Career Objective Training Development & Design Specialist

Bryan Barnes
Career Objective
708 Bridge St. 2nd Fl.
New Cumberland, PA 17070
c: 214.810.6086
Training Development & Design Specialist
A.B.D., 1997
M.A., 1995
B.A., 1993
Doctoral Studies, 1995-1997. Wayne State University, Detroit.
Communication Studies, Marshall University, Huntington, West Virginia.
Speech Communication, Oklahoma State University, Stillwater, Oklahoma.
Certification CompTIA CTT+, Certified Technical Trainer Plus.
Qualifications Summary/Experience
 Client focused, results oriented project management leadership skills; 3 large curriculum projects in 5
yrs. Employee Skills Enhancement, Leadership Competency Development and Change Management.
 15 year’s experience providing effective classroom instruction on customer service, leadership and
technology; 10 year’s experience using ADDIE to develop instructional materials.
 Develop and deliver technical and customer service curriculum for call center new hires and
continuing education competency courses.
 Technical writing: technical, customer service support, end user guides. Public sector.
 Identify training and change management opportunities based on specific performance requirements,
 Recruit, interview and develop new trainers using skill based teaching effectiveness; 10 in 5 yrs.
 End to End Curriculum development – Leadership, Customer Service, Technical Support, and
 Develop CMS using Drupal/WordPress – Corporate Intranet Creation. User X developer.
 Systems, Application training and curriculum development using Adobe Breeze, Captivate 5/6.
 MS SharePoint user and basic administration, VM Ware User and administrator.
 BMC Remedy User/Admin 5 years; ticketing, creating users and managing ticketing.
6/13 to
Technical Writer – Public Sector
Harrisburg, PA.
Deloitte Consulting, LLP. (contract)
Responsible for creating detailed end user guides for new retirement/payroll system.
Adhere to styles guide, technical and application specific client requirements.
Provide use case, user access testing (UAT) and training considerations.
Process improvement and change management testing.
Attention to details for grammar, business rules execution and process documentation.
12/12 to
Training & Development Specialist
TRC Staffing/Allsec Technologies (contract)
Bedford, TX
 Deliver World Class Customer Service New Hire Training for major credit card provider.
 Evaluate New Hire Trainee’s performance prior to being released from training in accordance with
Quality guidelines, observations, one on ones and feedback.
 Process Improvement and Change management development including evaluation and testing.
 Facilitate all new application, systems, call handling and soft skills training initiatives to exceed client
 Develop and mentor team of 4 Supervisors – Coached on all aspects on performance enhancement.
4/12 to
Learning & Development Specialist
TAG Mobile (contract)
Carrollton, TX
 Develop Sales and Interactive Learning, Instructional video’s using Captivate 6/Camtasia Studio 8.
 Create and Deliver Regulatory, Compliance and new hire training courses using curriculum I created.
 Design, Develop and Deliver continuing education to all levels of the enterprise; call center and
 Employee and Leadership development, coaching and feedback using The OZ Principle and Crucial
3/06 to
Technical Trainer/ Supervisor
T-Mobile USA
Frisco, TX
Re-Design Curriculum and Facilitate instruction on Wi-Fi, Blackberry, Android and Windows Mobile
Develop and manage performance for a team of 15 call center agents
Implement adult learning best practices to coach and inspire teams of 15 to improve performance.
Provide executive consultation on all aspects of training performance and change management such
as curriculum, process and procedural enhancements.
11/00 to
Lead Contact Center Training Specialist
Grapevine, TX
 Provide DSL Technical Care Support and Services Training/Instruction
 Facilitate and Manage all aspects of New Hire, Continuing Education Training
 Develop Curriculum and Deliver New Hire, Continuing Education Curriculum for 500 employees
 Recruit, Mentor, and develop assistant instructors; 6 in 4 yrs.
9/99 to
Adjunct Communication Faculty
Tarrant County Junior College Northwest Campus
 Provided Classroom instruction on Business and Professional Communication.
 Facilitated Interpersonal/Organizational Theory Application Training Courses.
Fort Worth, TX
Sr. Sales Support Representative
to 5/00
Sprint PCS
 Managed all aspects of Customer Relations, Service, Problem Management
 Provided detailed commission analysis and developed reporting tools
 B2B Direct Sales, Product, Service Training and Support for 45 B2B Account Reps
Adjunct Faculty/Teaching Assistant
to 5/97
Dept. of Communication, Wayne State University
 Provided Instructor Lead Classroom Public Speaking Skills training
 Facilitated Basic Communication Skills Training Courses
 Mentored, developed adult learners along a major/minor career path in Communications
 American Society for Training and Development (ASTD)
 DDI Leadership Training Course Completion
 American Hospice Volunteer – 3yrs as a Volunteer