Training Specialist

Patricia A. Graves (Pat)

407-***-**** (h) 407-***-**** (c)

******.********@*****.***

http://www.linkedin.com/in/patriciagraves

Summary of Qualifications

•Instructional Designer and Technical Trainer with over 20 years experience in training Technical Associates in AT&T data centers and Help Desks

•Proven ability to manage detailed projects that require multitasking, prioritizing and organizing

•Strong customer service and problem solving skills

•Excellent oral and written communication skills; proficient in MS Office applications

Professional Experience

Instructor/Facilitator

•Delivered Technical training across multiple data centers, primarily working in MVS and UNIX Operations resulting in decreased operator error, lowering overall cost and increasing productivity and morale.

•Taught over 20 Instructor-led courses including VTAM, TCP/IP, Teradata, Parallel Sysplex, z/OS, JES2, Control-M; resulting in customized training for the Technical staff at a lower cost than vendors.

•Facilitated blended learning training consisting of both instructor-led and computer-based programs. This training included IMS, DB2, Web Design and resulted in the expansion of the curriculum for the customer and increased job satisfaction.

•Conducted distance learning sessions using conference calls and NetMeeting for the classes CompuLert, Tivoli TEC, SA and IOM, and application-specific tools. Classes were often delivered across shifts per the customer’s request to lower payroll costs and ease scheduling conflicts.

•Facilitated ‘soft skills’ training across multiple data centers, including courses on Teamwork Skills, Problem and Quality Management and Business Writing resulting in improved morale, and a decrease in operator errors, particularly in change and problem management.

•Provided tutoring and coaching to associates who were identified by management as needing assistance. Set up schedules and programs to bring them back up to speed, especially after lengthy leaves of absence. This tutoring and coaching improved morale, efficiency and customer relations by integrating productive associates back into the workforce as quickly as possible.

Course Developer

•Co-authored the course development process, methods & procedures, job aids and publishing guidelines to standardize and improve the training product. Updated materials as the tools and processes changed from 100% instructor-led to primarily blended and distance learning.

•Published courseware in Microsoft Office software and graphics packages such as PhotoDelux, which saved publishing costs and reduced time to deliver courseware for training.

•Developed a Mainframe Phoenix CBT simulation/job aid for Console Operators to practice IPLing which reduced the error rate and shortened down time; managed the development of PC-based IPL simulator (Icon Author).

•Participated in AT&T initiatives by working with project teams to learn tools and software being introduced to the work centers, create and deploy training and provide instructor prep notes. Examples include: CompuLert, HP IT/O, Control-M/EM, Tivoli Tech Console and NetView. These initiatives were a major cost saver by doing the development in-house and allowing managers to schedule classes across tour, reducing overtime costs.

•Courses developed include those above and CMOS, Parallel Sysplex, Teradata, Advanced Jes2, and assorted Application specific courses.

Consultant

•Assessed requirements and prepared customized training to meet AT&T associate needs and job tasks. Sought vendor solution or internal development based on the front-end analysis resulting in decreased costs and time off the job.

•Researched and reviewed Computer Based training for Control Center Console Operations. Assisted in vendor negotiations. (Alpharetta Control Center). Created screencasts to supplement vendor training.

•Partnered with Tier 2 and 3 Support to provide overviews for the Techicians in the AT&T Network Services (ANS) Help Desk. This included contacting, scheduling and writing or editing the overview for the Tier 2 personnel.

•Managed the training organization’s finances resulting in controlling costs and creating team consensus in where dollars were spent.

•Researched video conferencing as an alternate delivery method of instruction. Wrote white paper on findings and recommendations.

•Provided point of contact for the customer with training issues and also provided backup for the Service Delivery Manager by attending meetings and assisting in BIP (Business Improvement) initiatives resulting in 99% customer satisfaction.

•Created custom curricula for IBM and AT&T personnel who were starting in Production Control with different levels of expertise. These curricula resulted in a rapid turnaround and ability for the managers to place personnel on a regular schedule, reducing costs and improving employee morale.

Professional Work History

Originally employed with AT&T which purchased the global data network of IBM in December 1998. As a result of this acquisition, 2,000 AT&T employees were outsourced to IBM.

IBM Global Services 1999-2009

Training Specialist - IBM Global Services on AT&T Account (1999-2009)

AT&T 1984 - 1999

Instructor/Developer - AT&T ITS Training & Education, (1990-1999)

Instructor - AT&T DP&CT and DPO,Oakton Data Center, (1988-1990)

Computer Operator/Computer Technician, AT&T ATTCOM (1984-1988)

Silver Spring Regional Processing Center (RPC) and Oakton Corporate Processing Center

Education

Bachelor of Professional Studies - B.P.S.,

Telecommunications and Human Resource Management Barry University, Miami Shores, Florida

Certificate

New and Emerging Industries – Digital Media Training Seminole State College, Heathrow, Florida

Technical Skills

•Provided PC hardware & software support for classrooms resulting in no budget takeouts for desktop support. Managed security (RACF) for AT&T-issued IDs (MVS, UNIX & Network) for the Training group.

•Operating Systems – UNIX, MVS (z/os), Windows

•Programming Languages – Basic, REXX, COBOL, JCL, HTML, CSS, PHP, Icon Author, Goal Systems

•PC Software – MS Office, Internet Explorer, Mozilla

•Mainframe software – TSO/ISPF, File-AID, SMS, HSM, RMM, CONTROL-M Connect:Direct, TCP/IP

Professional Affiliations

American Society for Training & Development

Barry University Alumni Association

League of Women Voters Seminole County, 2d Vice President

Digital Media Alliance of Florida, volunteer

WITI – Women in Technology - member

Contact this candidate