Operations Training Specialist & Instructional Designer

HISHAM K. HEJAZI

Cell 781-***-****, ********@*****.***

EDUCATION

University of Mass, Boston, MA Expected Graduation 2028 Master of Education in Instructional Design - Online Program using the University’s LMS. Northeastern University, Boston, MA 2000

Bachelor of Science in Engineering - Computer Engineering Technology EXPERIENCE

ThermoFisher Scientific, Cambridge December 2023 – December 2025 Operations Training Specialist III

As a senior member of the Operations Training department, I collaborated with all departments and utilized expert knowledge of the best training practices to ensure effective delivery of training at the site. Conducted training on Standard Operating Procedures, On-the-Job Trainings, and Instructor-Led Trainings. Coordinated with other Training Specialists to meet training needs of the site and proactively schedule and deliver necessary training.

Responsibilities:

Reviewed, revised, and developed training material such as OJTs, PowerPoint presentations, and training documents in compliance with Good Documentation Practice (GDP) requirements.

Collaborated with all departments to ensure training material is reviewed and revised appropriately and training sessions are updated and provided using the ADDIE design model.

Used Articulate Storyline 360 & Camtasia Studio to build and edit manufacturing training content.

Executed site requests within the Learning Management System (LMS) and ensured training is appropriately and compliantly assigned.

Supported Technical Operations team deviation investigations and CAPA closures for training-related items.

Collected and analyzed training metrics and identified potential projects/solutions for improvement.

Created and customized reports based on the needs using the LMS to track completions.

Led evaluation of training by assessing training offering methods and requirements.

Collaborated with Quality and Practical Process Improvement colleagues to implement process improvements. Vertex Pharmaceuticals, Boston (Remote)/Contract April 2023 – December 2023 Quality Specialist, Quality Standards, Training, and Improvement The Quality Specialist worked cross-functionally to support the training needs of business partners. This training support included the administration of the electronic learning management system, maintenance of the training catalog, and development of training materials. The Quality Specialist worked with a high degree of independence and is adept at troubleshooting problems to create and execute improved internal procedures, and to ensure compliance with applicable regulatory requirements.

The responsibilities of this position are included, but are not limited to the following: Training Program Management

Acted as SME (subject matter expert) for GxP (Good x Practices) Training process and provided ongoing support, tool, and consulting to enable execution of the process.

Assisted in the development of training process changes or continuous improvements.

Provided guidance on general training issues of varying complexity and reports to evidence GxP personnel training qualifications, as needed.

Learning Management System (LMS) Administration

Developed and provided training to GxP Training Administrators for LMS system role.

Provided customer support (troubleshooting, answering questions, addressing incident tickets)

Created and maintained learning objects, user groups, curricula, and learning assignments within LMS.

Managed training materials within the electronic document management system (DMS).

Collaborated with business partners in developing training materials, training curricula, and task assessments. Service Now Training Administration

Executed ServiceNow GxP Training Assignments requests.

Resolved ServiceNow incident tickets submitted by the learning community.

Maintained ServiceNow role-based catalog.

Strategic Training Partnership

Participated in functional project teams to advocate GxP Training Program requirements and learned best practices. Liaised with training Coordinators to align GxP training program initiatives and training compliance. Medidata, NJ (Remote)/Contract May 2022 – April 2023 LMS Specialist

Was an integral part of Medidata’s Sales Enablement team. I was responsible for the learning experience technology for 3DS Life Sciences Engagement global sales team, and for the support, design, development, implementation, delivery, and maintenance of content, assets, and other resources used for instructional functions.

Oversaw the installation of all system updates and upgrades, as well as tools and software integrated with Docebo LMS.

Project management, course development, and evaluation for learning technology and authoring tools to create eLearning using the ADDIE design model.

Acted as liaison with content creators and program owners in determining the needs of the courses and appropriate methods of delivery by collaborating and communicating effectively across all levels of the team and management.

Designed course evaluations and assessments along with program/content owners in the LMS Using the ADDIE model.

Used Articulate Storyline 360 & Camtasia Studio to build, edit and update training materials.

Provided dynamic reporting utilizing various tools to support communication for the business. This includes tracking and reporting key learning & development metrics to the enablement team and business leaders.

Lead monthly training sessions on the LMS related content with learners and power users.

Provided data analytics on the business impact from the learning environment. Connects the LMS to the goals/initiatives of the team.

Curated a periodic newsletter concerning upcoming learning events and activities to drive consumption and learner engagement (supplies similar promotional materials for other internal newsletters, like the Sales Buzz, etc.)

Created and maintains manuals, guides, and tutorials on learning management processes and best practices.

Provided monthly enablement metrics on LMS course and program completion data.

Planned learning events in collaboration with enablement leads including eLearning design and development inside FLEX.

Provided technical support to edit video/audio recordings and course content to allow distribution in FLEX.

Oversaw the continual enhancements including monthly roadmap presentations of the Learning Management System on the Docebo platform.

Akebia Therapeutics, Cambridge, MA December 2021 – May 2022 Sr. Quality Systems Learning Specialist

Responsible for day-to-day maintenance operations of the training program including on-boarding of new hires, managing training assignments, curricula management, and recording of training activities all within the Learning Management System (LMS).

Day to day support of the Veeva Vault QualityDocs to reduce compliance risk, improve quality processes and comprehensive audit trails.

Coordinated and maintained the Training program, to ensure patient safety, product quality, and overall compliance, within the context of a virtual sponsor/business partner environment. These responsibilities included but are not limited to:

Coordinated the Onboarding and off-boarding of new hires, ensuring correct training curricula is assigned.

Processed requests for changes or updates to training curricula and assignments in the LMS.

Worked with the IT Business Partner to oversee the Learning Management System and other training technology tools.

Collaborated with document owners to develop appropriate training materials and exams.

Entered, tracked and maintained, as appropriate, training related documentation such as Trainer Qualification forms, Training Attendance records, QMS tool requests, and personnel Job Descriptions and Resumes.

Conducted User training for LMS- may instruct other courses as needed.

Identified issues and trends for system, procedure, and training improvements.

Created and implemented learning materials such as Knowledge Assessments, On the Job training qualifications, and e-learning courses.

Participated in quality and process improvement initiatives and project teams.

Identified opportunities for process and system improvement and enhancement.

Prepared and analyzed metrics for management review and escalation of issues.

Provided support for regulatory and internal audits and inspections.

Evaluated questions and issues received from end users, made decisions on appropriate follow-up steps based on established processes, procedures, and guidelines, and escalated to management as appropriate. Wolters Kluwer – Health, Waltham, MA September 2017 – December 2021 Sr. Learning Management Systems Support Analyst

Configured and administered both Learning Management Systems (Workday & Successfactors).

Acted as a liaison with internal groups to understand the impact to training around product, process, and tools used in implementation.

Executed system improvements and system changing requests. Participating in Integration projects from a LMS system administration perspective and in quality and process improvement initiatives and project teams.

Coordinated and assisted in the reviewing, editing, and re-designed existing curriculums as needed (using the ADDIE module) including converting existing written material developed prior to implementation of the LMS into LMS supported materials.

Ensured online and instructional materials are up-to-date and staged for usage for all current training programs.

Defined and managed content and reporting requirements. Identifying and communicating opportunities for process and quality improvements within the system to maximize use and streamlining user experience based on usage reporting and system enhancements.

Took a hands-on approach to developing LMS reporting and analytics.

Coordinated LMS system maintenance include upgrades and updates, configuration, troubleshooting, and debugging. Collaborating with corporate LMS Administrator and other divisional LMS team members on system configuration settings and new features.

Guided division LMS coordinators with daily operations and maintaining high data integrity. Performing tasks within the LMS including maintaining user profiles and managing learning assignments.

Developed using Articulate Storyline 360 & Camtasia Studio and supported user training for new LMS coordinators.

Managed and responded to system administration requests in order of receipt and priority, using system knowledge of LMS and independent troubleshooting experience.

Uploaded eLearning modules to the platform for deployment and managing the testing of those modules prior to activation.

Biogen, Cambridge, MA October 2014 – September 2017 Learning Management System Specialist

Worked as a contractor partnering with the manager of the R&D Learning group to plan for the transition to a new Learning Management System (SuccessFactors).

Specific Tasks and Responsibilities

Assisted with review testing of new courses and content to ensure usability on a variety of platforms.

Supported the development, revision and uploading of online courses and learning and development materials.

Provided technical leadership around system development best practices, updates, ongoing support & maintenance.

Applied changes to ensure content, processes and systems remain functional and current.

Provided technical support and troubleshooting for employee inquiries submitted to the department inbox.

Generated a variety of reports from the LMS summarizing training activity.

Helped identify, test and resolve technical and design solutions for all learning systems and training materials.

Oversaw daily user data integration process and provide troubleshooting support.

Maintained learning content archive, which include uploading of new documents, version control and distribution.

Provided back-up support for team members and other members of the People Development team. Compuware Corporation, Waltham, MA January 2013 – September 2014 Education Systems Administrator

As a member of the APM Product Education Team, I was responsible for providing exceptional front-line Systems support to end users (Employees, Partners, and Customers) via phone, remote-access and desk- side support in a timely manner.

Served as a resource at the company for the supported products and features available in the Moodle based Learning Management System. Made recommendations, enhancements, updates and changes when needed. Worked closely with our IT Group to implement and maintain a Single Sign-On to give our users a single secured access to eliminate multiple passwords using industry standards SAML. I also worked closely with our hosting vendor to ensure proper system operation and up-time for all of our learners in and outside the USA.

Identified, researched, and resolved browser/tool/OS compatibility and related issues.

Created and updated courses, enrolled users, imported, exported, archived, and restored courses.

Administrative functions of the Camtasia, Camtasia Relay and Screencast, including but not limited to posting courses to the LMS, managing recording processing profiles and managing video processing queues.

Managed users, including account creation, user registration, enrollment/un-enrollment, and creating groups.

Configured, executed, and managed the reporting environment and custom reports.

Monitored the system’s effectiveness to satisfy end-user needs in and outside the US. International Human Resources Dev Corp, Boston, MA August 2010 – January 2013 Customer Education Specialist

Responsible for the day-to-day management, utilization and delivery of e-Learning content utilizing both customer and IHRDC's own LMS.

I interacted with Sales Managers regarding technical aspects of customer use of the LMS and interacted with customers when testing, implementing, and troubleshooting as the first line of support for content and LMS usage.

Planned and scheduled new client implementations and communicated progress.

Set up trials for potential customer testing and set up new sites on internal and customer’s LMS and loaded courses.

Managed all aspects of system processes in addition to implementation that included customization, system security, domains, naming conventions, upgrades and troubleshooting. Al-Noor Academy, Mansfield, MA September 2010 – June 2010 6th to 10th Grades Computer Operations Teacher

Instructed students in computer hardware, software, operating systems, and basic IT troubleshooting. Created and Taught a curriculum including both Windows, MacOSWindows and Microsoft Office.

Prepared students for technical certifications, college IT programs, or entry-level tech support roles. Arabic Saturday School, Sharon Massachusetts

Vice Principal (Volunteer) September 2011 – June 2026 Supports the Principal in running the school by handling operations, student discipline, and instructional support, acting as a key leader who manages staff, implements curriculum, deals with parent/teacher communication, and ensures a positive, orderly learning environment for students. Key Responsibilities:

Operations: Managing tasks, scheduling classes, supervising staff, coordinating activities, and ensuring building safety.

Instruction & Curriculum: Assisting with curriculum planning, supporting teachers, developing instructional programs, and ensuring academic standards are met.

Staff & Community: Hiring, training, and evaluating personnel; communicating with parents and the wider community; fostering inclusive environments.

Administrative Duties: Handling budgets, reports, data, emergency planning, and other administrative tasks to support the principal's vision.

Student Discipline: Enforcing rules, handling incidents, investigating issues, and implementing interventions to encourage positive behavior.

LMS: SuccessFactors, Workday, Docebo, Cornerstone, ComplianceWire, Moodle, SumTotal, Canvas, Blackboard and SABA

Tools: Camtasia Studio, Articulate Storyline 360, Adobe Captivate 2017, Teams, Zoom and Sharepoint. DMS: Veeva Vault, Documentum.

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