Senior Manager Customer Service

KAY ADAMS

Phone 334-***-****

E-mail ******@***.***

PERSONAL SYNOPSIS

I offer a unique mix of education and experience. Along with PhD and a double master’s I bring a diverse spectrum of professional experience. I am able to develop curriculum, lesson plans, technical materials and load and manipulate them in learning management systems. I am also able to train individuals and groups in person and through remote mediums. Along with hands on experience, I possess the critical thinking skills to problem-solve, develop subordinates, and exemplify leadership characteristics.

EMPLOYMENT

TROY UNIVERSITY MONTGOMERY, 08/06 - current Montgomery, AL

Adjunct Professor

Academic instruction and development of curriculum and syllabus for computer and business courses. Instruct students on syllabus objectives. Focus is on computer hardware, software, application skills, keyboarding skills, the internet and internet search, web page creation, networking, careers, computer ethics, business and computer system basics. Blackboard and Canvas certified to develop curriculum and courses for teaching in an on-line environment.

Department of Defense, United States Air Force, 8/31-2020 - current Montgomery, AL

Air War College – Air University – Maxwell Air Force Base – Program Evaluation Specialist 7/20/2022 - current

Cyber College – Air University – Maxwell Air Force Base – Program Evaluation Specialist 8/31/2020 – 7/19/2022

Orchestrates planning, development and implementation of a global media plan in collaboration with military, civilian, DoD agencies, national and international stakeholders to expand the business and marketing architecture of the Air War College, the AWC alumni program and the CSAF National Security Forum. Recommends changes accreditation criteria. Evaluates and recommends plans and processes to ensure the Air War College national and international relationships are strengthened by maintaining high levels of operational communication with internal and external sponsors, colleagues, and partners. Provides day-to-day oversight of the CSAF National Security Forum enterprise and the AWC Alumni program. Prepares implementation directives and instructions for business operational analysis and communications program in furtherance of mission accomplishment. Works directly with assessment branch to ensure accomplishment of end of course surveys, development of new products as core courses are changed and has the responsibility for shaping policies, plans, products and analysis, which directly affect and improve operations. Ensures relevant web services are current, accurate and in compliance with regulatory services. Ensures an effective process to design, develop, produce, and distribute official professional and promotional materials for use year-round to communicate the status of the AWC as an educational cornerstone in the Air Force global mission.

Longevity Consulting, 12/3/18 – 8/28/2020 Washington, DC

Cyber College – Air University – Maxwell Air Force Base – Instructor & Curriculum Developer

Academic instruction and consulting in the execution and delivery of the Functional Mission Analysis-Cyber (FMA-C) course. Provide ongoing review and upgrading of curriculum, course materials, and lesson plans. Research, prepare, present, and participate in meetings, reviews, briefings, and teleconferences/video teleconferences. Research and prepare slides, agendas, and other academic products on issues of operational interest.

Perform project management/process improvement activities, such as creating work breakdown structures/project plans and providing recommendation and implementation on the viability of new technologies/processes to improve course effectiveness and efficiency.

TEKsystems, 6/27/16 – 12/19/18 Montgomery, AL

State of Alabama Department of Finance – STAARS Project- Instructional Designer/ Technical Trainer

Created training material for STAARS (State of Alabama Accounting and Resource System). Responsible for Managing and Training State of Alabama Employee(s) to use CGI Advantage ERP software to complete the following: Reporting utilizing BOE and xml, Annual Operations Plan, Operations Plan Revisions, Budget Requests, Budget Request Revisions and Performance Measures.

Trained more than 500 users on STAARS Navigation, Operations Plan, and Budget Revisions. Designed all course material using Adobe and Microsoft products. Utilized SharePoint for shared curriculum development. Responsible for administrative tasks to maintain the training environment for Performance Budgeting. Responsible for designing and creating Job Aids. Responsible for training State of Alabama Staff Accountants in a classroom setting. Instructional Systems Designer creating online, classroom, and Job Aid training products. Designs test scenarios, analyze and evaluates lifecycle work products against quality standards, and test application software utilization quality management testing tools in order to ensure requirements are satisfied, mimic production, aged data, and perform other testing scenarios.

Assisted in the development and maintenance of the STAARS training plan, manuals on-line help, desk guides, lesson plans, and training presentation materials to ensure training is financially accurate and follows State law, policies, and procedures. Delivered process training to end-users on all assigned courses according to training plans consistent with approved lesson plans and presentation materials. Researched IT system issues including financial, procurement and budget related questions, and provided instruction and assistance to state agencies regarding the implementation and support of STAARS.

DXC – Medicaid MMIS Project- Business Analyst II

Formulate and define system scope and objectives using knowledge of information technology and industry knowledge/ requirements for the Medicaid MMIS. Act as a liaison between client and technical solutions/support groups, to elicit, document, analyze and validate business processes, systems, and solution requirements. Research, identify, and specify solutions to problems. Support and conduct visualization, user experience and configuration elements of solution design. Document requirements specifications. Support requirements management and change management processes. Support acts of the business cycle, including proposals, feasibility studies, and implementations. Consider the business implications of the application of technology to the current business environment. Evaluate customer requests to determine the area impacted. Initiate change orders, create a test plan, and execute the test plan. Email the client or go onsite and walk through the results.

ASM Research, 4/28/16 – 6/24/16 Fairfax, VA

ADAMS COMMUNICATIONS &ENGINEERING TECHNOLOGY, INC, 5/11/15 – 4/27/16 Reston, VA

Veterans Affairs National Service Desk - Instructional Designer/ Technical Trainer

Work with customer to determine training needs for enterprise-wide systems. Analyze needs and consult with key stakeholders to analyze training needs and documents. Develop processes to optimize training development and delivery. Design curriculum and develop training plans, programs, and materials for agency staff on various subjects including using agency-specific and enterprise-wide applications and tools in a various presentation media, such as written, visual and web-based classes.

Develop computer-based training (CBT) modules for custom-developed, applications; manage projects including timelines, development of content, audio recording, digitizing media, writing training content, developing assessments and creating computer-based animations for training modules. Load and revise trainings in Learning Content Management System (LCMS).

Manage projects for training staff and report to senior management. Develop reporting tools to provide snapshot visual progress on all training team assignments and load into master project deliverables reporting on SharePoint.

ALABAMA COALITION AGAINST DOMESTIC VIOLENCE (ACADV)/ALABAMA RURAL COALITION FOR THE HOMELESS (ARCH), 1/1/08 – 5/9/15 Montgomery, AL

Project Manager/Systems Administrator

Project management for the expansion of the HMIS program in the 43 rural counties of Alabama and system administration under the Homeless Management Information System (HMIS). Manage the HMIS project by developing relationships with homeless service providers in the 43 rural counties of Alabama, local governments, DHR, or any entities providing services for homeless or low-income individuals.

Develop curriculum for HMIS training, provide presentations, and technical support to further the HMIS project. Develop trouble ticket system to enable prioritizing of hardware and software issues for users in our project area. Develop training library platform utilizing MAC Server OSX.

Responsible for research of new technologies and ways to lower travel costs for ACADV/ARCH through technology. Provide training via webinar, and in person for one person up to groups of 350+. Responsible for procurement and set-up of computer systems for ACADV and for the HMIS program and its project management.

EDUCATION

Troy University Troy, AL

PhD, Global Leadership Completed 04/25

Higher Education Concentration

KELLER GRADUATE SCHOOL OF MANAGEMENT Chicago, IL

Masters of Information Systems Management Completed 06/04

KELLER GRADUATE SCHOOL OF MANAGEMENT Chicago, IL

Masters of Business Administration Completed 11/02

INDIANA UNIVERSITY Bloomington, IN

Bachelors of Arts in Psychology Completed 05/94

Minor, Criminal Justice

Active in floor government and educational planning/programming.

SOFTWARE/LANGUAGE EXPERIENCE

SLcM

Canvas LMS

Blackboard LMS

LCMS

HTML/XHTML

Dreamweaver

Adobe Acrobat

Adobe Captivate

SharePoint

MAC Server OSX

MS Word

MS Excel

MS Power Point

MS Outlook

MS Project

MS Front Page

MS Access

MS Server IIS

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