Change Management Information Technology

Katherine E. Gliksman (Beth)

Email: ********@*****.***

Phone: 717-***-****

LinkedIn: https://www.linkedin.com/in/beth-gliksman-89473a6b/

Summary of Experience

A seasoned Information Technology and Learning Management professional with 20 years of experience in HR and business processes, change management, sales and sales operations and project management. A high performing, responsive and innovative project lead who cares about the deadline and bottom line, but also the morale and well-being of the team, leading through inclusive behaviors, active listening and above all, empathy.

SKILLS / QUALIFICATIONS:

Experience managing overall coordination of Learning projects, from planning through implementation, including:

Working knowledge of ADDIE learning model, instructional design principles, and skills-based program development

Creative eye and experienced in Adobe Creative Suite, Powerpoint, Camtasia, Articulate and other authoring tools

SAP SuccessFactors LMS administration in a large, complex, global environment

Experience with Talent Management, Performance Management, Goals, Succession Planning and Onboarding 2.0 in SAP

Led 4 full life cycle implementations of SAP SuccessFactors LMS with Employee Central; one implementation of ONB2.0

Trained in organizational change management (OCM) foundations

Experience in xAPI integrations with LMS of LinkedIn, OpenSesame, Degreed, WalkMe DAP, Kronos, Microsoft Viva

Setting and tracking project scope, priorities, deadlines and deliverable schedules using MS Project, SmartSheet, Asana

Strong documentation and communication skills, both oral and written

Very responsive, creative and innovative to solve problems, drive results and ensure accountability

Demonstrated ability to work well in a team environment or independently, work under tight deadlines and changing priorities, and successfully manage multiple detail-oriented tasks

Ability to influence and partner with different levels of the organization to achieve results

Experience managing SharePoint sites, Teams, WebEx, Zoom or Skype meetings, and Outlook calendars

Skilled in Microsoft Excel, including vlookups, xlookups, and pivot tables for reporting and data analysis

PROFESSIONAL EXPERIENCE

Senior LMS Administrator

Amtrak (National Railroad Passenger Corporation)

March 2023 - Present

Manage the day-to-day operations of learning platforms, including user management, troubleshooting, content delivery and compliance reporting

Own and support the deployment plans for all technology-enabled learning assets

Provide SME consultation on the company’s implementation of a new HR suite of applications (SuccessFactors Employee Central and Onboarding 2.0), with special focus on the requirements to integrate seamlessly with the Learning Management System (SAP SuccessFactors LMS)

Recommend industry best practices around course assignments via Assignment Profiles, learning history imports using automated tools, and recommendations to reporting that impacts LMS, always driving process improvement opportunities internally and also with vendors/partners (IBM and Veritas Prime, to name a few)

Manage learning projects for the business (ex: security domain restructuring; integration of LMS goals and objectives with Performance Management module; implementation of an external learning site; integration of Microsoft Viva; planning, design and end user testing of a new case management system similar to Jira/ServiceNow) including the change management activities for each project to include reporting, communications and documentation

Senior LMS Administrator

Retail Business Services (Ahold Delhaize)

October 2017 – March 2023

Maintain user records, assignment profiles, and course implementations for all Ahold employees in the USA, applying world class customer service mentality, through the merger of two large corporations with a combined employee base of 400k associates globally (300k in the USA under my management). Global stakeholders include HR leaders of Ahold USA and Delhaize US, L&D leaders, and eLearning vendors.

Act as a liaison with internal and external IT and suppliers such as WalkMe, course vendors such as Linkedin.com, consultants such as Deloitte, and other project teams to ensure the software enhancements to the LMS and the products our company deploys are conducted on time and within budget.

Manage the day-to-day and ongoing operation, maintenance, usage, analysis and administration of SuccessFactors Learning Management System plus VTA/RISC LMS system

Upload SCORM or AICC courses and other content to the LMS; build curricula and programs for auto-retraining and curriculum organization; schedule classroom offerings through the LMS; build quizzes and assessments; maintain course catalog and libraries for eight grocery store brands in the Ahold-Delhaize umbrella plus two business services brands

Perform quality assurance checks on content and test content functionality and communication with LMS prior to deployment

Manage compliance course and new hire training assignments, completions and reporting across all Ahold brands

Analyze and resolve technical and HTML/CSS coding issues related to the LMS system and course content, including management of ServiceNow ticket assignments

Maintain SharePoint site for the LMS and Local Administrators

Assisted in the deployment of WalkMe, a Digital Adoption Platform (DAP) for the Learning Module

Provide subject matter expertise and training to more than 25 Local Administrators

Monitor system performance, generate reports, and provide insights on usage data to inform decision-making and improvements

Maintain consistency in process standards for the LMS

Training Manager

Staples, Inc.

December 2014 – April 2017

Collaborated with business partners to understand unique learning & development needs, particularly as they related to software/IT enhancements and implementations.

Designed and developed creative training solutions that met business needs and aligned with company goals and training framework of Cornerstone OD LMS; utilized tools such as Brainshark, MS Publisher, Captivate and Articulate for interactive eLearnings, and led WebEx trainings for instructor-led sessions.

Created and managed the training materials, guides and FAQs for sales and operations members in the Salesforce Knowledge application.

Assisted with change management coaching and consulting to support business leaders, other project managers, and project teams to drive process, system and culture change.

Managed the project plans for pilot and final rollout of new or enhanced software platforms for print; ex: national rollout of new print ordering platform to all sales teams, sourcing analysts, customer order processing teams, and external supplier base.

Gathered feedback around training programs; identify metrics to gauge effectiveness of programs and implement changes based on metrics and feedback.

Project Coordinator

Staples, Inc.

October 2013 – December 2014

Operations project lead managing relationship between print production management, business development, technology support, and print sales leadership within Staples, building strong relationships cross-channel to improve systems and processes for our Copy & Print Sales channel.

Managed initiatives for productivity improvement of all print ordering platforms within Staples.

Facilitated pilot rollouts between business development, vendors, marketing, training and sales force.

Collected, organized and analyzed sales data for use in online merchandising recommendations.

Coached and supported Regional Sales Directors to ensure that they and their DSMs and sales teams were familiar with processes and strategies implemented to ensure sales budgets were met and exceeded.

Strategized with senior leadership to grow print sales within organization, improving retention and SOW.

Account Executive

Staples, Inc.

August 2011 – October 2013

High performing, disciplined, and organized sales and account management professional selling Print & Promotional programs to mid to large size businesses, managing a portfolio of high volume clients and a team of thirty Inside Account Managers.

Develop winning proposals, collect and analyze data, prepare and conduct client business reviews that lead to customer retention and profitable sales growth.

Working high level knowledge in CRM system (Salesforce.com) critical to management of portfolio activities.

Achieved 2012 Sales Excellence Award within entire nationwide Copy & Print organization of Staples, due to sales growth and margin achievement; awarded an all expense paid trip for two to Cabo San Lucas, Mexico

Director - Sales & Operations

Trademark Press Solutions, Inc.

February 2008 – June 2010

Assisted company’s new owner, who was formerly a print broker without manufacturing or personnel management experience, in operating all phases of the offset printing corporation.

Primary responsibilities included leading customer service and account management teams to grow SOW.

Along with assisting customers in job planning and marketing analysis, distributed incoming work to appropriate departments, managed vendor relations, and assured that deadlines were consistently met.

Throughout the 2.5 year period, guided the new owner in becoming self sufficient, and demonstrated through action approaches to hiring proper employees for each department, enrolling employees in healthcare plans, handling payroll and associated taxes, and addressing all benefit management and related issues.

Contract ended May 2010, allowing me to fulfill a dream of returning to York, PA to be closer to family.

Owner / Partner

Trademark Press Solutions, Inc.

February 2003 – February 2008

Co-founder of company, employing 12 highly skilled craftsmen and producing top quality offset printing, catering to both retail and trade customers; obtained highly regarded “Minority and Woman Owned Business Enterprise” status in FL for 4 years.

From the company’s inception, launching from a home garage, nurtured and built sales exceeding $2 million within the first four years and established a reputation for getting jobs done on time with the highest of quality and within budget.

Responsible for selecting, training, developing, and managing performance of professional direct reports; providing prompt and objective coaching and counseling, and coordinating, planning, and assigning work for staff in accordance with needs of business and customers.

Sold the company’s assets in October 2008 and agreed to remain onboard with the new owner to assure the corporation’s ongoing success. Fulfilled obligation in June 2010, honoring non-compete agreement. Trademark Press Solutions, Inc is still operating today in Sanford, Florida.

System Administrator

Charles Schwab

September 2000 – December 2004

Provided first and second level support to all Schwab employees, contractors, vendors and remote access users in a Unix/mainframe/NT WAN environment to solve network login, application, remote access and printer support

Utilized tools and applications to maintain over 25,000 user accounts and to troubleshoot more than 40 network applications used by retail brokers and staff

Escalated critical and non-critical issues to appropriate support group through ticket assignment, ensuring Service Level Agreements were met and targeted resolution rate of 88% was met

Actively participated in five Analyst Councils, which implemented ideas and policies to streamline processes used on the Service Desk and improved communication between various support groups

Presented informational seminars to groups of retail users which were designed to educate the target audience, and thereby reduce call volumes to the department

Trained new hire team members in Remedy ticket/SSR creation, documentation and escalation, as well as MS Outlook/Exchange Server configuration and troubleshooting

EDUCATION

Microsoft Authorized Education Center, Heathrow, FL 2000

Certification - MCSE, MCP + I Certifications in WinNT 4.0 Server/Workstation, Windows Security, TCP/IP and IIS, Comptia A+

New Horizons Learning Center, Maitland, FL 1998

Certification – Adobe Photoshop CS, Adobe Illustrator CS Levels 1/II

Data Consultants Career Institute, Beaver Falls, PA 1996

Diploma - Computer Application Specialist, Novell Network Administrator

Fort Eustis Aviation Transportation School, VA 1990

Certificate – US Army Aviation Maintenance, Cobra Attack Helicopter / Huey AH-1

Dover Area High School, Dover, PA 1990

Diploma – Top 5% of High School

ADDITIONAL LICENSES / CERTIFICATIONS

Licensed REALTOR®, FL (affiliation: Keller Williams) 2021

American Red Cross CPR & First Aid Certification 2019

Licensed REALTOR®, PA (affiliation: Coldwell Banker) 2017

VOLUNTEERISM

BRG Chair – Salute + Allies Veterans Business Resource Group, RBS 2023

Member – Salute + Allies Veterans Business Resource Group, RBS 2022

Active Shooter Designated Trainee, Ahold 2019

Member of Project Share, Carlisle, PA 2019

Leukemia & Lymphoma Society “Light the Night” annual organizer 2014

PROFESSIONAL MEMBERSHIPS

Member PMI Institute, Central Florida Chapter 2024

Daytona Beach Professional Association of REALTORS® 2021

American Legion Member, Post 361 2021

SAP Community Member 2020

Association for Talent Development (ATD) 2017

Greater Harrisburg Association of REALTORS® 2017

National Association of REALTORS® 2017

American Legion Member, Post 26 2010

Printing Industries of America (PIA) 2006

Contact this candidate