CAREER SUMMARY:

A certified Project Manager with over 20 years of business and leadership experi
ence. Specific areas of expertise include: Business Intelligence, Change Manage
ment, Organizational Development, Strategic Operations, Call Center Management a
nd Team Development, Technical Training and Courseware Development. Industries
that I have experience in are the following: Medical, Pharmaceutical, Retail,
Sales, Telecommunication, Television Media and Shopping Networks, U.S. Governmen
t (State and Army), and Utilities (Oil and Gas).
SKILLS MATRIX SUMMARY
CERTIFICATIONS YEARS EXPERIENCE DETAILS
Project Management Institute >10 PMI Program Management Professional (PgMP)
Target completion date Q3-2010
PMI Project Management Professional (PMP), 2009
SAP Courses >10 SAP GUI R/3 ERP (Enterprise Resource Planning Courses:
SAP TERP1e: ERP 6.0, Solution Architect, 2009
SAP125: SAP Navigation
SCM500: Processes to Procurement
SCM510: Inventory Management and Physical Inventory
WNATT: Train-the-Trainer (required in order to become a Certified SAP Instruct
or for SAP America)
HCM: ERP030, HR050, HR505, HR305, HR316, HR580, SAP BW for HCM Virtual Class (W
NABHR) 3-day and E-Recruiting (HR316)
SAP America Instructor >10 WNATT
SCM510
Siebel 7.8 >7 Expertise in all previous versions of Siebel as well
Supply Chain Management
(Not affiliated with SAP) >7 SOLE Certificate
LIS (Logistics Informations Systems)
LE (Logistics Execution)
www.supplychainonline.com
SCM101: Introduction to Supply Chain Management
SCM102: Supply Chain Strategies I: Aligning Strategies; Efficiency and Cost Sa
vings
SCM103: Supply Chain Strategies II: Responsiveness and Advanced Topics
SCM104: Internet Technologies: Internet Technologies and Supply Chain Manageme
nt
SCM105: Performance Measures: Performance Measures for Supply Chain Management
SCM106: Product and Process Design: Product and Process Design for Supply Chai
n Management
ISD (Instructional Systems Design) and Training >10 American Society of Training
and Development (ASTD)
e-Learning Applications >10 Assima, Captivate, Flash, iTutor, OnDemand Personal
Navigator 8.7.4 and 8.0.1, uPerform 4.0, SnagIt 9.1.3
EXPERT LEVEL YEARS EXPERIENCE DETAILS
MS Office Professional (2003 and 2007) >20 Excel, Outlook, Publisher, and Word
GENERAL KNOWLEDGE YEARS EXPERIENCE DETAILS
Project Management Applications >7 Primavera, MS Project 2003 and 2007
SAP Applications and Modules >10 CRM (Customer Relationship Management) 5.0:
SFA (Sales Force Automation)
ERP (Enterprise Resource Planning) 6.0:
BI, BW, EDW, HCM, IM/WM, IS Retail, MM, PLM, PP, and SD
Business Reports Software >7 Crystal Reporting, Enterprise Data Warehouse
Other CRM Applications >5 CAS CPWerks 6.0, SalesForce Automation (SFA), Dendrite
Mobile Intelligence Solution for Web Force
Business Process Modeling Tools >5 ARIS Business Publisher 7.1.02 (trained only)
, Visio 2007
Other >10 Adobe Standard 9.0
WORK EXPERIENCE:
TELESTO GROUP, LLC. (EMPLOYEE), PRINCETON, NJ (TENURE: 06/18/2008-06/30/2010)
Client: U.S. Army, CCAD, Corpus Christi, TX (SEPT 2009-JUN 30, 2010)
Role(s): Project Manager, Aviation and Missile Command (AMCOM) Deputy Program Ma
nager,
Corpus Christi Army Depot (CCAD) Site Lead, Trainer and ISD (Instructional Syste
m Designer)
o Provide the AMCOM Team with strategic direction and counseling as needed
o Create and present SAP end-user training documentation for the Logistics Moder
nization Program
o Create and present key Management reports to Government Officers and Telesto P
artners pertaining to AMCOM training sustainment efforts, systems, etc.
o Provide assistance to both Shop Floor, PSA Analysts, MRP Controllers, Material
Master Cells and MRP-Materials Management Areas with functional and technical s
upport
o Map functional security roles to transaction code permissions to ensure proper
alignment to job function.
o Promote Heavy Change Management and Supply Chain Execution methods and strateg
ies to provide the end user with a safe zone via training to discuss current iss
ues on the Shop Floors/Hangars
o Execute support and training for MRP, Master Data, Materials Management, Route
s, BOMs, study Project Systems and Procurement to offer expertise for end users
and to execute effective training materials
o Develop, review, and utilize cross-functional (IMMC to Depot) course materials
o Utilize forecasting and demand planning techniquest via SAP APO from IMMC-leve
l Integration Support for the Depots
Tools: SAP ERP 6.0 (Multiple Modules PP, MM, IM, WM, FI, CO, PS, PLM, IBO (LMP),
Logistics Execution), ARIS Business Publisher, MS
Office Professional 2007. Average class size: 10-20
Client: U.S. Army, Corpus Christi Army Depot (CCAD), Corpus Christi, TX (NOV 200
8-SEP 2009)
Role(s): Call Center Manager, Trainer II and Instructional Systems Designer (ISD
)
o Developed the following SAP courses for the second deployment of LMP: PLM100,
PLM200, PLM400
o Created regulations and Standard Operating Procedures (SOPs) as needed
Tools: SAP ERP 4.6, ARIS Business Publisher, MS Office Professional 2003
TELESTO GROUP, LLC. (CONTRACTOR), PRINCETON, NJ (JUN-NOV 2008)
Client: Computer Sciences Corporation (CSC), Marlton, New Jersey
Role(s): SAP ISD and Trainer
o Created, recorded, and published content based on SAPs PLM (Product Lifecycle
Management) module
o Provided functional security role mapping analysis
Tools: SAP ERP 4.6, ARIS Business Publisher, uPerform, MS Office Professional 20
03
LOCKHEED MARTIN (CONTRACTOR-DAYS/EVENINGS/WEEKENDS AS AVAILABLE), (AUG 2007-FEB
2008)
Role(s): Lead Trainer, Senior Instructional Designer, and Copy Editor for initia
lly (HCM), then (MM-PP) Modules
o Trained on the following topics: THR10 Management and Administration, I and I
I, HR505-Organizational Management, HR305-Master Data Configuration and E-Recrui
ting
o Procurement, Contracts, Sourcing, and Supply Chain Management
o Reviewed Business Process Procedures (BPPs), edited materials, created and pr
esented detailed design
o Documented and trained a variety of Aerospace and Defense and Material Expedit
er Teams on the following SAP modules: Requisition-to-Procurement, Production P
lanning, Sales and Distribution, and Materials Management
o Trained and responsible for executing MRP Runs and triaging of MRP exception m
essages
Tools: MS Office tools, SAP all modules (except XI,QM), and OnDemand Personal Na
vigator. Average class size: 25-50
RJ REYNOLDS (CONTRACTOR-DAYS ONLY), (NOV 2007-FEB 2008)
Role(s): Lead Trainer, Voyager Connect Project
o Responsible for providing training to more than 200 trainers on this Nationwid
e Rollout
o Ensured all trainers had support stayed on task
o Provided feedback to client and teams on enhancements, recommendations, etc.
Tools: CAS CPWerx; SAP CRM (IS, SD)
PACIFIC GAS AND ELECTRIC (CONTRACTOR), (JAN-OCT 2007)
Role(s): Senior SAP Technical Systems Trainer and Subject Matter Expert (Change
Management, Supply Chain, and Warehouse-Distribution)
o Provided technical training and systems support to Sales Representatives in th
e following areas: Materials Management, WMS, WRM, Shopping Carts, Compatible Un
it ordering, and many other forms of SAP
o Introduced new systems and processes for entering data as part of a Change Man
agement initiative
o Created and utilized Visio-work stream documentation and rapid response materi
als
o Trained warehouse pickers on how to order and replenish inventory stock using
SAP
o Utilized Materials Resource/Requirements Planning (MRP), Materials Management,
Contracts, Sourcing via Production Planning and Sales and Distribution. Main f
ocus was on the Manufacturing Plants and Warehouse Storage Locations
Tools: SAP, CRM Modules: MM, PP, SD and Workflow, Logistics Execution, Procurem
ent (PP), Manufacturing (Discrete)
DENDRITE (CONTRACTOR) (JAN, MAY, JUN, and OCT 2007)
Client(s): Novartis, Procter and Gamble, UCB Pharmaceuticals
Role(s): Technical Systems Trainer
o Provided technical training and systems support to Pharmaceutical Sales Repres
entatives
Tools: Siebel, Dendrite Mobile Intelligence
VANGENT (FORMERLY PEARSON GOVERNMENT SOLUTIONS)/CBTEAM (CONTRACTOR) (MAY 2007)
Role(s): Copy Editor and Instructional Designer
o Reviewed, verified, and edited course content prior to final approval by the C
enter for Medicare/Medicade Services (CMS)
Tools: Government Tool called NGD, MS Office. Average class size: N/A
ST.JUDE HOSPITALS NATIONWIDE (CONTRACTOR), (APR 2007)
Role(s): Training Specialist
o Provided instructional design and training support to Team Sales Support Field
Executives, Direct Sales, Field Medical Supply Chain Representatives for 2 nati
onwide database platforms. Topics included: Order Fulfillment, Stock Replenish
ment, Supply Chain Analytics, Supply Chain Sales and Operations Planning
Tools: Siebel 7.7 . Average class size: 15-50
PCG ENTERPISES (CONTRACTOR), (APR 9 and 23, 2007)
Client: Novo Nordisk
Role(s): Training Specialist
o Provided Technical Systems training support to New-Hire Pharmaceutical Field S
ales Representatives
Tools: Siebel 7.7. Average class size: 25-100
UCB PHARMACEUTICALS (CONTRACTOR), (2006)
Role(s): Dendrite Application Training Specialist
o Managed training initiatives on new Dendrite System
o Trained District Managers, IBU Specialists, and fellow trainers on how to view
, use, troubleshoot, maintain records and reports, and on Relationship Managemen
t skills
Tools: Dendrite Mobile Intelligence, MS Office, Siebel. Average class size: 15
-50. Received scores of 4.95 out of 5.0 on evaluations.
GLOBAL KNOWLEDGE (CONTRACTOR), (2006-3 mos. and 2007-3 mos.)
Client: Cardinal Health, Sherwood, Arkansas Call Center
Role(s): Training Specialist
o Delivered classroom training targeted at Medical Sales Representatives using a
highly customized version of SAP
Results of training: Secured more than $2 million in new sales within 2 months
of training rollout
Tools: SAP CRM 5.0 (BW, Sales Force Automation) and SAP ERP (SCM). Average clas
s size: 15-30

SAMS WHOLESALE CLUB (CONTRACTOR), (2001 and 2005)

Role(s): Instructional Designer and Project Manager for Nationwide Upgrade Train
ing, District and Local Offices
o Trained warehouse staff on Replenishment-Based Distribution Modules and VMI (V
endor Managed Inventory) including upgrades and load requirements, heavy change
management, production planning, material movements and storage locations / bin
set-up
Tools: SAP CRM-ERP/Backend Supply Chain/Warehousing Modules, MM, PP, Manufacturi
ng,HCM, FI/CO, and PS Average class size: 50-200
C3I CONTRACTOR), (JAN-MAY 2007)
Client: Roche Pharmaceuticals
Role(s): Training Specialist
o Created training programs on a highly customized software solution.
o Provided using Siebel for Pharmacy Representatives
o Trained Pharmacy Representatives on the following areas: Skills-based scenario
training (Day-in-The-Life) on both laptops and on iPAQ handheld device, analyti
cs reporting, and other server applications
Tools: Siebel 7.8. Average class size: 25-100
TELESOLUTIONS CONSULTING, LLC (CONTRACTOR), (AUG 2006-JAN 2007)
Role(s): Senior Instructional Designer and Lead Trainer
o Provided needs assessment analysis to review current and work stream documenta
tion
o Learned antiquated UNIX-based system (Carey Software and Carey Enterprise Syst
em) to create process-oriented documentation
o Researched and introduced new software and practices after performing extensiv
e business and forecasting analyses
Tools: CES, SAP IS. Average class size: 15-50
PEARSON GOVERNMENT SOLUTIONS (CONTRACTOR), (VARIOUS ROLLOUTS 2004-2007)
Role(s): Trainer and Lead Trainer, Center for Medicaid/Medicare Services, Pearso
n Performance Solutions
o Provided software training during the pilot, initial rollout,and maintenance p
hases of the project
o Introduced Medicare Prescription Drug Plan (PDP) (Part D) to over 2,000 reps a
t Sitel and Convergys sites throughout the U.S.
o Provided technical training on Siebel NGD (scripts database) and the PDP Tool
to sign up for Part D through online channels
Tools: Siebel NGD, PDP Tool. Average class size: 15-50.
APEX SYSTEMS, INC. (CONSULTANT), (JAN-JUL 2006)
Client: Capital One Bank-Hibernia National Bank
Role(s): Vice President of Bank Online and Senior Instructional Designer and Lea
d Trainer
o Conceptualized, planned, and implemented heavy business analysis, data flows,
and process/work stream mapping for Bank Online
o Communicated and reinforced strategic client benefits, extensive working knowl
edge of change management and merger and acquisitions to bring a non-bank/financ
ial entity into the banking realm
o Trained support staff and management after purchase of Hibernia National Bank,
introducing new technology, practices, and software
o Elevated customer service levels by retraining over 14 front-line managers and
provided clear direction
o Hired, coached, promoted, and evaluated staff members, creating a bonus struct
ure to improve team productivity
Tool: Extra, Touch Point, SAP (FI/CO, IS Retail). Average class size: 25-50
TELESOLUTIONS CONSULTING, LLC. (CONSULTANT), (2003-2005)
Role(s): Training Specialist and Technical System Trainer
o Trained Sales Representatives on various software applications as well as soft
skills such as: customer service, communication, and sales
Tools: SAP Modules: IS Retail, and 21 various Cingular Wireless/AT&T-related pro
prietary systems. Average class size: 30-35
WINNING STRATEGIES (CONSULTANT), (2002-2003)
Role(s): Call Center Site Director, Estate Planning, Change Management Coordinat
or
o Managed and led daily operations with 15 supervisors, customer service represe
ntatives, and support staff
o Administered a Call Center budget to ensure operations were completed in the m
ost cost-effective manner
o Provided Sales Training to staff, including customer service representatives a
nd management teams
o Provided direct support to management in all areas of Human Resources includin
g employee relations, recruitment and selection, compensation, development and t
raining, and performance management
o Functioned as a trusted advisor for legal or sensitive issues, handled unemplo
yment hearings and conference calls
o Attended departmental meetings and monitored departmental activities and provi
de dispute or issue resolution techniques
o Partnered with cross functional HR teams to develop and disseminate division o
r company-wide information
o Partnered with Management/Supervisors to aid in performance appraisals-evaluat
ions and exiting employees
o Worked with Workforce Management to create hiring plan for all sites
Tools: SAP all modules, Avaya, Lucent CentreVu Supervisor, Outbound Dialers and
other proprietary systems. Average class size: 50-100
MATRIX RESOURCES (CONTRACTOR), (2001-2002)
Client: Fujitsu Transaction Solutions
Role(s): Call Center Manager and Traffic Project Manager
o NCR Point-of-Sale (POS) systems/registers/handheld/ATM and retail support at a
ll levels from the call center
o Directed, trained, and coached all field engineers with regards to call routin
g and parts ordering
o Developed strategies to increase service sales. Result: Signed $2 million con
tract with national retailer (Marshalls) to provide SAP training
Tools: SAP 4.6 IM/WM, SAP CRM, MD/MM, HCM-Human Resources Payroll, Time Manageme
nt, Travel Management, SAP BW for HCM, ERP-HCM
APAC TELESERVICES (EMPLOYEE), (1996-2000)
Role(s): Regional Workforce Director of Customer Services, Traffic and Schedulin
g Departments
o Managed team of 22 Site Schedulers and 18 Traffic Coordinators for a multi-cli
ent inbound and outbound call center
o Developed and executed procedures for Hurricane Preparedness, Y2K Readiness, a
nd client Go-Live activities
o Provided coaching and leadership training to new employees
o Coached teams to provide excellent Sevice Levels, Occupancy Rates, and Handlin
g Times often exceeding goals.
o Corporate Award Recipient: Thinking outside of the box contest, Grand Prize wa
s a trip for 2 to Maui, Hawaii
Tools: Totalview-IEX, Lucent CentreVu Supervisor, Aspect (TCS)-TeleCenter System
, MS Office, and Superflash Revenue Accounting DBase
FIRST DATA CORPORATION (EMPLOYEE), (1993-1996)
Role(s) Traffic and Workforce Scheduler
o Managed team of 4 Schedulers and 3 Traffic Analysts
o Provided reporting on results (call handling statistics), reported out on Serv
ice Levels, Training Issues, etc.
o Conducted all business, team, and Client reviews.
o Created procedural documentation with regards to calibrations for the Quality
Department (Monitors)
Tools: Access Database, EMPs Scheduling and Forecasting Unix System, and MS Offi
ce.
EDUCATION:
Project Management Professional (PMP) certification, Project Management Institu
te (PMI), 2009
Masters Project Management, Villanova University, MAY 2006
Bachelors Degree in Business Administration, Minor in Project Management, DeVry
University, Downers Grove, IL (slated-Q4-2010)