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Date Created: 12/22/15
J OHN B URLEIGH 415-309-3569 ~ firstname.lastname@example.org Q UALIFICATIONS PROFILE Dedicated professional with the ability to handle job responsibilities associated with corporate training, end-user training, software training, coaching, and management. Consistently promoted to leadership roles due to stellar business and training expertise. Dynamic leadership talents relating to staff supervision, training, and team initiatives. Tendency to thrive in fast-paced environments while remaining focused on attaining organizational objectives. Possess Active Secret Security Clearance with the United States Government. Proven success in streamlining daily processes, introducing process improvements, and implementing technology solutions. Corporate Training & Coaching End-User Training & Software Training Professional Development & Team Leadership Instructional Design & Training Materials Change Management & Process Improvement Curriculum Design & Virtual Classrooms Systems Implementation & IT Enhancements Software Training Program Development P ROFESSIONAL E XPERIENCE SOFTWARE GUIDANCE & ASSISTANCE INC. - New York, NY (2012 – Present) Technical Trainer Writer - Contraction position for JP Morgan Chase Integrated and delivered a 24X7 incident management support model for Call Center Infrastructure Services including Network (Data, Voice), Distributed (Server, Storage, and Distributed Applications), Mainframe and Large and Midrange technologies. Provided a managed service approach to customer service, increasing our effectiveness and efficiency in our Incident Management functions. Led and managed all Training and Curriculum Design deployment efforts for multiple divisional and regional call centers. Updated and created all supporting training materials including Participant Guides, Instructor Guides and supporting class materials. Identified scope of content to be trained for new launches, products, and policies and defined optimal vehicle for communicating and training new and updated content and information. Designed and utilized a rigorous process to ensure documentation is kept evergreen while meeting the requirements and project specifications. COMPUTER SCIENCE CORPORATION – Fairfax, VA (2008 – 2012) Lead Trainer/Quality Assurance Supervisor - Contracting position for Drug Enforcement Administration Spearheaded the development and implementation of software training programs for custom database applications. Delivered training to law enforcement while traveling on a global basis to training sites. Garnered recognition as a software systems expert for quality assurance of client database applications. Created and delivered customized onsite training per Client Request by working with clients to assess current needs, identify requirements and create solutions. Served as a SME for help desk on software applications. Facilitated security training for the facility and continually updated compliance of the training program. Championed efforts to design an electronic records keeping database that tracked all class rosters, signed security paperwork, class attendance, and class critiques. Oversaw quality control efforts that identified 26 bugs in 5 applications, which significantly reduced the time needed to release the applications. Recognized as the first site to go live with Microsoft SharePoint from Washington DC server farm, which encompassed creating and administering a separate SharePoint server for the internal network. Designed custom sensitive reports in BI for law enforcement end-users on one of the web based applications. J OHN B URLEIGH COMPUTER GENERATED SOLUTIONS, INC., LEARNING SERVICES DIVISION & TRAININGPRO'S, INC. — New York, NY & Alpharetta, GA (2004 – 2008) Trainer & Curriculum Developer Maintained full responsibility for providing technical training and managing curriculum development for various organizations and Fortune 500 companies including AT&T and IBM. Led all aspects of a sales training initiative for AT&T on device data literacy, which resulted in a 23% increase in data sales subsequent to the first benchmark and a 98.9% program completion rate. Facilitated a global solutions project training program for IBM involving a new mobile operating system, which included a 4-month nationwide project with 100% completion. Taught national sales techniques classes for Computer Generated Solutions and developed soft skills computer training programs for internal/external customers of Richard Griffin and Associates. Partnered with clients to assess and determine internal learning requirements. Directed the design of innovative and high-impact training programs that met business objectives. Interacted with vendors to select presentation and classroom equipment while ensuring functionality. Trained and coached small/large groups of employees at various education levels in call centers and formal settings. Selected to augment and update training exercises at client companies. GLENAYRE ELECTRONICS — Duluth, GA (1997 – 2003) Technical Trainer Lead / Course Developer, Information Services Charged with managing all aspects of domestic and international training initiatives for service departments of a $34 million manufacturer of communications equipment. Championed efforts to transform existing classrooms into new and innovative venues that utilized interactive and cutting-edge training technologies including CD tutorials, web-based training, and hands-on approaches. Supervised 4 trainers and 1 administrative professional. Assisted in performing beta tests on new training products, which ensured on-site training courses were available. Masterminded and instituted a 360-degree student tracking system as well as a 3-tier product certification program for customers and customer service representatives. Designed and implemented new product training courses for technical end-users, customer service engineers, and at customer on-site facilities. Evaluated company competencies and revised training venues as needed based on findings. Installed and maintained all training equipment including set-ups in classrooms. Coordinated all in-house administration, upgrades, and maintenance activities for Mitel phone switch and ACD. Provided first level and second level support for local and foreign offices globally. Early Career: Systems Engineer – HEWLETT PACKARD, Kennesaw, GA Computer Engineer – CIC SYSTEMS, INC., Norcross, GA Systems Administrator – RITE-WEIGHT, INC., Duluth, GA E DUCATION , T RAINING & C REDENTIALS Bachelor of Science, Information Technology (Pursuing) – Western Governors University Instructional Systems Designer – The Training Clinic Associate of Science, Electrical Engeneering – Interactive Learning Systems Hardware & Software Certifications: CompTIA CTT+ A+ HP – Netservers, PCs and Printers Novell – CNA Microsoft – MCP A FFILIATIONS American Society for Training & Development (ASTD) American Red Cross Instructor – Water Safety, First Aid, CPR, and AED Habitat for Humanity – Global Village Volunteer
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