Customer Service Curriculum Development
Resume:
LAWRENCE GILL
Poteet, Texas *****
Home: 210-***-****
Email: ************@***.***
OBJECTIVE
To utilize my training in education development, management, and communication expertise in a challenging environment that offers career advancement opportunities.
SUMMARY OF QUALIFICATIONS
25+ years of direct management and leadership experience covering aspects such as: Educational development, training programs, aircraft maintenance, curriculum development, communications/computer security, purchasing and budget with extensive customer service. Proven expertise in strategic planning and execution of large-scale events. Substantial history in exceeding customer-driven quality requirements and meeting stated objectives with limited budget and resources.
Experienced Instructional Systems Specialist and Trainer with a proven ability to teach individuals from various backgrounds
Accomplished leader in positions demanding managerial, training, curriculum development, research and provide input for budgetary needs
Strong interpersonal, written, and communication skills and the ability to interact with personnel at all levels
Widely traveled and able to deal effectively with people from a variety of backgrounds and cultures
Veteran of the Armed Services
EDUCATION
Jul 2013 – A+ Certificate University of Phoenix
Mar 2007 – Master of Arts in Education/Curriculum and Instruction,
University of Phoenix
Nov 2002 – B.S.O.E., Specializing in Occupation Education and Training Methodology with a
Minor in Electronic Systems Technology, Wayland Baptist University.
Apr 2001 – A.A.S., Instructor of Technology and Military Science, Community College
of the Air Force.
Oct 2001 – A.A.S., Electronic Systems Technology, Community College of the
Air Force
EXPERIENCE
Nov 2019 – Present—737 TRG Standardization and Evaluations
Reviews data such as test validation statistics, comparative studies of student progress and observation of instructional methods including the use of training devices, equipment and facilities to accurately and effectively evaluate educational and training programs.
Researches, interprets, analyzes, and applies proper training principles, guidelines, policies, and regulations. Completes metrics and analysis systems to ensure actions are timely and reviewed at critical points. Performs self-inspection and presents detailed and comprehensive report with any corrective action taken to supervisor.
Assesses and revises policies and procedures as needed to find ways to improve quality, timeliness, and efficiency of work.
Serves as advisor/subject matter expert on policies, laws, regulations, service agreements, and directives that govern technical training.
Develops and administers comprehensive and timely evaluative instruments and surveys to obtain meaningful feedback from students, graduates, their supervisors, and instructors.
Develops recommendations which relate to production, coverage of courses, instructional methods, or other aspects of training.
Assesses effectiveness of instructional material methodologies which include order of presentation, level of interaction, feedback, and remediation.
Analyzes attainment of learning objectives and transfer of learning to task performance.
Participates in special projects and initiatives and performs special assignments.
Identifies the need for special projects and initiates milestones and goals.
Develops and implements projects designed to improve procedures and baselines for the training process.
Evaluates reports by analyzing facts and performing appropriate research; prepares detailed responses.
Determines appropriate recommendations for unresolved problems and those issues for which questions exists; performs follow-up.
Applies professional skill and knowledge to solve educational and training program problems.
Responds to taskings and inquiries from unit, HQ AF, and/orother agencies.
Nov 2016 – 2021-- Deputy Chief, Education and Training
Serve as Senior Education advisor for the Division of Wing Education and Training and as the primary education specialist and consultant to the Chief, Division of Wing Education and Training. As such, the incumbent directs a variety of functions to provide effective support to 6.8K physicians, non-physician health care providers, and support personnel engaged in initial and sustainment education, and training programs within the 59th Medical Wing. Also manage development of instructional concepts, programs, and procedures in all phases of training and resources including facilities, equipment, personnel, and funding requirements to support the operations training mission.
Serves as the Division of Wing Education and Training Senior Education Advisor.
Exercises supervisory personnel management responsibilities.
oPlans, organizes, and directs the activities ensuring that training development and management complies with legal and regulatory requirements and meets all customer needs.
Serves as Wing point of contact for all non-GME training affiliation agreements and/or Memorandum of Understandings.
Develops tools and processes to measure effectiveness of curriculum solutions and learner performance to ensure solutions meet employee skill development requirements. Aanalyze and asses the relationships and interactions of data and findings under varying conditions to include data from military and civilian Emergency medical systems. Develops, reviews, and revises instructional materials in accordance with established learning objectives. Plans, develops or revises the content, organization, style, format, emphasis, and treatment of the instructional materials to meet educational standards.Gathers information, analyzes data trends, identifies root cause(s), and provides information to the project team
Serves as Education and Training Officer, and represents DET with a variety of installation and functional area organizations. Establishes policies and procedures for accomplishment of training development and management.
Jan 2015 – Nov 2016 - Installation Management Command Academy IMCOM Academy Registrar
Ft Sam Houston
Serves as the Registrar for the U.S. Army College of Installation Management (CIM) for approximately 178 programs.
Responsible for the administration and coordination of the CIM academic programs, all associated policies and guidelines.
Responsible for the oversight of all aspects of academic records including, but not limited to, student registration, academic records maintenance, grade reporting, academic audits and validation of program completion for each student, issuance of transcripts/grades, generation of appropriate state and federal reports, and issuance of academic evaluation reports ensuring compliance with all DoD instruction, accreditation councils, and tri-service regulatory policy and guidance.
Prepares all materials for registration, crediting, and transcripts; supervises staff; submits institutional reports to internal and external organizations.
Responsible for gathering student data from Human Resources Command; inputting final student roster status into student tracking system AIMS-PC/RTIMS and ensuring ATRRS operates effectively and efficiently for all resident and non-resident courses and distributed learning (dL).
Analyzes statistics, identifies trends, and makes appropriate recommendations to the leadership. Incumbent is responsible for maintaining, safeguarding, release and utilization of official records of students and graduates.
Represents the CIM officially at meetings and conferences concerned with admissions, registrar functions, and other activities falling within this sphere of responsibility.
Responsible for the Office of the Registrar website and coordination of updated student information on the web.
Responsible for writing and publishing various memorandums and directives that reflect institutional policy and procedures. Provides oversight of yearly academic calendar and course schedules, to include quotas, graduations, and accreditation reviews.
Blackboard certified Administrator, Instructor developer for College of Installation Management
Oct 2013 – 8 Jan 2015 Instructional Systems Specialist 1750 Ft Sam Houston
Instructional systems designer for newly implemented Flight Paramedic course for the US Army.
Analyze data, design, edit and produce POI”s supporting training product development tasks.
Coordinate with government subject matter experts for inclusionary material such as data on patient interventions. Planning, developing or revising the content, organization, style, format, emphasis, and treatment of the instructional materials to meet educational standards for DoD level single Service courses/programs and consolidated Tri-Service (Army/Navy/Air Force) courses/programs.
Ensuring consolidated training requirement meet Community College of the Air Force (CCAF), American Council on Education (ACE) and other accrediting agencies requirements.
Organize course content to create curriculum that meets mission learning needs to include distance learning suggestions. Develop and manage timelines and milestones Responsible for daily operations and administration of training programs.
Oversee the development, review, and revision of instructional programs (planning, analysis, design, development, implementation, and evaluation (PADDIE)) into DoD level enlisted medical specialty programs/courses.Plans, coordinates, designs and validates instruction. Uses an instructional systems development approach to develop learning maps and to perform sound learning analyses from the initial training levels through the operating levels of tasks or jobs.
Designs and develops interactive multimedia instructional materials based on sound implementation of selected technological applications. Plans, develops, conducts and evaluates assigned courses and accomplishes special projects.
Utilized US Army Training Development Capability (TDC) course development software.
Jun 2008 – Oct 2013 Basic Military Training Specialist/Curriculum Developer, GS-09 1702 and 1750 Qualified Lackland AFB 40 Hrs a week
Performed professional education work to improve the Air Force Basic Military Training (BMT) program, in accordance with policies and objectives set forth in the national and command-level strategy documents.
Conducted educational research to develop new education and training approaches to solve BMT issues.
Developed curricula, prepared texts or materials, constructed tests and measurement devices to support staff and recruit training utilizing Interactive Courseware Implementation System (ICIS)
Conducted oversight on computer programing contractors as a contractor point of contact.
Develops the plan and measurement devices for measuring achievement of instructional objectives. Selects suitable performance measures or develops new measures required to document effectiveness
Processes a wide variety of transactions for several training or educational programs are using established automated systems. Assists Program managers by performing a various specialized clerical and administrative support functions associated with the development, maintenance, implementation, and evaluation of automated student management and training/education programs
Propose updates and modify Basic training lesson plans
Perform Test analysis on BMT End of course Test via testing database
Provides assistant level support of a technical, specialized, or support nature in the field of education and/or training and use a wide variety of tools, questionnaires, systems etc. to evaluate the effectiveness of the computerized trainee skills screening and classification process
Maintained End of Course Test and Distance learning Survey database
Queried information form Testing database to developed reports utilized for leadership review
Performs long-range planning, develops and recommends alternatives to development of newly enlisted initial skills.
Perform daily scheduling activities for entire BMT 8 week course utilizing Technical Training Management System (TTMS) and Basic Training Management System BMTS.
Accomplishes special projects relating to the Accession, Classification and Technical Training program.
Performs purchase and budget functions for three separate sections within BMT, responsible for yearly $500,000 dollar budget
Awarded Civilian of the Year 2012 for the 737 TRG
Aug 1998 – Feb 2008 Supervisor Military Training Instructor, Air Force Basic Military Training
Lackland AFB, Texas
Directly managed and trained 10 military training instructors and overall management and training of more than 1,600 basic military training (BMT) trainees annually.
Oversaw the management and maintenance of five trainee dormitories worth an excess of 3.5 million dollars
Served as the advisor to operations development of lesson plans and support of basic military training. Supervised over 40 instructors and directed 9,000 trainees per year
Responsible for the development and implementation of various training programs in support of the mission
Provide safety education and training on a variety of safety topics and areas necessary to prevent personnel injuries and mishaps for all safety aspects for the squadron.
Performs purchase and budget functions for 322 TRS, responsible for yearly $250,000 dollar budget
ADDITIONAL QUALIFICATIONS
•Completed USAF Supervisor Course (GS – required supervision course)
•Complete Highly proficient with Microsoft products
•Completed DTS Training
•Completed COR Training
•Completed Alternative Certification for Special Education and Generalist Education
•Knowledgeable in Technical Training Management System TTMS
•Advanced Instructor Course United States Air Force
•Attended Non Commissioned Officer Academy
•Skilled in Data Base Management (SQL, Access)
•Skilled in LAN administration and support
•Skilled in crypto logical devices
•1750 qualified Civil Service management certification
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