OVERVIEW

I am a dedicated, hard-working, professional with a wide range of abilities and experience. I have risen to the top of every team of which I have been a member. I take great pleasure in not only doing superior work, but also enabling those around me to perform at a high level.

My expertise lies in data analysis and performance improvement. My career has been dedicated to helping my customers understand their business and performance and improving performance through change management and strategic interventions.

PUBLICATIONS

Oracle CRM On Demand Reporting, McGraw-Hill Osborne Media; 1 edition (September 12, 2008), 474 pages.

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PROFESSIONAL EXPERIENCE

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Intelenex
October 2008 - Present

Manager, Business Intelligence Services

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Oracle (by Purchase of Siebel Systems, Inc.)
February 2001 - October 2008

Principal Consultant (October 2007 - Present)

• Manage large implementation projects of Oracle CRM On Demand
• Work directly with customers to determine business requirements based on their business processes
• Configure Oracle CRM On Demand to meet customers' business needs
• Develop Analytic Reports for customers and internal groups
• Serve as Moderator of the "CRM On Demand Analytics and Reports" Oracle Technology Network public online forum
• Serve as the Administrator for internal Oracle CRM On Demnad instance
• Develop internal tools and templates designed to increase efficiency and effectiveness of services delivery

Senior Consultant (June 2005 - October 2007)

• Worked directly with customers to determine training requirements based on their business processes
• Developed and delivered valid end-user training programs and Train-the-Trainer programs in person and via live Web classroom environments
• Developed and delivered technical training for Oracle CRM On Demand software products
• Developed Analytic Reports for customers and internal groups
• Served as Moderator of the "CRM On Demand Analytics and Reports" Oracle Technology Network public online forum
• Served as the Administrator for training and sales team's Customer Relationship Management software program
• Developed internal tools and templates designed to increase efficiency and effectiveness of services delivery

Senior Exam Developer (February 2001 - June 2005)

• Managed Exam Development Methodology and Processes for internal exam development for five high-stakes certification tracks made up of dozens of exams in 12 languages
• Developed valid and reliable Siebel Professional Certification exams
• Performed item analysis to determine validity and reliability of certification exams
• Maintained item pools for certification exams using Certs software
• Developed Study Guides, Web Sites, Exam Simulations, and other collateral for the Certification Programs
• Worked with localization professionals to release localized certification exams
• Worked directly with subject matter experts to define strategies and relevance of certification tracks
• Conducted training sessions on exam development, item analysis, and end-user product training
• Administered multiple databases to maintain data integrity, apply updates, modify data models, and develop custom database applications

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First Union National Bank
August 1999 - February 2001

First University E-Commerce/Specialty Finance College
Bank Officer - Project Manager/Instructional Designer

• Managed call center and customer relationship management training design projects including classroom material, computer-based training, web-based training, video, and paper-based training
• Completed detailed needs analysis of business problems and recommended organizational changes and/or training solutions to address business needs
• Conducted formative and summative evaluations of performance improvement initiatives, including statistical test validation and return on investment reporting
• Produced workshops, seminars, and job aids on Instructional Design, Performance Consulting, and Measurement and Evaluation for the Training Design Staff

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Handshaw & Associates
October 1995 - August 1999

Senior Performance Consultant

• Supervised team of four full-time Performance Consultants and 20+ temporary designers and writers
• Facilitated and tracked professional development of staff
• Served as Lead Instructional Designer on project teams
• Facilitated external workshops on ID and Performance Consulting

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Broadway & Seymour
December 1993 - October 1995

Information Development Consultant

• Wrote and edited multiple manuals for software products
• Analyzed and documented procedures

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EDUCATION

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M.Ed., Instructional Systems Technology - 1999
University of North Carolina at Charlotte - Charlotte, NC

• Concentration in Educational Measurement and Statistics
• Graduated Top of Class with 4.0 GPA
• Phi Kappa Phi Honor Society

B.A., English - 1993
University of North Carolina at Charlotte - Charlotte, NC

• Concentration in Technical Communications

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COMPETENCIES

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• Oracle CRM On Demand Configuration
• Oracle CRM On Demand Reports development
• Project Management
• Statistical Analysis
• Training Needs Analysis
• Performance/Task Analysis
• Educational Measurement/Evaluation
• Instructional Design
• Performance Consulting
• Courseware Development
• Graphics Development
• HTML Development
• Usability Testing
• Technical Writing/Editing

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SPEAKING APPEARANCES

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• Advanced Analytics Workshops to numerous CRM On Demand Customers
• "Leveraging Analytics in Oracle CRM On Demand" - Oracle OpenWorld 2009
• "Critical Link Between Analysis and Measurement" - Annual Luminex User's Conference, 2007
• "CERTs Certification Tool Usage" - Association for Test Publishers - CERTs User group Meeting, 2004
• "Instructional Design for Multimedia Developers" - Alternate Authorware Conference, 1999
• "Performance Consulting - Needs Analysis" - Wachovia's Annual Training Conference, 1999

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COMMUNITY INVOLVEMENT AND AWARDS

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• Boy Scouts of America
  • Eagle Scout (1987)
  • Boy Scout Troop Eagle Advisor
  • Cub Scout Pack Den Leader
  • Brotherhood Member of Order of Arrow
  • Life Member of National Eagle Scout Association
• Knights of Columbus
  • 3rd Degree Knight
  • Elected Officer - Recorder 2007-2008
• Diocese of Raleigh
  • Extraordinary Minister of the Eucharist
  • Variety of church committees and subcomittees
• Large variety of volunteer activities
  • Food Shuttle
  • Food Bank
  • Habitat for Humanity
  • many others