Matthews, North Carolina, United States
Career goal is to secure a challenging position that will leverage my skills managing technical people and processes in an environment where I can continue to learn, grow and excel through team building, driving complex projects to completion and building relationships across groups. I am experienced in training methods and organizations, great customer service, and liaising between highly technical and non-technical people.
• Annually worked with 60 – 70 global SMEs (Subject Matter Experts) from the support organization to develop and deliver 60 – 80 courses of training back to their teams. • Demonstrated the tools and templates for creating and delivering training and assisted the authors with design and implementation issues and I provided guidance for virtual and classroom deliveries. • Tracked all efforts and reported progress and results to management. • Worked with my peers to find new and better ways to provide training to our very technical audience. • Managed the training budget and advised the business on training activities and methods. • Led or attended numerous meetings with other internal organizations to coordinate global readiness efforts for new product launches and to identify and fill knowledge gaps. o This included making contacts, developing relationships and sharing knowledge and resources. • Over the years I have moved the business to more online and virtual training while maintaining high satisfaction levels and eliminating almost all training related travel expenses worldwide. • Attended training conferences, including the PDC (Professional Developer’s Conference) 2008; Tech Ready 6 and 12 and helped facilitate GEARS (Global Education and Readiness Summit) 2013.
• 3/93 – 1/97 After 6 weeks of Windows, tools and process training and 5 weeks of Access training, I supported customers using the Microsoft Access rdb product. • Access MCP and Bug Tracker. • Lead for 3 Focus Groups: Security, VBA coding issues and designing complex reports. • 1/97 - Moved to Developer Support where I supported software developers using Microsoft tools. • MCSD certified. • I developed and delivered numerous brown bags (1 hour training sessions.) • Contributed to two internal publications. • Supported the Visual Studio IDE, application deployment and the Visual Basic programming language. • Worked with software developers to troubleshoot their problems, develop a solution, often writing or debugging code, and when necessary, assisting the customer in implementing the solution. • I was an expert in writing custom printing code, converting C++/C# code to VB code, employing a variety of APIs, resolving form and control issues, often writing custom controls. • I was usually the backup manager for my team and scheduled and conducted hiring interviews making hire/no hire recommendations. All of my hires have been very successful. I continuously learned new skills, software, tools and processes. I employed troubleshooting and problem solving with strong communication and presentation skills to drive innovation and efficiency. I worked both independently and collaboratively with globally and technically diverse teams, requiring customer focus and technical expertise. I have written, reviewed or edited hundreds of technical articles for the public Knowledge Base, and I organized my team to create this content. My accomplishments as a Content Lead prompted my business to ask me to be the “Readiness Lead” for the 2005 product launch and my success led to it being a permanent position as a Business Program Manager.
As the manager of the MIS department, I maintained hardware and software, including telecommunications linking 11 resorts and the home office. I quickly fixed problems, increased efficiency and automated processes to eliminate one full time and one part time position, saving the company money. I trained and supervised a Programmer and an Operator and worked with all other departments to create and customize solutions to meet their changing needs. I also researched and recommended hardware upgrades including a new computer system for a spin off business. I traveled to the resorts to open new offices, set up new equipment and train users. Immediately after hurricane Hugo I travelled to the coast and got the flooded resorts back online and functional again.