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Click here or scroll down to respond to this candidateITEAFGRAHAMVirginia Beach, VA Street Address , United StatesPHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONAL SUMMARYAn experienced manager with over a decade of developing and delivering high-quality technical training in a corporate setting. Able to utilize business acumen to understand the challenges of the employees, key performance indicators of the management teams, and the vision of executive stakeholders to simply put, GET RESULTS. Demonstrated passion to demystify technical content into engaging activities to achieve mission critical tasks through thoughtful design and targeted facilitation. Collaborates with leadership team to identify hidden improvements aligned with the organization's priorities, the people, culture and morale of the company.SKILLSTraining DeliveryTrain the Trainer CertifiedTraining Video ProductionCurriculum DesignAssessment Design/DeliveryCurriculum DevelopmentOrientation and OnboardingCognos LMSAdobe ConnectMS Office/G-SuiteBlended LearningAdult Learning TheoryProject ManagementSlack/BlueJeans VideoConferencing/Webex MeetingsAGILE TrainedWorkdayAdobe CaptivateALLIE LearningClient/Vendor Relationship ManagementFIERCE TrainedEXPERIENCESr. Trainer - Global Learning & Development (Mobile)Verizon United StatesMarch 2022 June 2023Proficient experience in BlueJeans, WebEx, Adobe Connect, Workday, Allego, and SlackMulti-level training proficiency with mass audiences including in seat, virtual, on location, e-learning, hands-on, instructional methods, job aids, refresher training,New Hire Lead trainer (Technical support, Mobile, FiOS, SPC, Contractor training)Strong understanding of logistics and supply chain management principlesStrong analytical and problem-solving abilitiesTechnical Support, Onboarding, Fios, Mobile, New Hire, social media from new hire to Director levelExperienced in learning and performance principles, and concepts, (needs assessments, learning objectives, curriculum development, lesson planning, facilitation guides and assessment measurement)Independently launched vendor centers (Cebu City, PH) (Manilla, PH) (Atlanta, GA)Established and managed business reviews with internal and external partners, vendors, and business group customers in alignment with business requirementsSupport career growth and development of new hire and front-line agents, managers, and executives by monitoring success and evaluating opportunities to become more proficient in their positionsPlanned, created, organized, led, produced, and evaluated training videosLead multiple complex cross functional teams successfullyLead Train-the-Trainer programs as required for department course complianceAnalyze needs, develop and administer budgets, staffing recommendations, and learning objectivesDesign, develop, deliver and deploy training materials and workshops across the globeMaintain key partnerships with business leaders to align and recommend solutions that meet learner and business needsIdentify/implement competency models including integration of learning tools and programsServe as a subject matter expert for training effectiveness audits for internal and external clientsDemonstrates high level of flexibility and willingness to travel up to 75% or moreProject Management to include rostering, learning environment logistics, learner statistics, budget analysis, ROI, and other course analytics.Chat team ManagementSocial Media team managementSr. Analyst/Technical - Instructor Global Learning & DevelopmentVerizon Hampton/Hybrid/Remote, VA, United StatesApril 2014 - March 2022Design and facilitate technical learning solutions that are engaging, fun and enable employees to deliver and solve customer challengesAlign and exceed the standards of global training and delivery for training types such as project management, train-the-trainer, onboarding, continuing education, leadership and marketing initiativesProject Management to include: class rosters, program codes, learner statistics, ROI, and other pertinent course analyticsLead and participated in train-the-trainer programs as required for department course complianceAnalyze needs, develop and administer budgets, staffing recommendations, and learning objectivesDesign, develop, deliver and deploy training materials and specialized workshops across the globeMaintain key partnerships with business leaders to align and recommend solutions that meet learner and business needsIdentify and implement competency models including integration of learning tools and programsServe as a subject matter expert for training effectiveness audits for internal and external clientsProficiency in virtual content delivery utilizing the Adobe Connect platformNew hire Lead Trainer certifiedDemonstrates high level of flexibility and willingness to travelExtensive experience working independently with minimal supervision.Contributed to strategies for enhanced system capacity through improved automation and standardization.Built data visualizations to present easy-to-understand reports and documentation.Established metrics and benchmarks to track performance against industry standards.Fiber Customer Support AgentVerizon Hampton, VAJanuary 2013 - January 2014Front line contact for provisioning and maintenance of customer inquiries related fiber-based voice, data and video service issuesAnalyze and isolate service order or outagesUtilize various test equipment to analyze fail codes and cables modelsAssist in the installation of PC software or to ensure the configuration is accurateInitiate connections for PC components, functionality, diagnostic setup and supportMultitask using up to three screens, terminals and a host of software to engage customersApply understanding of home networking components such as routers, LAN Topology, Ethernet and Network Interface Cards to resolve technical escalations related to Fiber services.Technical Support LeadCox Communications Chesapeake, VAJanuary 2010 - January 2013Managed support and help desk as analyst for over 200+ call center employeesBring triage and resolution to complex hardware and virtualization environments focusing on various software and applicationsCapture, maintain and close a host of daily tickets using documentation and resources as neededProvide timely support for issues received via phone, email, instant message and remote contactTest, pilot and implement changes of new product rolloutProvide technical guidance in other areasProactively manage continuous process improvement based on customer feedback.Technical Support RepresentativeCox Communications Chesapeake, VAJanuary 2008 - January 2010Serve as the frontline to the Cox Communication brand to deliver a best-in-class technical experiencePromote quality customer service in a fast-paced call center environmentEngage in real-time troubleshooting to resolve first level technical support issuesEducate residential customers about the installation and use of their Cox products and service.Consultant,General Dynamics, Chesapeake, VA 2001 2008Led major Common Access Card project supplying military with and instructing local hires for the creation of Common Access Cards ensuring solutions are implemented effectively and within project scope and timelines.Collaborate with clients to assess their operational needs, provide technical consultation, and develop tailored solutions.Provide technical support and troubleshooting on systems, equipment, or processes deployed in the field.Work closely with cross-functional teams to ensure seamless integration and deployment of products and services.Perform field assessments, conduct system evaluations, and provide detailed recommendations for process improvements.Ensure compliance with all safety standards, industry regulations, and company policies during field operations.Develop and deliver comprehensive reports, documentation, and presentations to communicate project progress, risks, and results to stakeholders.Train and support client teams on system usage, maintenance, and troubleshooting.Identify potential business opportunities and collaborate with the sales and business development teams to expand client relationships.Stay up-to-date with the latest industry trends and technologies to provide cutting-edge consulting services.Logistics Coordinator,Titan Unidyne, Norfolk, VA 2000-2001Coordinated and oversaw the daily logistics operations, including shipment scheduling, tracking, and documentation.Worked with suppliers, freight carriers, and internal teams to ensure seamless transportation and delivery of goods.Developed and maintained shipping schedules, ensuring all logistics activities are completed within defined timelines.Tracked shipments and resolve any issues related to delays, damaged goods, or discrepancies in quantities.Managed inventory levels to prevent stock shortages or overages and ensure accurate record-keeping.Prepared and maintained necessary documentation such as bills of lading, customs declarations, and invoices for shipments.Analyzed logistics data and generate reports on shipping costs, delivery performance, and carrier efficiency.Identified areas for process improvement within logistics and supply chain operations to increase efficiency and reduce costs.Assisted with vendor negotiations and help manage third-party logistics provider relationships.Warehouse Technician,Federal Emergency Management Agency, College Park, GA 1999 2000Received, stored, and distributed materials, equipment, and supplies in accordance with FEMA guidelines and inventory management systems.Ensured timely and accurate shipping, receiving, and storage of disaster relief materials and equipment.Operated forklifts, pallet jacks, and other warehouse machinery to move and organize stock safely and efficiently.Performed regular inventory checks, cycle counts, and audits to maintain accurate stock levels.Prepared and packed materials for shipment to disaster areas, ensuring all documentation is complete and compliant.Collaborated with logistics teams and external contractors to coordinate the transportation and distribution of supplies to disaster sites.Tracked and reported on the status of incoming and outgoing shipments, ensuring all information is updated in the inventory management system.Assisted in maintaining and repairing warehouse equipment and identifying needs for replacements or upgrades.Supported FEMAs disaster response and recovery operations by being available for deployment to field locations if necessary.EDUCATIONBachelor of Science - Information SystemsRegent University, VAMay 2021Associate of Science - Network SecurityECPI College, VAJanuary 2007AWARDS2014, Top Sales Volume, Verizon Mid-Atlantic2013, Top Revenue Earner, Verizon Mid-Atlantic2008, 2009, and 2010, Golden Digi Award, Cox CommunicationMILITARY EXPERIENCEUnited States Navy, Sonar Technician, Norfolk, VAOperated the ANS-QS 56 Sonar Suite, monitoring and analyzing sonar displays to detect, classify, and track underwater contacts such as submarines and mines.Conducted passive and active sonar operations to support Anti-Submarine Warfare (ASW) missions, providing real-time data to command and combat teams.Assisted in the maintenance, calibration, and repair of sonar systems and associated electronic components to ensure system readiness and operational efficiency.Performed system diagnostics to identify and troubleshoot technical issues, performing repairs or coordinating with higher-level technicians as needed.Prepared and maintained detailed logs of sonar data, documenting contact information, system performance, and relevant acoustic readings.Supported sonar-related training exercises, ensuring the proper operation of the ANS-QS 56 Sonar Suite and training junior personnel in its use.Collaborated with other combat systems teams, including fire control and electronic warfare teams, to ensure comprehensive operational readiness during missions.Monitored underwater environments during operational deployments, including detection of surface ships, underwater mines, and other potential hazards.Maintained awareness of the latest sonar technology advancements and operational best practices, continuously improving performance and knowledge of undersea warfare.Complied with Navy standards and protocols for equipment maintenance, safety, and operational procedures in all sonar-related activities.LANGUAGESpanishIntermediate |
