PROFILE

Managed both Content Management & Knowledge Management systems. I have vast experience in running the day to day operations of an LMS (LCMS), development of online training course utilizing built in content development tools. Also provide troubleshooting, development, and management reporting functionality support. A creative Training Specialist with particular expertise in the design and implementation of effective eLearning and Instructor Lead materials utilizing a broad range of technology. I consistently demonstrate the ability to effectively facilitate training programs in a classroom, one on one, or virtual environment. Develop benchmark tools to monitor quality and effectiveness of training to meet objectives.

TECHNOLOGY

KCS Foundations, KCS Principles, KCS Coach, ITIL Foundations, use of built-in Online Authoring Development tool (via LCMS), Captivate, SharePoint, Acrobat, Photoshop, Nuance (PDF editor), Windows 7 / 8 / 10 experience, iVanti (HEAT) system, advanced MS Office Suite experience

PROFESSIONAL EXPERIENCE

Canon Solutions America, Melville, NY 2016 - 2020

Sr. Knowledge Management Specialist

Facilitate a means for timely access to relevant knowledge for employees and customers. Enhance the knowledge environment by capturing and developing knowledge as a divisional asset, and fostering a culture that embraces learning, sharing, and collaboration. Directly involved with content improvement and maintenance. Develop documentation and training as well as tool and process development.

Highlights:

Responsible for important program components of extensive complexity and scope.

Possesses and applies a broad knowledge of principles, practices and procedures of Knowledge Management.

Reviews, revises and approves article content based on CSA Knowledge Management standards and procedures.

Managed the creation of customer facing content for self-service portal.

Leads the creation, maintenance and distribution of CSA Knowledge Management documentation.

Participates in the maintenance and quality assurance of the CSA Knowledge Base.

Leads coordination, development and delivery of Knowledge Management training.

Participates in design, change management and continual improvement of Knowledge Management process, tools and metrics.

Participates in development, maintenance and distribution of metrics supporting CSA Process Performance, Operational, Line of Business and Corporate Strategic Business Trends.

Expert resource, participates in direction and planning.

Performs varied duties and assignments involving some judgment.

Resolves routine questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required.

Knows and applies fundamental concepts and best practices of Knowledge Management

Experience in creation of documentation and delivery of training

Demonstrated ability to lead inter-departmental project groups

Excellent communicator, both verbal and written skills

Must demonstrate strong skills in Microsoft Office

Must demonstrate a high degree of organizational and analytical thinking

Possesses and applies an expert level understanding of principles, practices and procedures of Knowledge Management.

EmblemHealth, New York, NY 2010 - 2016

Senior Communications Specialist/Content Manager – Operations Quality Training

Facilitate and disseminate information timely and accurately throughout the enterprise via the enterprise search engine. Work in a team environment to maintain and enhance enterprise-wide search engine content to ensure swift and accurate queries. Manage departmental policies, procedures, and training material documents. Use a variety of performance improvement tools and techniques to facilitate the transfer of information and knowledge throughout the organization.

Highlights:

Content Manager

Develop online course material via Adobe Articulate and the use of Microsoft PowerPoint

Conduct both Instructor Lead Training (ILT) and Webinar classes

Document policies, procedures, and work flows following corporate design methodology.

Assist both Customer Service and Claims Operations as necessary.

Consult with departments to improve communication and timely dissemination of information and or related documents.

Identify deficiencies with content and offer solutions including development of formal training classes, designing self-study programs, and developing performance support tools.

Utilize technology to support knowledge management and organizational learning.

WEIGHT WATCHERS, INTERNATIONAL, Jericho, NY 2006 - 2010

LMS Manager & eLearning Designer - Corporate Training Department

Ran and managed the day to day operations of LMS (LCMS) as well as development of eLearning training material. Created training solutions by integrating Flash elements & interactive components, developed within authoring tool, to provide an online learning environment conducive to learning and retention of learning. Provided training to National Trainers, Training Managers, and District Managers for LMS & Webinars.

Highlights:

Managed entire LMS, including the building of data input and reporting hierarchy for usage reports used by field & corporate management.

Collaborated with 3rd party vendor in the development and deployment of discriminatory harassment course.

Developed in-house online training courses and modules that were delivered to learners.

Utilized Flash elements, interactive components to further enrich the learning experience and engage the learner; instrumental in determining training needs and facilitated the implementation and delivery of training in the field, providing top-level support for LMS/LCMS.

Closely worked with Director of Training, Training Managers, & National Trainers in the development, deployment, and scheduling of Webinar training modules.

CJS ENTERPRISES, INC., Shirley, NY 2001-2005

Principal Owner

Co-Founder

Web site creation business, parent company of CJS Web Works, which specializes in creating web sites and a web presence for small businesses.

TowneDigest.com, subsidiary of CJS Enterprises, which provides an online directory for small businesses.

ADECCO, Melville, NY 2005 - 2006

Senior Web Developer / Training Specialist 1995 - 2000

Manage web design, training software development and related implementation activities. Created blended training solutions integrating technology and classroom components. Coordinated & participated in the installation, training, implementation, and maintenance of field automation systems to meet user requirements. I also provided direction and guidance to corporate and field management to determine the most efficient use of human resources while working under general supervision.

Highlights:

Instrumental in determining training needs and facilitated the implementation and delivery of training in the field, Business Service Centers and at Corporate, for transition to new systems.

Managed both field and corporate trainers while in a supervisory role.

Performed classroom, one-on-one and telephone training sessions throughout the country.

Provided onsite support and follow up support/training on new systems and after the systems had been fully deployed.

Senior Training Specialist used to train new trainers; created training documentation (user manuals, train the trainer) utilized by both corporate and field staff.

Monitored quality and effectiveness of training and recommended revisions/modifications through implementation to the field; analyzed and developed web site and training software specifications; provided technical leadership, strategic planning administration of Intranet sites and training software applications; conducted training on web site usage via phone and live demonstrations.

Supported the design, development, delivery, implementation, and evaluation of classroom delivered programs.

EDUCATION

B.S., Information Technology, University of Phoenix (Distance) 2005

Bachelor of Science – Information Technology

HDI Certified Coach

Programming and Operations Certificate, Control Data Institute, Mineola, NY,

Queens College, C.U.N.Y., Queens, NY

REFERENCES

Available upon request

Contact this candidate