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Click here or scroll down to respond to this candidate4419 SILVER RIDGE WAY AUSTELL, GEORGIA 30106PHONE PHONE NUMBER AVAILABLE FAX PHONE NUMBER AVAILABLE E-MAIL EMAIL AVAILABLEJEFFREY SAMS, SR.SUMMARY OF QUALIFICATIONS28 years+ experience training, supervising, and support services.Supervised and trained thousands of employees in industrial manufacturing, mortgage banking and finance sales, global wealth management, and healthcare. Strong people and customer service skills. Work proficiently with high technology applications and with key information technology personnel to deliver training and desk side support to end users on EPIC EHR Software, SAP S4 Hana, SAP C4C, SAP - CRM, MM, WM modules and a variety of proprietary systems applications. Worked with Epic Hyperspace Systems in which training was provided to thousands of healthcare end users on electronic healthcare records management in preparation for official GO LIVE. I have participated in several train-the-trainer sessions that have contributed to my success and growth as a senior trainer. Rapid response time when responding to customer needs, especially issues involving quality control and the on-time receipt of goods and services. Shows concern for all aspects of the job and demonstrates a leadership role for others to follow while delivering the characteristics of a team player.EDUCATION2014 - 2014 WellStar Hospital Development Center, Atlanta, GeorgiaEpic Super User Inpatient Training Program2005 - 2005 Capstone Institute of Mortgage Finance, Marietta, GeorgiaPrinciples of Mortgage Finance, Georgia Regulations & Compliances1989 - 1994 Savannah State University, Savannah, GeorgiaBusiness Management/Information SystemsPROFESSIONAL EXPERIENCESeptember 2023 Present EversourceFacilitator / Training Specialist / SAP S4 Hana, SAP C4CProvide virtual/onsite Instructor Led Training to Eversources teammates on SAP Omni and Omni Cloud Internal Systems.Utilized Microsoft Teams to conduct training sessions via remote classroom and onsite face-to-face sessions.Introduced SAP to front/back-office teammates, utilizing Eversources role-based specialized learning journey.Provide navigational best practices on how to best leverage the system when taking calls from Customers/Business PartnersMonitor Learning Journey progress to ensure the student is on track with completing assigned courses in the allotted time permitted.Conduct Proficiency Labs that contain specialized use cases designed to help the participant in comfortably navigating the system.Attend weekly Facilitator Huddles to provide training status updates and end-user feedback.Assigned to several post go-live activities and assignments such as Hyper Care Bridge Line Support, Technical Support (creating SNOW tickets) and Continuing Educational Classes.Responsible for SAP UAT and testing of job-aids to ensure the end-users experience aligns with the Business expectation for implementation and GO-LIVE.August 2022 June 2023 Dominion EnergyFacilitator / Training Specialist / SAP S4 Hana, SAP C4CProvide virtual/onsite Instructor Led Training to Dominion Energys teammates on SAP CORE and SAP CORE connect Internal Systems.Utilized Microsoft Teams to conduct training sessions via remote classroom and onsite face-to-face sessions.Introduced SAP to front/back-office teammates, utilizing Dominion Energys role-based specialized learning journey.Provide navigational best practices on how to best leverage the system when taking calls from Customers/Business PartnersCreate role specific end-user job aids.Monitor Learning Journey progress to ensure the student is on track with completing assigned courses in the allotted time permitted.Conduct Proficiency Labs that contain specialized use cases designed to help the participant in comfortably navigating the system.Attend daily debrief meetings to provide training status updates and end-user feedback.Conduct specialized workshops for specific Business Units as assigned.Assigned to several post go-live activities and assignments such as Hyper Care Bridge Line Support, Technical Support (creating SNOW tickets) and Continuing Educational Classes.June 2021 March 2022 Truist Financial CorporationFacilitator / Training Specialist / Instructional DesignerConduct policy and procedures training to help prepare all teammates for the Banks official merger between SunTrust and BB & T now Truist GO-LIVE Training.Responsible for delivering system training to Branch Leaders and Relationship Bankers via WebEx and Skype for Business.Responsible for attendance tracking and issuing course credit in the Banks Learning Management System (LMS), Teammate Learning Experience.Provide navigational best practices on inputting (keying) consumer lending and small business applications.Trained on solutions knowledge resources and consultative conversation best practices when recommending product solutions to clients.May 2019 March 2021 IconmaConsultant, Virtual Onsite Facilitator, Instructional Designer/ Truist Bank (Formerly SunTrust Bank)Responsible for delivering enterprise-wide Instructor-Led Training to all Truist teammates regarding Data Governance Policies & Standards.Responsible for delivering enterprise-wide Instructor-Led Training to Truist teammates whom resides in Data Accountability Roles, which focuses on ensuring the success of being a good Data Steward.Trained Data Stewards on leveraging Power Business Intelligence Reports (Power BI) to analyze and clean data that resides in Lakes and Marts.Conduct in person training and virtual training via Cisco WebEx and Skype for Business.Execute instructional design activities required to build & structure content for in person and remote training modules.Responsible for collaborating with SMEs within Data Governance, Privacy, Cyber Security and Legal to create course material for enterprise rollouts, e.g., California Consumer Privacy Act (CCPA), Data Stewardship Program, Document Retention Program and Data Privacy Classification Initiatives.Responsible for creating and writing various types of user documentation, including how-to guides/QRGs, cheat sheets and instruction manuals, etc.Create and maintain data journey maps showing end-to-end processes using graphical and visualization tools such as Captivate, PowerPoint, Visio.May 2018 February 2019 The Training AssociatesFacilitator-Consultant/Sprint Communications, Sprint UniversityResponsible for delivering virtual Instructor-Led Training to all Sprint new hires.Conduct training via Saba Meeting Space where I was responsible for daily setup of online classroom and maintaining a positive learning environment that also promotes personal growth.Responsible for sending status updates to supervisors, managers, and district managers regarding student performance; attendance, class participation, and course completion work.April 2017 March 2018 The Training AssociatesSenior Training Specialist-Consultant /Quest DiagnosticsResponsible for traveling to medical facilities throughout the southeast to deliver classroom and desk side support training to doctors, nurses, clinicians, and office support staff on Quests new lab ordering application, Quantum eLabs. Training consisted of converting clients from their existing lab ordering system to a new and improved streamlined system.Responsible for conducting remote Cisco WebEx training to all internal and external Quests sales representatives and clients on how to properly enter lab orders electronically.Conduct follow-up calls and additional support to all Quests clients to ensure customer satisfaction.Send detailed reports on each onsite visit and virtual training that includes attendance records, system issues, and software installations conducted onsite & remotely.December 2015 January 2017 Mansfield Oil CompanySenior Training Specialist-Consultant /Instructional DesignerResponsible for the GO-LIVE process which converted Mansfield Oil from its legacy system to a new ERP System.Responsible for implementing and testing the End-To-End Process to ensure system accuracy.Responsible for training implementation, which included scheduling of live and remote classes across multiple job roles, classroom facilitation, Q&A sessions, daily practice lab sessions, and elbow to elbow support.Assisted in UAT testing.Worked closely with the Business in implementing key Change Management strategies that contributed to a successful system rollout.Worked closely with system developers in implementing system requirements.Responsible for training content development, e.g., slide presentations, quick reference guides (QRGs), recorded live training sessions for future playback reference.Responsible for managing Saba LMS (Learning Management System), ensuring that training materials are uploaded in the system and periodically updated, managing students learning journey, and making sure that course completion credit is awarded.Responsible for maintaining a project plan and attending daily steering team meetings to ensure that timelines are met and to minimize any potential setbacks to scheduled GO-LIVE date.February 2015 September 2015 The Training AssociatesSenior Training Specialist-Consultant /Morgan Stanley Wealth ManagementResponsible for delivering classroom and desk side support training/coaching for MSSB Wealth Management Group.Provide software implementation and conversion training from Morgan Stanley Smith Barneys Legacy Systems to a new state of the art proprietary cloud-based platform system.Conduct end user support/coaching using a specified curriculum based on outlines and courseware provided by MSSB.Conduct end user training on migration from Microsoft Office 2007 to 2010 that involved deployment to more than 20,000 end users throughout the United States.Provide specialized training on integrated proprietary CRM System and third-party CRM software such as, Bill Good and Gorilla.Assisted Financial Advisors in utilizing Power Business Intelligence Reports (Power BI Reports) that assisted them in better serving clients with appropriate marketing campaigns. The campaigns are created as a targeted approach in introducing portfolio funds that closely aligns with the clients existing short term/long term financial goals.Responsible for all aspects of the 3D Desktop for financial advisors and branch support users; all applications, systems and tools agnostic of the product, service or generic aspect the application supports.Responsible for all technical troubleshooting relating to system malfunctions, system updates, user logon issues, and workarounds.Assist in the process of planning developing and creating training material for the Technology Integration Team to deliver to end users, using knowledge of the effectiveness of methods such as Instructor Led Training (ILT), demonstrations, one-on-one support, virtual live meetings, conference calls, and workshops.Provide remote control desktop computing support to all end users for the purpose of immediate or on demand training guidance and technical troubleshooting.Proficient and knowledgeable in adult education learning, thus utilizing and applying the theory of Transformational Learning to achieve goals and success within an organization.Provide feedback and metric reports to upper management that details progress of training and areas of improvement; via email, team meetings, and SharePoint to publish and share information with the Technology Training Group.September 2014 January 2015 Alorica, Inc.Benefeds Technical Trainer / Classroom Facilitator Benefits Open EnrollmentProvide instructor led training to call center customer service agents and floor support supervisors on processing open enrollment request for federal employees dental and vision insurance program (FEDVIP).Responsible for systems implementation training and application management processes that includes navigation and program utilization.Responsible for troubleshooting the clients three main systems in a timely manner, thus preventing major downtimes and loss of production work for customer service agents.Provide continuous floor support and desk side support /coaching.Communicate daily with PM and upper management via emails, daily check in calls, and SharePoint to discuss training progress and any system issues.January 2015 November 2015 WellStar Health SystemEpic EHR Implementation /Super User TrainerProvide support for the roll-out of Epic EHR training to end-users in hospitals, ancillary clinics, hospice, and WellStar Medical Group Offices (WMG).Assist in providing Go-Live-Support and training for WellStar Hospitals in the Metro Atlanta Area.Provide elbow-to-elbow support to staff on various workflows that includes but is not limited to admissions, surgical, discharging, transfers, placing orders, med-reconciliation, insurance billing, and note documentation.Educate and assist physicians on how to document encounters, manage their in-basket, orders, personalization, smart tools, and preference list.Responsible for end-user technical troubleshooting.December 2010 January 2014 The Training AssociatesSenior Training Specialist-Consultant /Morgan Stanley Smith Barney Wealth Management Acquisition MergerResponsible for delivering classroom and desk side support training/coaching for MSSB Wealth Management Group.Provide software implementation and conversion training from Morgan Stanley Smith Barneys Legacy Systems to a new state of the art proprietary cloud-based platform system.Conduct end user support/coaching using a specified curriculum based on outlines and courseware provided by MSSB.Conduct end user training on migration from Microsoft Office 2007 to 2010 that involved deployment to more than 20,000 end users throughout the United States.Provide specialized training on integrated proprietary CRM System and third-party CRM software such as, Bill Good and Gorilla.Responsible for all aspects of the 3D Desktop for financial advisors and branch support users; all applications, systems and tools agnostic of the product, service or generic aspect the application supports.Responsible for all technical troubleshooting relating to system malfunctions, system updates, user logon issues, and workarounds.Assist in the process of planning developing and creating training material for the Technology Integration Team to deliver to end users, using knowledge of the effectiveness of methods such as Instructor Led Training (ILT), demonstrations, one-on-one support, virtual live meetings, conference calls, and workshops.Proficient and knowledgeable in adult education learning, thus utilizing and applying the theory of Transformational Learning to achieve goals and success within an organization.Provide feedback and metric reports to upper management that details progress of training and areas of improvement; via email, team meetings, and SharePoint to publish and share information with the Technology Training Group.February 2004 February 2010 Advantage Mortgage SolutionsHome Loan Consultant / SalesResponsible for managing the daily operations policies and proceduresfor Advantage Mortgage Solutions.Responsible for loan originating, loan processing, and generating sales leads.Responsible for consulting daily with clients to ensure that a suitable home loan is being fulfilled according to clients needs.Responsible for protecting the privacy of all borrowers and potential borrowers private information.Responsible for coordinating weekly steering team meetings that introduces new and reinforces current Georgia Regulation Compliances, new policy and procedures, and new home loan programs.August 1996 October 2010 Plastipak Packaging, Inc.Warehouse-Logistics Manager / SAP Training SpecialistResponsible for managing process and procedures to ensure that our manufacturing facilitys goals are consistently being met.Responsible for carrying out all standard operational procedures that involves but is not limited to Manufacturing, Warehousing, Logistics, and SAP ERP.Responsible for SAP training and implementation procedures toprepare our company for its official (GO LIVE DATE).Responsible for resolving all issues pertaining to SAP and RF scanning support, while minimizing downtime.Support SAP configuration in the areas of Manufacturing, MM master data, purchase/transfer orders, goods movement, WM set up, and picking/placement strategy configuration and handling.Responsible for all tasks within the supply chain, including consumption-based planning, vendor evaluation and invoice verification.Responsible for making sure that the manufacturing raw materials supply areas are maintained with all that is needed to make a finished product.Participated in weekly mandatory steering team meetings that ensured that all departments were in sync with achieving manufacturing goals.Conducts or coordinate all levels of logistics training pertaining to all warehouse functions, transportation, production, and raw material handling processes.Member of the ISO 9001:2000 Certified Auditor and Trainer Committee/Certificate of Achievement.Computer Skills:Operating systems (Windows and Mac OS)Office suites (Microsoft Office, G Suite)SAP S/4 Hana, SAP C4C, SAP - MM, WM, IM, CRM, EPICCommunication and collaboration tools (Jabber, Skype, SharePoint)Online Classroom & Presentation Tools (Saba LMS, Cisco Webex, Skype for Business, GoToMeeting, Microsoft TEAMS, PowerPoint, Adobe Captivate)Desktop Sharing and Support Tools (TeamViewer, Quick Assist, GO ToAssist) |
