Software Trainer

Safia H Siad

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

Alexandria, VA

Clearance: DoD Secret (Active)

Travel: 100%

Skills & Knowledge

Software Training

Implementation

Facilitate/Teaching

Consulting

Business Analyst

Change Management

Call Center Trainer

UAT

Adult learning styles

Change Management

Key Characteristics

Client Focused Skills

Engaging Presentation

Skills

Quick Learner

Analytical/Critical Thinking

Detailed oriented Technically & Organizationally

Ability to Translate Technical Terms in to Layman’s Term

Intellectual Curiosity

Solution Focused

Troubleshooting Technical & Non-Technical Challenges

Problem Solving

Software Testing

Concise Presentation & Communication Skills

Flexible

Enthusiastic about educating and helping others

Validate user’s experiences and their right to their own perspective

Able to adjust priorities and training to meet training needs

Ability to learn new technologies

Proven ability to quickly learn all aspects of software

Blended effective learning theories/Strategies

Agile

Aptitude for understanding technical process and concepts

Office Productivity Tools:

Service Now

WebEx/Adobe Connect

Documentum

Go To Meeting/Zoom

Camtasia/Captivate

MS Office

Concur (Travel & Expense)

SharePoint

PeopleSoft

SAP

LMS

Success Factor SAP

Confluence

IQ

POS

PeopleSoft

Microsoft Dynamics

Salesforce

Star LIMS

CRM

JIRA

Confluence

SIS (Student Sys Info)

Electronic Health Records

Biometric Software

Objective:

To find an organization that values a proven Trainer with dedication to meet client needs. 20+ years of experience in software training and client support. With emphasis on delivering effective and sustainable training. Proven ability to create innovative training solutions.

Skills Summary:

Ability to conduct “Train the Trainer” and Onboarding staff

Advocated for clients by keeping their voice in mind

Proven ability to learn technical software and business process

Continues growth of technical and functional skill set

Conduced Change Management sessions geared toward clients moving from legacy to new systems

Professional Experience:

November 2019 – September 2020 DRGC/DoD Alexandria, VA Program Manager/Senior Training Specialist IV (Short Term Contract)

Updated, advised and met with leadership on training programs

SME for the agency’s enterprise LMS application

Conducted Training for thirteen departments of DoD agency

Created, edited and updated all training documentation in the enterprise

Met with leadership and stakeholders to advice on training programs

Febuary 2019- August 2019 Acuity Inc/State Department Washington, DC

Lead Training SME (Contract)

●Collaborate with business analyst and developer’s daily

●Wrote Test script and conducted User Interface Testing

●Interpreted customer business process into technical documents

●Effectively communicated the bureau’s message to clients

April 2018- November 2018 Serco/DoD Arlington, VA

Training Specialist (Contract)

●Conducted PeopleSoft training government users at OCONUS locations

●Implementation and troubleshoot application issues daily

●Worked with helpdesk team, developers and SME daily

April 2017- Nov 2017 Dynamo Technologies/Department of State Arlington, VA

Senior Consultant/ Management Analyst/Trainer

●Facilitated Service Now training at the State Department Consulates

●Corresponded with embassies by phone, email and video conferencing

●Provided follow up Change Management, Quality assurance on Biometric software

August 2016-August 2017 FTC/DSS/Department of Veterans Affairs Vienna, VA

Senior Implementation Trainer

●Conducted interactive training on healthcare software for users

●CONUS travel to all VA hospitals to meet and support in person

●Worked with Developers on enhancements on EHR application

●Provided customized Change Management to agency users

Train the Trainer

●Conducted Train the Trainer session for new trainers of the company

●Evaluated and assessed the readiness of new staff after a boot camp

●Trained on soft skills, proprietary software and business process

●Responsible for taking new trainers to client sites to shadow me

●Responsible for creating and evaluating reports on all new trainers

December 2014-July 2016 ZAJ Consulting Alexandria, VA

Software Trainer

●Escalated issues to the appropriate resource or to developers

●Developed custom courseware and job aides and FAQ documentations

●Led Change Management, implementation sessions before Go Live

June 2014- December 2014 DC Government/KLSL Washington, DC

Senior Technical Trainer (Short Term Contract)

●Responsible for Training the DC Public schools and government Staff

●Implemented and rolled out a Student Information System software

●Utilized PeopleSoft to create, edit and update all user accounts

●Created training documentations, online videos and job guides

●Provided Change Management and guidance Pre-and Post-Go live

June 2013- December 2013 Capital One Bank Mclean, VA

Software Trainer (Short Term Contract)

●Conducted software training for Bankers, Tellers and Bank Managers

●Facilitated Change Management sessions to prepare clients

●Tested the legacy application and the new custom software

●Maintained student schedules, test results and progress evaluations

August 2012- May 2013 ZAJ Consulting Alexandria, VA

Software Trainer

●Provided software training Pre/Post Go Live of custom software

●Provided solutions to customers to optimize their daily use

●Responded to user needs (coaching, clarification and follow up)

●Conducted Change Management, implementation and Q & A sessions

December 2010- Feb 2012 iConstituent Washington, DC

Software Training Specialist

●Conducted training for U.S Congressional and Senate staff on the hill

●CONUS travel to Senate and house offices for in person training

●Tested custom software before it was deployed to production servers

●Worked with developers and SME on software during testing

Feb 2010- September 2010 Variq Inc./Lockheed Martin Washington, DC

Trainer (Government Contractor at Dept. of VA)

●Helped customers integrate/streamline their business solutions

●Tested software before it was deployed to production and test servers

●Worked with developers and SME on Software enhancements

●Demonstrated and conducted test pilot sessions for new products

● Provided Change Management, implementation sessions

May 2009- August 2009 MSAG Washington, DC

Software Trainer (Contractor at Dept. of State)

●Conducted desk side and formal training for State Department staff

●Organized, updated and centralized documentation for training

●Evaluated effectiveness of training via surveys and client engagements

●Worked with Developers for testing and user acceptance sessions

November 2007- May 2009 Computech Inc. Washington DC

Software Trainer (Government Contractor at OMB)

●Trained users on how to navigate custom OMB application

●Worked closely with developers and SME on custom applications

●Developed training documentations for the helpdesk and online videos

●Provided Change Management, implementation sessions

May 2006- July 2007 HC Inc. Arlington, VA

Technical Support Representative

●Trained clients how to create accounts, navigate transactions

●Logged calls and tracked issues on a custom CRM application

●Maintained and updated client test scores and online certificates.

●Worked with the developer and accounting and customer support

October 2004 –March 2006 Concur Technologies Alexandria, VA

Customer Support Representative

●Provided support for Fortune 500 clients and agencies on Concur apps

●Resolved software usage and functionality issues for several systems.

●Worked closely with the development team, travel and accounting

●Trained offshore Tier Support and had them shadow US agents

February 2004-October 2004 IBM Corp Fairfax, VA

Customer Support Specialist (Government Contractor)

●Created accurate helpdesk tickets from live calls and emails.

●Trained clients on how to create accounts and navigate SAP

●Escalated issues to the appropriate resource or developers

June 2001- August 2003 PromiseMark Inc. Fairfax, VA

Customer Care Representative

●Answered the company’s busy 800 phone line and email queue daily

●Troubleshot technical and software issues for retailers and technicians

●Trained sales team on company software and products

Feb 2000-Feb 2001 PricewaterhouseCoopers Washington DC/New York City, NY

Supervisor/Specialist

●Trained new hire employees on the entire firm’s proprietary software.

●Tracked support tickets to ensure quick response and resolutions.

●Responsible sending notifications when servers and apps were down

●Created curriculum and courseware for the firm’s proprietary software

Education

May 1995, Bachelor (Business Administration) Goshen College, Goshen Indiana

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