Customer Support Business Analyst
Resume:
Donald R. Jameson
Highlands, TX *****
***********@*****.***
Summary
Professional with over 15 years’ experience in training, development, and successfully implementing and maintaining Learning Management Systems (LMS) to over 1,500 employees. A proven track record in creating engaging content, designing classroom training materials, and coordinating comprehensive employee safety training programs and curricula to meet both employee needs and company competency objectives. Certified in Instructional Design and Training Management with a solid track record in managing/coordinating a training department, education development, blended content delivery, curriculum development, and needs analysis.
Skills: Proficient in:
Captivate
Flash
ADDIE Methodology
PowerPoint
Audacity
Blended Learning Development
Photoshop
Excel
Microsoft Word
MS Project
One-Note/Outlook
Curriculum Development
Train-the-Trainer
LMS System Administrator
Customer Support Service
New Hire Orientation
LMS Experience in: Safety Skills, Elevate, and Workday
Certifications: Masters Certification in Training Management and e-Learning Development
Training: OSHA Regulation Training/Workplace Safety Training/HR Diversity Training/Management Continuing Education Training/New Hire Employee Orientation.
Professional Experience
TC Energy, Houston, TX July 2023 – August 2024
Sr. Business Analyst (Contractor)
Facilitated, supported, and compiled the annual training plans and budgets for US and Canadian Safety Training requirements.
Communicated and maintained training records and reporting with Area Managers.
Supported internal audits and emergency response projects by quick and effective measures manipulating data and reporting on information stored in Workday LMS.
Updated training records for each employee in Workday to effectively regulate training as needed to maintain compliance regulations.
Served as the liaison within the Corporate Learning and Development team to initiate and audit training records for all employees in compliance and out of compliance.
Contacted, interviewed and scheduled appropriate training vendors to meet training requirements for all employees to maintain compliance in the US and Canadian locations.
Responsible for maintaining vendor information and vendor applications for internal training.
Successfully established training syllabus standards that ensured compliance with HIPAA, JACHO, OSHA for US and Canadian regulations, resulting in 43% OSHA compliance audit regulation training improvement.
Developed project plans for curriculum development needs, application support, training timelines, implementation schedules and need analysis for multimedia online training development.
Held a quarterly managers’ meeting to evaluate employee training needs for all facility employees to maintain licenses and certifications.
Maintained a central training calendar and collaborated with local associates to manage training logistics.
Created a report process to assess quality of training delivery and ensure training is continuously improved for all employees meeting their current job requirements and skill set needs.
Assisted Project Manager with field training activities during project development implementation to ensure all employees were compliant and education up to date reaching our targeted 93% completion for all field employees.
Oversee the project budget processes to ensure financial efficiencies remained on budget.
Advanced Safety and Training, Houston, TX March 2021 – May 2023
Training Coordinator/Project Manager (Contractor)
Conducted New Hire Orientation for safety regulations and HIPPA requirements.
Created and updated onboarding documentation, including user guides and training materials.
Managed communications issues between Operations Departments and the IT Department.
Functioned as customer support representative from drilling clients to drilling rig operations.
Troubleshooted and resolved any technical issues related to the onboarding process.
Reconciled policy document updates affecting standard operating procedures.
Maintained accurate and up-to-date project documentation, including status reports and issue logs.
Validated tracking and reporting of all complete and incomplete training assignments through the Learning Management System (LMS) to management staff.
Performed audits of training regulations to ensure regulatory requirements were met.
Vetted classroom rosters and training material development consistency for vendor training in the field.
Manage Workday LMS (Learning Management System) course catalogue and employee tracking.
Created e-Learning training materials and curriculum using the Addie model methodology to identify gaps, analyze training needs, and performance outcome.
Delivered on-site and virtual education training to employees.
Managed and resolved communication issues between Field Operations and the IT Department.
Ensign US Drilling, Houston, TX September 2014 – December 2020
US Training and Development Manager North America Division
Implemented and managed a new LMS for the US Division employees scheduling e-Learning and Ensign mandatory OSHA courses to maintain employee education tracking and reporting.
Managed and conducted all new hire training across the US rig locations.
Trained internal teams on new software features, updates, and industry best practices.
Developed, and approved online eLearning (Articulate) and blended learning courses including safety OSHA training, employee job required training, and HR related training.
Evaluated and designed education needs of our employees and customers education requirements to maintain compliance with state and federal regulations.
Managed all environmental health and safety functions, site policies, processes, and methods designed to ensure a safe work environment.
Vetted all internally developed materials for content accuracy and meeting set objectives.
Teamed with Subject Matter Experts (SME) to determine appropriate learning solutions for employee training solutions developing courses and curriculum.
Coach, mentor, and guide new Field Trainers on possible training issues, guidelines and consistency requirements in training techniques and materials.
Supported HSE and Operations to ensure clients and OSHA requirements met industry standards.
Managed end-to-end training programs, operations and event planning for vendor third-party training coordinating onsite and offsite events.
Managed a team of Instructional Designers, Trainers, and Training Coordinators across the US Divisions.
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