilization by pioneering new ways for US-Associates to utilize offshore resource strengths.
CLIENT ACCOMPLISHMENTS (all projects completed on-time and under budget).
Comprehensive Outsourcing Services (COS) Assigned projects three days upon hire; implemented four talent modules for ADP’s COS, while provided continuous service to two additional clients within their National Accounts Services (NAS)
NAS Within six months of hire date stepped into the role of Program Manager for multiple product lines without any technical training. *This crossed three separate divisions of ADP, including Major Account Services (MAS).
DocuTrain Designs – Vero Beach, FL 2003–2013
Global Managing Director (50% - 75% Travel)
Oversaw all business development, client relationship management, program management, and team building. Identified and sold enterprise applications, services, and products by establishing relationships with preferred vendors and staffing agencies.
Recruited/hired/supervised contract instructional Designers/Trainers/Testers and Analysts to configure, validate and deploy systems for roughly 20 client projects ranging from 3 – 24 months in scope.
Identified requirements and implemented systems; worked onsite and virtually using both Agile and Waterfall project methodologies.
Created and administered internal websites to create SharePoint document approval system for signatures/audit; automated student registration process for client courses by creating reusable HTML-based calendar template.
Created global translation processes for documentation and training materials; met regulatory training requirements for all newly deployed enterprise applications.
Performed training/presentation for over 50 onsite technical conventions/tradeshows/company training events, and virtual webinars etc.
o Audiences ranged from 25 to 150 attendees, along with 10,000+ global company end-users, and upwards of 70 students simultaneously (onsite and virtual).
o Drove change management through workshops for successful deployment of new systems and processes.
ADA Web Design standards and instructional design standards for State of Florida Department of Health, and numerous international computer-based training HR divisions.
Project Management Consultant
Instructed organizations in Agile Methodology, Microsoft Project, and basic PMP best practices; directed projects by shadowing and advising internal Project Managers.
Optimized business efficiency of projects ranging from $50K to $250M in annual revenue by spearheading enterprise software recommendations and guiding clients through the RFP process.
Reviewed current business processes with client and third-party vendors on optimization and tool capabilities; hired teams to complete documentation and technical writing.
Led change management workshops with graphic and website design recommendations and instruction.
Training, Program Development and Delivery Consultant
Designed compelling print and online learning materials, as well as high-impact curriculums through ADDIE Model, Section 508 Compliance, SCORM, and Bloom Taxonomy for global training rollouts with multiple Fortune 500/1000 clients and numerous small to medium businesses.
Developed material and delivered courses to audiences with up to 50 attendees; presented new product offerings (Intel Processor and Adobe Creative Suite) at IT Trade shows.
Notable Client Projects
Blackboard Student Services - Learning and Development Consultant 2011–2012
Rendered hands-on guidance to employees by developing a “train-the-trainer” curriculum.
Software programs included PeopleSoft College financials, Blackboard student services, financial aid procedures, and Blackboard Site Administrator courses for employees.
Hewlett Packard Senior Program Manager 2007–2012
Oversaw 5-20 business unit Project Managers for fifteen new global outsourcing accounts valued greater than $250M.
Assigned to Fortune 1000 “at-risk” clients managed internal transition teams while negotiating with cross functional business unit leadership on future-state ITIL and Governance processes.
Partnered with executive management, legal, and service delivery managers to ensure acceptance criteria were met to obtain client signoffs from all business units for go-lives; met daily during 6-month transition period.
Facilitated global meetings and maximized capabilities of 40 to 65 global SMEs from HP and clients; met tight deadlines and stressed the importance of accurately documenting processes.
Key Project Accomplishments:
Instrumental in compressing 250 global service desks into 8 regional service desks.
Developed internal Document
Control System with versioning and electronic signatures using SharePoint Designer; granted client permissions to use system and ensure FDA compliance.
EMEA Europe 2007–2008
Startup Manager Jan ‘07-May’07 Regional Manager – June ’07-July ‘08 (100% Travel)
Built team of 70+ trainers to support global implementation of a new point-of-sale systems to ensure the readiness of military commissaries.
Co-developed all “Train-the-Trainer” curriculum, materials and workshops at Lee Air Force Base; as well as new hire training for IBM help desk employees to support the new system.
o Led junior and senior trainers through a 3-week intensive program covering products and the culture of their audience; trainers shadowed senior agents to prepare them for the field.
Developed an in-depth 100+ page “Trainer Guide,” and hand-coded/designed an HTML-based Jeopardy that replaced online quizzes with assessments.
Rewrote 1000+-page end user manual within 40 days.
EMEA Regional Manager
• Presented kickoff presentation and collaborated with store director to schedule employees for required e-learning modules, while still maintaining operational coverage and customer support.
o All commissaries remained open through the 2-3-week conversion, with ‘business as usual.’
o Evaluated and issued Post go-live certifications for more than 150 employees on each location, including pre-implementation, on-the-job training, and post one-week post-go-live support
• Adeptly managed 8-15 trainers at each domestic and European location.
ADDITIONAL CAREER BACKGROUND
Computer Land – Dallas, TX
Outside Sales – Medium to large businesses (3 years)
Computer Learning Institute – Lake Ronkonkoma, NY
Co-Owner Training Manager Project Manager Microsoft Project Consultant
Eastern Florida State College (formerly Brevard Community College) – Melbourne, FL
Sign Language Interpreter and Tutor for Hearing-Impaired Adult Students (Employee of the Year)
Indian River State College – Fort Pierce, FL
Sign Language Interpreter and Tutor for Hearing-Impaired Adult Students
Bachelor of Science: Career and Technical Adult Education, Minor in Computer Science Networking and Security
(GPA: 3.7 ~ Honors Program ~ Dean’s and President’s Lists)
University of Central Florida – Orlando, FL
Project Management Professional (PMP): In-progress
Cisco Certified Network Administrator (CCNA) Vocational Instructor
Certified Internet Webmaster (CIW) Instructor
Adobe Creative Suite (Acrobat Breeze Captivate Dreamweaver Flash GoLive
Illustrator InDesign Ovation Photoshop PageMaker Presenter Robohelp, Soundbooth)
Microsoft Office Suite (Word Excel PowerPoint Outlook)
Microsoft (SharePoint, Access, FrontPage, and Project)
HRIS Integrations (Workforce Now, Lawson, PeopleSoft, Enterprise, and HRB)
ACT CSS Active Directory Communicator Exchange Server Articulate Storyline
Blackboard Learn Cornerstone On-Demand Camtasia Studio
Enovia V6 Product Lifecycle Management System FileNet HelpMagician Pro Remedy
HP Service Manager Lotus Notes MadCap Flare MasterControl Novell 2.0 Oracle
Passport 8.0 PeopleSoft Financials QuarkXPress Salesforce TimeSlips
Cisco Routing and Switching (CCNA) Windows Server (NT XP Vista 7 8) Mac 8) HTML/XML