Experience

REDCOM Laboratories, Inc.

• United States
• Telecommunications
• 100 - 200 Employee

• Product Trainer

  • Jan 2022 - Present



MediSked, a CaseWorthy Company

• United States
• Software Development
• 1 - 100 Employee

• Implementation and Training Specialist

  • Mar 2017 - Jun 2021

  • Managed a varied workload of implementation and post-go-live projects to ensure objectives are driven to successful completion on-time and within budget. • Made best-practice, consultative recommendations to assist clients in maximizing product use within their organizations. • Led regular status meetings and prepare/maintain project status documentation, including project management tools such as project plans, project timelines, task lists, decision logs, and end user reference guides. • Delivered product training and perform skills assessments to gauge client application proficiency. • Identified and addressed project obstacles, escalating within the MediSked Services organization when necessary. • Assisted the sales team with scoping sessions, product demos, conference calls, and trade shows. • Worked with Product Strategy and Design team to communicate client requirements and participate in design and implementation of updates to all MediSked platforms through to completion. • Participated in application testing and provide feedback to the Engineering team. • Developed written feature guides, user manuals, and process guides for internal- and client-facing applications. • Applied strong understanding and process safeguards of project management standards to ensure a high-quality client experience through project initiation, planning, execution, performance and control, and close. • Devised creative, constructive solutions to internal and external project roadblocks. • Produced requirements documentation for custom development and interfacing with third-party applications. • Designed strategic reporting solutions based on client needs. • Identified and troubleshot data quality issues. • Ensured a smooth client transition from implementation to ongoing support.



BCC Software

• United States
• Software Development
• 1 - 100 Employee

• Technical Instructor

  • Jan 2015 - Mar 2017

  • Provided standard and customized training services for BCC products and services to meet internal and external customer requirements either onsite, at BCC Software, web-based or another mutually agreeable location.• Continuously enhanced technical instructional delivery and presentation skills.• Worked with the content developer with research, designs, documents, and edits for training content including, but not limited to, training workbooks, webinars, e-learning, and audio/video training. This also includes evaluating content, formatting proof reading, and archiving.• Mentored other instructors in the subject matter, content, and course delivery techniques for assigned technical courses.• Ensured the quality and consistency of course content throughout a course life cycle.• Ensured operation of training equipment by maintaining equipment integrity; maintaining equipment inventories; evaluating new equipment and techniques.• Implemented approved revisions to course materials as necessary to improve training effectiveness. • Worked with the support manager, develop, document and implement an ongoing training plan for customer support.• Provided new hire training for all functional areas of BCC Software• Acted as trainer backup for Professional Services.• Performed various assignments as needed, to assist management and Customer Support in accomplishing its goals.

• Professional Services Engineer

  • Jan 2009 - Dec 2014

  • Performed onsite consulting and product implementation services including application installations and configurations, business process and data validation to help our customers achieve their business goals.• Provided standard and customized training services for BCC products and services to meet internal and external customer requirements either onsite, at BCC, web based or another mutually agreeable location.• Maintained current standardized delivery methods and consultancy skills.• Drove the professional service offerings through relationship building.• Responded to Professional Services and Training inquiries.• Implemented approved revisions to course materials as necessary to improve training effectiveness.• Upon request, assisted Sales Department with RFI process.• Served as a back-up to the Training Coordinator.

• Professional Services Instructor

  • Mar 2004 - Jan 2009

  • Provide standard and customized training to meet customer requirements either onsite, at BCC, via the web or another mutually agreeable location. • Work with Professional Service team to design, develop and maintain training programs including curriculum design, course materials, job aids, and evaluations.• Drive professional service offerings: classroom and customized training through team building and collaboration within functional teams.• Maintain current standardized training delivery methods.• Work with the Professional Services group to ensure our services are the best in the industry.

• Customer Support Technician Level III

  • Mar 1999 - Mar 2004

  • Shared product, industry and regulatory knowledge while mentoring and assisting CSTs to ensure that BCC provides the best overall service experience in the industry. • Demonstrated leadership in assuming responsibility for the most difficult problems and/or situations when there are no available precedents, guidelines or policies by drawing upon experience, input from others and structured problem-analysis techniques.• Acted as primary interface / liaison between Customer Support and other functional areas including Quality Control, Sales, Marketing and Programming. Available to assist with external Sales, Marketing, Industry or Training events or consulting engagements.• Used data related to current processes or products, identifies and presents recommendations regarding product functionality, direction and/or process improvements.• Performed various assignments, as needed, to assist management and Customer Support in accomplishing its goals.



Advanced Interconnect Manufacturing

• Supervisor

  • Feb 1994 - Mar 1999

  Supervisor- January 97' to March 99’ · Directed workflow in a high pace just in time environment. · Developed the budget for the Department · Oversee employees to insure high quality standards and structured processes are being followed. · Also deal with the daily manager responsibilities of scheduling work, days off request, and vacations. · Responsibilities also included Performance Appraisals, disciplinary actions when needed, and praise when warranted. Training Coordinator- January 95' to January 97' Developed and maintained a polished training system using modules and various training aids to provide all operators the knowledge to strengthen their skills. Quality Liaison- February 94' to January 95' Directed customer complaints, handled discrepant material, located root causes, produced corrective actions, performed quality control inspection on all incoming and outgoing product.