resume

Top performing Training Specialist with over two decades of experience in various sectors and a proven track record in roles of increasing responsibility. Efficient Training and Implementations project manager who prioritizes to meet deliverables and budgets. Applies strong customer service skills to build lasting relationships with internal and external customers. Brings significant IT and training experience as well as a unique perspective of being a software developer to be able to work closely with development teams, and a champion for end-users and customer satisfaction to develop and implement customized solutions to meet business needs.

PROFESSIONAL EXPERIENCE

EC Advance, Mississauga, ON, 2017-Present

Microsoft Dynamics Gold ERP Partner

ERP Training and Implementation Consultant

Project lead with focus on implementation and delivery of ERP and CRM software applications. Managed projects from inception to customer signoff and meet aggressive project milestones. Business analysis, scope of work and requirements definition, project estimating, solution design and product demonstration.

Key Achievements:

• Created guidelines and best practices for on-boarding new hires

• Provide application training to client users

• Lead discovery, design, planning deployment of ERP implementation projects

• Understand client user and system requirements and identify specific enhancement customizations if necessary, document business requirements and functional specifications

• Analyze client business process and recommend ways to improve or re-engineer for optimum performance

• Analyzed and assessed training needs to develop effective custom tailored and unique training solutions

• Manage client expectations, the project team (internal and external) and provide great customer service

• Provide technical support for project life cycle

• Work with application developers during development and testing phases

• Configure ERP and CRM applications for customer environment

• Draft user documentation

Champion Home Builders, Troy, MI, 2016-2017

International Manufacturer of Factory Built Homes, headquartered in Troy, MI.

Training and Implementation Analyst / Project Manager (Contract)

Implementation Project Manager for New Plant acquisition, ERP Implementations. Managed Order Entry, Accounts Payables, Infrastructure Upgrades and Data archiving projects.

Key Achievements:

• Developed customizable implementation template to allow easy transition to new projects and locations

• IT Systems Project Manager on three new Plant Openings

• Tested software upgrades, internally, and worked with external user groups to achieve acceptance

• Prepared Release Documentation, and internal documentation for new software releases

• Trained end users on new deployments at new divisions

• Handled day-to-day Help desk support tickets

• Championed Support for global organization

• Analyzed and assessed training needs to develop effective custom tailored and unique training solutions

• Developed Business Rules, Functional Specifications and Interface Specifications for processes and applications

• Provided assistance in the administration of Salesforce

Great Gulf / Ashton Woods Homes, Orlando, FL, 2013-2015

Innovative designer and builder of high-quality homes across the country, a subsidiary of Great Gulf Homes.

Director of Information Technology (IT)

Developed and implemented several key strategies and new systems meeting all project deliverables and budgets following thorough analysis of existing systems and needs. Established two new online training sites, Learning Ashton Woods and Ashton Woods University, with documentation, videos, learning modules, and Moodle and a training team for proprietary Homebuilding Software. Support Apple technology: iPhones, iPads, Apple TV’s, and MacBooks and implemented AirWatch MDM for more than 600 iPads, launching, setting up, and administering the system. Played a key role in the company’s move to Microsoft Office 365, directing the rollout and documentation. Served as Technical liaison to the IT Group in Toronto to complete integration with existing in-house software and systems. Evaluated new hardware, software and apps for the company, recommended the best options, and developed and implemented rollout plans. Report to Corporate Management and Division Managements.

Key Achievements:

• One on One, Conference Rooms, Remote Sessions, Train the Trainer, Development of newsletters, board and executive presentations, online seminars.

• Experience training audiences from Front-line warehouse or construction workers, to corporate executives

• Experienced “road warrior”, training on-site across the United States with varying content and class sizes, in various environments and venue.

• Creation of Courses, learning plans, videos, printed material, downloadable materials, quizzes and KPI’s to test training effectiveness

• Created training programs from concept to reality

• Creation of LMS Sites, and online “University” sites for Software Processes, Sales Processes, Quality Processes and Vendor Relations

• Original content creation, and customization of outside consultants’ content

• Budgeting of training team, job descriptions, travel plans, and reporting

• Recruiting, reviews, and management and coaching of training resources

• Management of expectations, and reporting to upper management of training KPI’s, and plans

• Effectively manage a training and support team among multiple global firms, and all associated logistics

• Administered the rollout of SalesForce, training 150 users and supporting its implementation and maintenance.

• Evaluated and recommended technologies, from Software applications, to tools, to hardware

• Called upon to develop unique solutions to unique problems through technology, processes and training

• Interviewed company stakeholders, and key users to analyze needs and plan new software modules designed to provide internal and external partners with more efficient access and systems to complete daily work.

• Established purchasing policies and standardized equipment for all divisions and negotiated pricing and service contracts with external vendors.

• Created online form sites for all divisions to keep field staff up to date and ensured all forms met branding guidelines.

• Conducted strategic planning for the IT department, developing short- and long-term strategic goals.

• Developed a plan to reduce costs and increase efficiency by training in-house support staff and eliminating 3rd party consultants.

• Analyzed data storage and cloud storage solutions and recommended solutions to improve costs, data security, accessibility, and data integrity, integrating 5 systems into 1.

• Developed the analysis and plan to support a new company intranet site to improve communication across business lines and negotiated with software vendors.

• Used or evaluated multiple training and LMS and authoring tools, including Adobe Captivate, Moodle, Camtasia, WalkMe, Clarify, Screensteps, Articulate, PDF’s and PDF Forms, SurveyMonkey, MailChimp, and others as requested and needed

• Ensured compliance with IT Governance Controls.

Great Gulf / Ashton Woods Homes, Toronto, Canada, 2006-2013

An award-winning builder of new homes, owner of Ashton Woods.

Director of Training

Built the training department, hired and supervised a team of 4 trainers, and conducted trainings across the US and Canada. Deployed new software modules, continuous training of new users, and coaching for existing users. Gathered key requirements and recommended elements for system design.

Key Achievements:

• One on One, Conference Rooms, Remote Sessions, Train the Trainer, Development of newsletters, board and executive presentations, online seminars.

• Experience training audiences from Front-line warehouse or construction workers, to corporate executives

• Experienced “road warrior”, training on-site across the United States with varying content and class sizes, in various environments and venue.

• Creation of Courses, learning plans, videos, printed material, downloadable materials, quizzes and KPI’s to test training effectiveness

• Created training programs from concept to reality

• Budgeting of training team, job descriptions, travel plans, and reporting

• Created guidelines and best practices for onboarding new hires

• Hired, trained, managed and mentored a team of trainers across the United States

• Successfully Onboarded and trained new international Training Team

• Recruiting, reviews, and management of training resources

• Management of expectations, and reporting to upper management of training KPI’s, and plans

• Effectively manage a training and support team among multiple global firms, and all associated logistics

• Analysis, Design and deployment of multiple new software modules, including Purchase Orders, Lead Management, Construction Scheduling, Décor/Design, and trained staff in their use.

• Rolled out new iPhone and iPad technology to the company’s superintendents, training and supporting new users.

• Analysis and creation of key design specifications for the update of the company’s décor module, and CRM system.

• Responsible for analysis and planning of company’s move to Microsoft Dynamics NAV. Worked with Accounting department to develop specifications documents for presentation to outside consulting company.

• This role involved a significant amount of analysis and specifications gathering with Ashton Woods’ US locations, and compilation of functional specifications documentation, taking the project through the full SDLC including QA Testing, UA Testing, deployment, and training.

APPLE, INC, Ontario, Canada, 2009-2013

Training, Repair and Support Specialist

Trained Apple Retail customers on new technology, receiving a near-perfect net promoter feedback score.

Key Achievements:

• Met with customers to analyze their needs and assist in the selection of technology solutions.

• Served as in-store subject matter expert on technology, troubleshooting and repairing hardware and software.

• Management of expectations, and reporting to upper management of training KPI’s, and plans

• Played key role in opening and training staff at 2 new stores.

• Was one of the go-to people for technical knowledge in the store.

• Passionate about customer service and a commitment to exceeding expectations.

DGN Marketing Services LTD, Ontario, Canada, 2002-2006

Business Systems Analyst/Programmer

Met with stakeholders, running training and deployment planning sessions for Fortune 500 clients when new systems were launched. Played a key role in the conversion of the company's software from Pick to jBase and served as Project Lead on the implementation, programming, deployment, training and setup of the Radio Beacon WMS system. Developed business rules, and functional specifications to inform programming staff of clients’ needs.

Key Achievements:

• Business Needs Analysis, and developed system deployment plans for client and internal system releases, created user manuals, and conducted training sessions with major client groups, stakeholders, and internal users.

• Collaborated with senior management and stakeholders to define project scope, goals, and deliverables in support of business goals, developed and implemented project plans, meeting all deliverables.

• Designed interfaces with external systems, including WMS, Email, Bar Code Printers, PDF File Generation, XML based customer websites, Microsoft products.

• Performed cost-benefit and return-on-investment analyses for proposed systems

• Designed interfaces with external systems, including WMS, Email, Bar Code Printers, PDF File Generation, XML based customer websites, Microsoft products

• Lead design sessions in prototyping new systems to enhance business processes, operations, and information process flow

Earlier work experience includes IT Manager at MW Andison Computer Services, Inc (outsourced IT support, for multiple companies), and Trainer and Software Developer at QCS Business Solutions, Inc.

KEY SKILLS & STRENGTHS

Adult Training, Adobe Captivate, Air Watch MDM, Articulate 360, Barcode Technologies, Business Analysis, Business Process, Business Systems Analysis, Camtasia, Change Management, Client Relationship Building, Clarify, Coaching, Collaboration, Contract Negotiations, Crystal Reports, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service, Development Life Cycle (SDLC), Distribution Systems, Dynamics CRM, Email Systems & Integration, ERP Implementation Project Management, ERP Implementations, HTML, Integration, ISO 9001:2000 Auditor, IT Consulting, IT Management, IT Strategy, Jet Reports, Joint Application Design, Leadership, Management, Microsoft Dynamics NAV (Navision), Microsoft Excel, Microsoft Office, Moodle, MS Office 365, Negotiation, OSX, iOS, Pick/jBase/D3/Multivalue Programmer, Point of Sale, Problem Solving, Process Improvement, Process Scheduler, Programmer/Analyst, Project Management, Requirements Analysis, Requirements Gathering, Sales, Salesforce, Screensteps, Software Deployment, Software Development Life Cycle (SDLC), SQL, Staff Management & Development, Strategic Planning, Team Building, Team Leadership, Team Management, Team Management, Teamwork, Technical Support/Helpdesk, Technical Training, Training, Training & Development, Vendor management, Warehousing

PROFESSIONAL TRAINING

SalesForce ADM201

jBase Programming

ISO Fundamentals

QMI ISO 9001:2000 Internal Auditor