Cindy Hoek
Sheridan,USA
Summary
Dynamic IT Manager with deep expertise in learning management systems, project management, and user support. Proven ability to troubleshoot complex issues and provide actionable recommendations, ensuring seamless system functionality and enhanced user experience.
Overview
30
30
years of professional experience
Work History
IT Manager LMS
Abbott Laboratories
01.2011 - Current
- Owned SumTotal LMS; managed virtual team for system maintenance and support.
- Led project management for system upgrades and functionality enhancements from requirement definition through implementation.
- Coordinated IT project management for ISOtrain and ComplianceWire LMS systems.
- Provided system support by troubleshooting and resolving issues related to course content, system access, and administrator support. Liaised with vendor to resolve complex issues.
- Work with business partners to provide guidance/recommendations for new or improved system functionality.
- Conducted system validation to ensure accuracy and compliance.
- St. Jude Medical (Acquired by Abbott)
Sr. Global LMS Analyst
Abbott Laboratories
01.2012 - 01.2016
- Identify and implement global standards for LMS to effectively/efficiently manage learning data across the globe.
- Supported LMS Domain Administrators with guidance and troubleshooting to enhance platform usage.
- Provide technical support to LMS administrators.
- Advised on best practices for LMS, e-learning, and training development to streamline processes.
- Reporting – Assess reporting needs, develop reports in SumTotal Report Manager and Advanced Reporting.
- Maintain up-to-date documentation, guidelines, and training resources in a central repository for easy access.
- Build and maintain complex assignment audiences.
- Participate on LMS project teams.
- Develop online and classroom training materials. Facilitate instructor-led training courses.
LMS Specialist
SumTotal Systems
01.2011 - 01.2012
- Built and maintained learning activity structures in LMS to facilitate user engagement.
- Established security role parameters to streamline user management and access control.
- Oversaw user account setup and maintenance for effective system access.
- Provided troubleshooting assistance to learners, ensuring smooth navigation and utilization of resources.
- Provide first level support for system administrators.
- Assist training facilitators to document training completions and related content.
- Reporting functions including creation of custom reports.
- Provided assistance during system upgrades.
Technical Writer
WorldLink
Richardson, USA
01.2010 - 01.2011
- Collaborated with Samsung Telecommunications to develop technical documentation and user guides.
- Collaborated with engineers to gather technical information and specifications.
- Created online help documentation for customer support teams and end-users.
Technical Writer/Online Course Development
Samsung Telecommunications America
Richardson, USA
01.2005 - 01.2010
- Developed online technical training courses using Toolbook and Captivate software to improve user understanding of products.
- Created interactive software simulations to engage learners and facilitate practical application of skills.
- Collaborated with product engineers to gather insights and create relevant course content.
- Recorded and implemented audio tracks for online courses, enhancing the learning experience.
Learning Management System (LMS) Administrator - SumTotal
Samsung Telecommunications America
Richardson, USA
01.2005 - 01.2010
- Managed users, roles, courses; generated reports to facilitate effective web-based course delivery.
- Troubleshot and resolved end-user issues; provided deployment and technical support for web-based training.
- Collaborated on system upgrade and performance enhancement projects, including development of test plans.
Training
Bank of America
Charlotte, USA
01.2000 - 01.2005
- Delivered training through conference/web learning to enhance understanding among international end-users.
- Assisted in content development and design of web-based course to support effective learning outcomes.
- Developed internal training content for new asset management system to facilitate user adoption.
Project Manager
Bank of America
Charlotte, USA
01.2000 - 01.2005
- Directed and managed projects from initiation to completion, emphasizing successful delivery of Accounts Payable and Fixed Asset projects.
- Define project scope, develop project plan and schedule.
- Led internal teams on projects, fostering collaboration and ensuring alignment with project goals.
- Prepared and presented status reports to client and internal management, ensuring transparency and informed decision-making.
- Consult with client to identify key requirements.
- Resolved project-related issues by coordinating with stakeholders and team members..
- Participate in testing and implementation of internal banking systems such as Asset Management System.
Customer Service Representative
Business Communications, Inc.
Charlotte, USA
01.1997 - 01.2000
- Assisted customers with inquiries and product information effectively.
- Resolved customer complaints through active listening and problem-solving skills.
- Processed orders and managed customer accounts promptly.
- Managed call processing and voice mail installations, overseeing database collection from clients, programming, installation, testing, training, and creation of system-related documentation.
Systems Engineer
Business Communications, Inc.
Charlotte, USA
01.1997 - 01.2000
- Designed and implemented system architectures for communication solutions.
- Collaborated with cross-functional teams to enhance system performance and reliability.
- Conducted thorough testing and validation of software applications for optimal functionality.
- Programmed, installed, tested, and trained users on Nortel Open IVR system, ensuring alignment with customer objectives.
Training Coordinator
Business Communications, Inc.
Charlotte, USA
01.1997 - 01.2000
- Implement an in-house training program for all departments within the company.
- Create & Implement Access database for tracking of all employee training including dates, grades, certificates, and costs.
- Coordinated on-site training with vendors to ensure effective knowledge transfer.
- Coordinated outside training to enhance skills of technical staff.
Education
Formal Education - Accounting Major
Sanford Brown Business College
St. Louis, MO01-1987
Skills
- Learning management systems
- Project management
- Requirements analysis
- E-learning development
- Data reporting
- System troubleshooting
- User support
- Documentation and reporting
- Team collaboration
- Compliance training
Training Schools And Seminars
- SumTotal Systems – System Administration
- Green Belt Certification
- SumTotal Systems – Toolbook Simulation Development
- Crystal Reports – Introduction & Advanced
Timeline
Sr. Global LMS Analyst
Abbott Laboratories
01.2012 - 01.2016
IT Manager LMS
Abbott Laboratories
01.2011 - Current
LMS Specialist
SumTotal Systems
01.2011 - 01.2012
Technical Writer
WorldLink
01.2010 - 01.2011
Technical Writer/Online Course Development
Samsung Telecommunications America
01.2005 - 01.2010
Learning Management System (LMS) Administrator - SumTotal
Samsung Telecommunications America
01.2005 - 01.2010
Training
Bank of America
01.2000 - 01.2005
Project Manager
Bank of America
01.2000 - 01.2005
Customer Service Representative
Business Communications, Inc.
01.1997 - 01.2000
Systems Engineer
Business Communications, Inc.
01.1997 - 01.2000
Training Coordinator
Business Communications, Inc.
01.1997 - 01.2000
Formal Education - Accounting Major
Sanford Brown Business College