*Experienced Trainer, Instructional Designer, Business Analyst, and Organizational Development Professional with more than ••••• years of diverse background as a teacher, trainer, instructional designer, manager, and consultant *Resourceful problem-solver with proven ability to conceptualize solutions to challenging situations, and implement practical, cost effective results. * Articulate and humorous communicator, skilled in motivating employees to achieve maximum performance and results, while resolving conflicts and building lasting relationships with subordinates, vendors, customers, and strategic business partners. *Proven ability to teach and train adult learners in group settings. *High degree of initiative, with a hunger for learning new skills and acquiring new knowledge. *Demonstrated skill in facilitating individual, group, and organizational learning and change. *Team player with excellent interpersonal and communication skills. *Visionary Leader offering progressive management success and dynamic achievements in operations; customer service/ sales, and relationship management; telecommunications; healthcare, and business process development.
PROFESSIONAL PROFILE *Experienced Trainer, Instructional Designer, Business Analyst, and Organizational Development Professional with more than ••••• years of diverse background as a teacher, trainer, instructional designer, manager, and consultant *Resourceful problem-solver with proven ability to conceptualize solutions to challenging situations, and implement practical, cost effective results. * Articulate and humorous communicator, skilled in motivating employees to achieve maximum performance and results, while resolving conflicts and building lasting relationships with subordinates, vendors, customers, and strategic business partners. *Proven ability to teach and train adult learners in group settings. *High degree of initiative, with a hunger for learning new skills and acquiring new knowledge. *Demonstrated skill in facilitating individual, group, and organizational learning and change. *Team player with excellent interpersonal and communication skills. *Visionary Leader offering progressive management success and dynamic achievements in operations; customer service/ sales, and relationship management; telecommunications; healthcare, and business process development.
EDUCATION Master of Science-Applied Behavioral Science (M.S•••••ABS), Johns Hopkins University, Baltimore, MD, ••••• Double Major: Human Resources-Training; Human Resources-Organizational Development Graduate Fellows-Leadership Development Program, Johns Hopkins University, Baltimore, MD, ••••• Associate of Arts (A.A.), Catonsville Community College, Catonsville, MD, •••••; Major: Marketing Management Associate of Applied Science (A.A.S.); Major: Marketing Bachelor of Music Education •••••), Shenandoah University and Conservatory of Music, Winchester, VA, ••••• Major: Music Educationâ€“ Flute; Minor: Piano CAREER SKILLS / KNOWLEDGE Training/Curriculum Development; Training Seminar / Workshop Development; Train-the-Trainer Instruction; Training Department Management; Training Needs Analysis/ Surveys; Platform Skills / Public Speaking; Training Evaluation/ Measurement; Instructional Design/ Development; e-learning development; Performance Consulting; Software User Training / Curriculum Development; Group Facilitation; Change Management; Organizational Development; Myers Briggs Type Inventory; D*I*S*C Developmental Training; Technical Training Instruction; Diversity / Sexual Harassment; Career Development/ Resume Writing Services; Process Documentation/Performance Monitoring; Customer Service / Relationship Building; Employee Relations; Performance Appraisal ; Labor Relations; Call Center Management; Staff Supervision; Executive/Management/Staff Development; Staff Recruitment / Development; Succession Planning; Capital and Expense Budget Management; Strategic Planning Meetings/ Workshops; Sales/ Marketing/ Customer Service; Project Management; Business Start-Up/ Independent Consulting; Proposal/Contract Development; Business Analysis/ Systems Testing / Implementation; Multiple Computer Applications
PROFESSIONAL EXPERIENCE/ CAREER ACHIEVEMENTS The National Archives and Records 1/••••• â€“ •••••/••••• Administration (NARA) / OPTIMOS, Inc. (Contractors) SHIVA Information Technology Services, Inc. (Sub-Contractors) Consultant / Contractor: Training Specialist/ Business Analyst As Training Specialist performed Needs/ Gap Analysis and Design/Development of the ARCIS Training Program including training material and manuals, with participant evaluations. Facilitated Train-the-Trainer Sessions. Developed curriculum/course/design of the ARCIS Application Software User Guide. Developed training modules for new process development and implementation. Performed Business Analyst functions and acted as liaison between NARA and OPTMOS, Inc., the providers of the ARCIS application. Developed system test strategies and plans; performed system testing and created/ executed automated test scripts in support of application maintenance tasks and projects. Wrote test plans and test cases of the business process system application and performed system testing procedures. Assisted with the development team in translating and documenting NARA business needs to the functional and technical requirements for the project. Worked from existing test plans and functional specifications to develop and execute detailed manual test cases. Kept a detailed log of all the keystrokes and/or commands entered during testing and how the computer responded to them. Noted all problems and any error messages or codes displayed by the computer, along with the series of commands that produced the problem. Wrote detailed reports of tests and passed to a Quality Assurance manager who worked with the programmers. Demonstrated a fairly high tolerance for repetition with a low boredom threshold.
Premier Elections (Maryland) •••••/••••• â€“ 4/••••• PDS Technical Services (Contractors) Consultant / Contractor: Voting Judge Trainer Accurately trained Maryland Election Poll Workers, Election Officials and Judges, and Peers in the use of Maryland Diebold voting machines and optical scan machines in a classroom environment stressing the security, integrity, and accuracy of the voting unit.
The National Archives and Records •••••/••••• â€“ 6/••••• Administration (NARA) / ALON, Inc. (Contractors) Consultant / Contractor: Senior Organizational Development Specialist III Acted as liaison between Training/Change Management/Communications departments, where I identified and used methodologies and tools to assess user acceptance issues and requirements relative to the transformational Electronic Records Archives (ERA) system. Lead the establishment of comprehensive communications plans that identified stake holderâ€™s messages, communications vehicles, and resources needed to build a guiding coalition of leaders at all levels and drive NARA change management efforts throughout stakeholder communities to explain business process changes.
St. Joseph Medical Center, Towson, MD.••••••••••/••••••••••/••••• Consultant / Contractor: Training and Organizational Development Specialist Coordinated, planned, documented, administrated, facilitated, and evaluated the weekly •••••day Hospital-wide New Employee Orientation for staff, management, and executive - level employees in a •••••bed facility staffed by ••••• employees, with •••••% compliance for attendance, and achieved •••••% satisfaction on post-training participant evaluation. Coordinated with Executive staff and all hospital department heads to collaborate and schedule training material and presentations.
Johns Hopkins Home Care Group, Dundalk, MD. ••••••••••/••••• â€“ •••••/••••• Consultant / Contractor: Training and Organizational Development Coordinator Established the direction, methodology, and managed the delivery of organizational training projects in multiple formats including classroom, web-cast, multimedia, and distance-based self study. Worked closely with the Vice-President/ Director of Quality Management to ensure that Staff Development activities resulted in measurable improvements in performance, and prepared executives, managers and staff employees to accomplish job results. Worked closely with the Standards Department and other Advisory committees to gather information to meet educational objectives and Joint Commission on Accreditation of Healthcare Organizations (JCAHO) regulations and requirements. Delivered Myers Briggs Inventory to all staff from Executive Team to all other on and off site personnel. Co-facilitated company-wide Customer Satisfaction (SPARKLE) program. Coordinated management and general orientation, as well as the annual employee competency event (Spring Fling). Coordinated, developed and facilitated on-line vendor DMETrain e-learning Training. Developed company-wide JCAHO preparation and Periodic Performance Review (PPR) oversight and training program for Regulatory Agency Accreditation. Designed and developed the on-line employee Mandatory Education Presentation and Test. Other responsibilities included the coordination of clinical and patient education activities, and committee leadership.
Legg Mason Wood Walker, Inc. Corporate Headquarters, Baltimore, MD •••••/••••• â€“ •••••/••••• Consultant / Contractor: Training and Organizational Development Specialist Designed, developed, and delivered a •••••day change management workshop intervention on â€œManaging Changeâ€ for ••••• management and staff financial advisors, focused on the people side of change including changes to business processes, systems and technology, job roles, and organizational structures, to drive faster adaptation and utilization of changes impacting employees.
C&P Telephone Co. / Bell Atlantic/ Verizon Global Networks, Inc., ••••••••••/••••• - •••••/••••• Greenbelt, MD.; Hunt Valley, MD; Arlington, VA.; Baltimore, MD.; Richmond, VA ••••• TSPS â€œ0â€ Long Distance Operator/ Customer Service Representative/ Change Agent/ Project Manager/ Instructional Designer and Developer/ System Designer/ Team Leader/ Supervisor Inside Operations Provisioning/ Performance Manager/ Process Engineer/ Quality Assurance Specialist As Performance Manager/Process Engineer/QA Specialist: Recruited for the grass roots formation of Verizon Global Networks, Inc. which has subsequently become the Verizon Wireless Network. Responsibility to coach, train, and prepare newly promoted 2nd-Level managers to define and accomplish company, organizational, and job results, by developing and facilitating organizational development workshops and interventions in order to team-build and coach the original managers on working together in a team environment, and supervising lower level first line managers. Collaborated one-on-one with the organizationâ€™s Executive Director to formulate and document her Vision, Mission, Organizational Goals, Milestones and Expectations for the newly established company; Responsible for the Delegation of Authority Policy; Organizational Structure including Position Management; and Team Development Processes. Advised on the building of the organization, and developed, maintained and documented all procedures, records, team communications, forms, files, correspondence, and the delegation of team tasks. Maintained the $••••• $6 Million Capital and Expense Budget; and the scheduling, documenting, and maintenance of all travel and training budget administration and expenditures for the Management and Executive employees. I established methodology, metrics and measurements that were implemented by twelve management teams consisting of ••••• employees. I held collaborative team meetings covering various subject matter necessary for building the foundation and establishing the processes and procedures necessary to kick off a newly formed company and organization such as the establishment of a performance management system, which included documentation and training managers and supervisors on the processes of conducting performance appraisals, performance reviews, and the development of an organizational reward system; I identified knowledge and skill gaps within the operations organization via the utilization of focus groups, subject matter expert interviews, front-line sit-ins, and on-the-job observations where I identified and used methodologies and tools to assess user acceptance issues and requirements relative to a transformational IS system. I monitored the diverse culture, ethics, and ISO compliance and follow-up as well as the participation and retention of employees in the managed training curricula; made necessary changes. Developed and delivered over ••••• courses in soft skills management training, technical systems, and basic telephony fundamentals and skills training for 1st line managers, and a ••••• member 2nd line manager and Director team, meeting or exceeding deadlines •••••% of the time; conducted needs analysis, and managed the development, design, documentation, and implementation of employee job descriptions, systems tasks, methods, and procedures, with training recommendations for forty-seven job titles to support the newly established ••••• employee organization. As Team Leader/Supervisor: Overcame strong resistance and negativism to successfully supervise ••••• reports consisting of 2 Special Clerks and ••••• Switch Translations Central Office Technicians in a call center operations environment with 0% labor employee grievances; Project managed over ••••• special projects with internal and external customers, engineers, company vendors, and marketing representatives. Conceived and successfully implemented new Central Office Technician work flow processes and procedures, and reduced overtime use and expenditures from •••••% to 3% in a 3 month time period resulting in an annual organizational savings of $•••••,••••• As Systems Designer: Successfully researched, designed, developed, implemented and documented test cases for each expressTRAK Network software system requirements through, conversion; integration; regression; and frozen code testing Cycles with a •••••% success rate; provided technical support and problem resolution to computer operations department for environmental hardware and software problems. Designed and facilitated team building activities and management training sessions for network staff meetings for ••••• people; managerâ€™s staff meetings for 9 people and network regional staff meetings for ••••• people that included: mini-workshops, exercises, and team-building sessions. As Project Manager/Instructional Designer/Developer: Designed, developed, and facilitated instructional material for end-user/stakeholder training courses to support soft skills and technical development. Demonstrated and utilized effective needs analysis, project management, course development, and evaluation skills to develop entry and advanced level courses for both internal and external audiences. Established and maintained relationships with vendors to facilitate timely completion of projects. Conducted research to ensure training content was thorough, relevant, accurate and current through interviews, facilitation of focus groups, and the creation of process maps used to collect and analyze data. Successfully managed the development, design, and production of training media, such as guide books, job aids, and other collateral offerings. Identified, recruited, and managed trainers, and facilitated the delivery of soft skills, technical, and telecom training projects, services, and workshops. Responsibly handled vendor management, required to negotiate with, and direct the work of all outsourced vendor trainers and contractors. Required to research, solicit, develop, draft, evaluate, and respond to Request For Proposals (RFPs), and Statement of Work (SOW) documents, to negotiate proposals and contracts for outsourced training vendor selection. Interviewed and evaluated such proposals and contracts from AT&T, Lucent Technologies, and various other software application vendors, as well as â€œoff the shelfâ€ soft skills training vendors and contractors, which required evaluating the Scope of Work, the Deliverables, Install and/or Turn Over requirements, Service Level Agreements, Time Line, Terms and Conditions, Evaluation of Results, as well as inevitable changes and unanticipated issues and requirements for the purpose of maximizing financial and operational performance and minimizing risk to the organization. As Change-Agent for the Maryland Regional Culture Change Committee: Supervised, coached, and mentored over ••••• call center employees on newly mandated culture change policy, procedures, and adherence of â€œBell Atlantic Wayâ€ initiatives. Responsible for the development, training, implementation, and evaluation of integrated corporation-wide change management plans and strategies to facilitate the successful transition of stakeholders to â€œBell Atlantic Wayâ€ behaviors. As â€œ0â€ Operator/ Customer Service Representative: Successfully handled consumer implementation, changes or billing requests of products/services for residential customers in the Md. regional area Call Center. Competently processed Long Distance calls for incoming Business and Residential Consumers.
Richmond Public Schools, Richmond, VA. ••••••••••/••••• - •••••/••••• Certified (K â€“ •••••) Public School Teacher Responsibilities included teaching various subject units and classes for Richmond Public School students in grades K•••••
CAREER RELATED CERTIFICATES, LICENSES, HONORS, AFFILIATIONS Langevin Learning Center - Master Trainer Certification (In Progress) Langevin Learning Center - Instructional Designer/Developer Certification Langevin Learning Center â€“ e-learning Specialist Certification Otto Kroeger/ Type Resources- â€œMyers-Briggsâ€ Administrator Certification Carlson Learning- â€œD.I.S.C.â€ Administrator Certification Nominated candidate for Malcolm Baldridge Award in Community Service Whoâ€™s Who of American Professional Women; Metropolitan Whoâ€™s Who; BILTMORE Whoâ€™s Who Among Executives and Professional Women American Society for Training and Development (ASTD); National Association of Female Executives (NAFE); National MBA Association (NBMBA) Member of Board of Directors-Wagner Farm Home Owners Association
COMPUTER APPLICATIONS Windows NT; •••••; XP; Vista; TrainerSoft e-learning Training Development Software; Microsoft Works; Microsoft Project; Lotus •••••; Lotus Notes; AB: QM; Microsoft Office Suite (Word, Excel. PowerPoint, Access); Visio; GroupWise; DMETrain; Camtasia Studio; Adobe; Adobe Captivate; HTML; Seibel/ ARCIS; Blackboard; Telecommunications Systems: AVOM; IDCM; Xpercom; Bell Atlantic TEDS System; SSNS; Service Express; WFA-C;WFA DI;WFA-DO; XEA; MTS; APRIL; NSDB; SOM; LFACS; TIRKS; MARCH;VSAM;SOACS;BOSS;COSMOS LIVEWIRE;FOMS;LMOS;SWITCH; ACCESS;PREMIS. REFERENCE COMMENTS â€œâ€¦••••• was originally hired to design and develop the Seibel based ARCIS Software Curriculum, Application Manual, User Guides, and conduct Train the Trainer Sessions. However, she quickly adapted and jumped right in when she was asked to also perform multiple cycles of systems application testing and documentation of procedures which were a crucial part of the project lifecycle, but not originally part of her stated objectives and responsibilities. ••••• performed as an excellent and adaptable people oriented team player. She consistently projected a relentless approach to being involved and getting to know essential elements happening within the project. She quickly learned the software and how to do things better. She demonstrated an incredible attention to detail during the testing process. I commend her effort and wish her much luck in leveraging her many strengths to her advantage in working on future projects.â€ Ajay Avasthi, Vice-President SHIVA Information Technology Services, Inc.
â€œâ€¦Very willing to listen and then evaluate the process, seeing the big picture and then evaluating the needs/ corrections needed to best accommodate the defined need. She is easy to work with, and extremely helpful whether discussing possible changes or needed improvements. She is sensitive to everyoneâ€™s needs.â€ Patricia Stafford, RN, Clinical Application Support Analyst, St. Joseph Medical Center-Center for Clinical Excellence.
â€œâ€¦••••• is an organizer, and a person who will take the ball and run with it (creative leader). I found her to be very informative and knowledgeable and if she did not know the answer to something, she would research, and then call me back with the answer. She continuously demonstrates leadership, enthusiasm, and strive for excellence and compassionate care.â€ Larence Ryan, Manager-Partners In Practice-St. Joseph Medical Center-Center for Clinical Excellence.
â€œâ€¦I see Debâ€™s strengths as her desire to satisfy her customer, her approach to team work (she is definitely a team player), her good attitude and sense of humor, and her thoughtfulness as she interacts with our department.â€ Bonnie Thompson, Clinical Education Coordinator, St. Joseph Medical Center.
â€œâ€¦ Mrs. ••••• is a very strong oral communicator. She has the ability to make a point, then convey it clearly and concisely regardless of the audience. The highly technical nature of the work functions of my organization challenged Mrs. •••••â€™s ability to learn and adapt to new things, nevertheless she spent an enormous amount of time and energy to become proficient. Mrs. ••••• from our initial meeting through her last day on my team always looked for ways to better herself by asking, â€œWhat more can I do?â€ and â€œWhat can I do Better?â€ I believe as long as Mrs. ••••• maintains her current thirst for knowledge, her willingness to learn, her ability to share with others, and above all, keep faith in herself, she can be successful in any endeavorâ€ Joseph L. Edmonds, Director â€“Mid Atlantic Network Control Center, Verizon Communications.