Report Writer – Trainer / Customer- System Support
FICS
Addison, TX
03.2016 - Current
Provides personalized support and fostering relationships and helping each customer develop the skills needed to
utilize the third-party software to excel in their careers, utilizing SAP BusinessObjects
Business Intelligence software versions 3.1, 4.1, 4.2, and 4.3 along with SAP Crystal Reports 2008 SP5, 2013
SP7, 2016 SP5, and 2020 SP1 to utilize Report Writing tools to extract data from FICS systems software in Mortgage
Lending, Commercial Lending and Loan origination
Schedule and conduct monthly training classes through
GoToWebinar for BusinessObjects with SAP Crystal Reports, VILT webinars through GoToTraining for more
advanced topics such as creating letters, using filters, formulas, using the scheduling interface tool BI Launch Pad
in BusinessObjects, and customizing your scheduling interface to be more efficient in using all aspects of
BusinessObjects available
Responsible for contributing, designing, developing, maintaining, and delivering all
training and webinars relevant to the changes that come with SAP products along with the use of FICS system
software
Coach and Mentor other trainers to also present and deliver such webinars
Support customer Information
Technology departments with installation and maintenance through each conversion, ongoing support, and
troubleshooting of any technical issues
Additionally, record and provide recordings for the Implementation of the
newer versions of software releases
Monthly testing of multiple systems software with the SAP products before
delivery to customers
Testing SAP BusinessObjects Business Intelligence software version 4.3 SP2 along with
SAP Crystal Reports 2020 for current release and conversion, creating installation documentation, license key
documentation, revising all training materials while working with an internal team in a collaborative approach that
brings the best possible solutions to every customer, this is essential in the retention of our customers
Generate
and test the LCM Biar file to distribute to customers with each quarterly release to ensure timely and accurate
execution of the field mapping needed to access the universe
Capable of working independently with little instruction
and providing relevant feedback to other team members
Contributes to the continuous improvement of procedures
and processes and provides best practices and product knowledge to other trainers while help to develop their skills
to deliver excellent customer service to each customer.
Social Media Manager, Owner/Founder
Dallas, TX
08.2015 - 01.2017
Ad Creative Specialist and Ad Management
Marketing in Motion-MIM, Worked closely with small businesses to strategize their marketing goals and objectives on multiple social media
platforms, managed social media pages on Google Business, Twitter, Facebook and Instagram
Created campaigns
using best practices to effectively use and leverage the marketing tools on the platform for success.
Client Partner - Ad Creative Specialist
FACEBOOK
Phoenix, AZ
01.2015 - 07.2015
Worked closely with small businesses to strategize their marketing goals and objectives on the social media platform,
created campaigns teaching advertisers best practices and how to effective use and leverage the marketing tools on
the platform for success.
Lead Generation
FACEBOOK
Phoenix, AZ
12.2012 - 01.2015
Working directly with Facebook Small Business Team located in Austin, Texas
Generated leads to qualify them and
enroll them in the Facebook exclusive educational support program
Worked closely with small businesses to strategize
their marketing goals and objectives on the social media platform, created campaigns teaching advertisers best
practices and how to effective use and leverage the marketing tools on the platform for success.
Community Based Services Program Manager
VALLEYLIFE
Phoenix, AZ
08.2012 - 11.2012
Manage the Home and Community Based (HCBS) Service Program and staff of 30+ providers, two office Assistants,
and one Trainer to ensure smooth operations and performance of the daily activities until the program was eliminated.
CAREGIVER, HOSPICE PATIENT, ALZHEIMER
02.2012 - 08.2012
SALES AND MERCHANDISING
ARIZONA'S BEST HOMECARE
Sun City West, AZ
06.2011 - 12.2011
JANA JAE'S SOUTHWEST GALLERY
, OK
03.2011 - 06.2011
CANCER PATIENT
CAREGIVER
, OK
04.2011 - 05.2011
Independent Contractor
ADVOCATE
Prescott, AZ
09.2007 - 04.2011
Educational advocate for children with special needs and learning disabilities
DIRECTOR OF FAMILY SUPPORT
RAISING SPECIAL KIDS
Phoenix, AZ
03.2007 - 09.2007
Work closely with programs funded through contracts and grants from Department of Education
Department of, - Office of Children with Special Health Care Needs, and the Division of Developmental
Disabilities to ensure contractual requirements are being met and reported
Oversee comprehensive training and
parent information center with multiple leveled programs
Programs and activities included Family-Parent Support
Family Health Information, and Parent Training and Education
Manage multi-program staff and statewide grants
Actively Participate on multiple community committees
Identify and Nurture key relationships with community, state, and agency partners
Support Parent Networks, Community agencies, and Volunteer Network
Outreach to Underserved Populations
Match Experienced Parent Mentors with Parents of newly diagnosed children
Research and Provide Community Resources
Knowledge of ALTCS, DDD, VO, RBHA systems and accessing services
Develop and Implement Adult Learning Techniques through training and workshops
Prepare reports and statistics for state and federal contract and grant reporting
DIRECTOR OF
ADOPTION PROGRAMS, Foster Care
Phoenix, AZ
11.2006 - 03.2007
Oversee District I through V with overall operations of the family licensure process with families wanting to
become certified and licensed to become Article 58 Foster Care Homes to take in CPS foster care placements
Oversee and train five District Supervisors, Aid in the facilitation of all services through CPS, Implementation of
contractual requirements, Develop and maintain licensure, child placement and Child Specific recruitment files
Wrote and Implement Child Specific Recruitment Plans, Targeted Recruitment, PS MAPP classes, Attend all district
Oversee and
maintain daily operations of the program
Manage and train five district supervisors: District I-V
Program Planning and Administration
Record Keeping / Departmental Goal setting
Participate and Implement Targeted Recruitment Plans
Write and Implement Child Recruitment Plans
License Homes for Host Home/Foster Care Licensing Process
Perform extensive interviews/ home studies with families
Ensure critical client files are created, maintained in accordance with contract requirements
Make placements in, homes
Work closely with OLCR, and Foster Families
Conducts thorough child/family strengths and needs assessment, utilizing the program specific protocol
Provides effective crisis management, to include following the program triage protocol and treatment methods,
responding in a timely manner, providing for follow-up care, assessing, and providing appropriate responses, and
handling the situation calmly
Liaison between families, consumers, and CPS
Facilitate training with potential foster parents
Facilitate all service needs
Much, Much More
FAMILY SUPPORT MANAGER/LICENSING WORKER
MOSAIC
Phoenix, AZ
08.2006 - 11.2006
Facilitate the licensure process with families wanting to become certified and licensed to become Adult or Child
Developmental Home to take in CPS and DDD foster care placements
Aid in the facilitation of all services through CPS
and DDD
Write, implement, present and follow up on behavior treatment plans, attend all medical appointments and
important appointments pertaining to the on-going care and support to the foster families
License Homes for Host Home/Foster Care Licensing Process
Perform extensive interviews/ home studies with families
Present families to the DHPC with the Division of Developmental Disabilities
Ensure critical client files are created, maintained in accordance with contract requirements
Make placements in the Adult Developmental Homes (ADH)
Make placements in the Child Developmental Homes (CDH)
Attend Med reviews, ISP meetings, and other meetings as needed
Write Behavior Treatment Plans
Present Behavior Treatment Plans to PRC
Work closely with OLCR, Foster Families, and DDD
Liaison between families, consumers, CPS and DDD
Facilitate training with potential foster parents
Facilitate all service needs
DIRECTOR
HCBS, CIVITAN FOUNDATION, INC
Phoenix, AZ
12.2005 - 08.2006
Develop and Manage the Home and Community Based (HCBS) Service Program and staff of 70+ providers and
ensure smooth operations and performance of the daily activities
Obtained Qualified Vendor License in December Developed HCBS programs to generate revenues of over $250, 000.00 in 7 months
Recruit, train, and maintain staff development plans essential to their job function
Perform interviews to assist in
the selection of qualified HCBS providers
Complete 90-day, Annual reviews and disciplinary actions for all staff
Ensure critical client files are created, maintained, and closed in accordance with contract
Develop and maintain proper implementation of personalized Habilitation Programs for clients
Perform semi-annual follow-up reviews
Work closely with DDD Support Coordinators and other organizations to ensure proper authorizations and services
are in place
Ensure Incident reports are completed as required
Represent the clients' interests and those of Civitan at CFT/ ISP meetings and client interventions
Ensure critical training is developed and in place in accordance with contract requirements
Sustain programs to
ensure and identify proper training is in place and up to standards required
Develop and maintain Policies and Procedures of the department
Process Payroll and Billing documentation for a staff of over 250 providers
Coordinator / Training Coordinator/Trainer
United Cerebral Palsy, UCP of Central
, AZ
01.1999 - 02.2006
HCBS Coordinator / Direct Service Provider
Cerebral Palsy of Central Arizona
Phoenix, AZ
Managed the Home and Community Based (HCBS) Service Program and staff of 215+ providers, two office Assistants,
and one Trainer to ensure smooth operations and performance of the daily activities
Recruit, train, and maintain staff development plans essential to their job functions
Complete 90-day, Annual reviews and disciplinary actions for all staff
Develop and maintain proper implementation of personalized Habilitation Programs for clients
Perform semi-annual follow-up reviews
Work closely with DDD Support Coordinators and other organizations to ensure proper authorizations and services
are in place
Ensure critical client files are created, maintained, and closed in accordance with contract requirements
Ensure Incident reports are completed as required and perform follow-up investigations
Develop and implement
corrective action plans as necessary
Represent the clients’ interests and those of UCP at ISFP/ISP meetings and client interventions
Ensure critical training is developed and in place in accordance with contract requirements
Develop and implement training curriculums and materials that are highly effective and beneficial to the needs of
the staff and the clients they work with that collate the mission of the organization
Sustain programs to ensure and identify proper training is in place and up to standards required
Perform semi-annual follow-up Home visits with clients and families
Schedule and facilitate Intake, ISP/IFSP meetings, provider matches and placements, and other related services
Perform interviews to assist in the selection of qualified HCBS providers
Ensure critical client files are created, maintained, and closed in accordance with contract requirements
Process Payroll and Billing documentation for a staff of over 150 HCBS providers.
Education
Bachelor of Science - Management
University of Phoenix
MBA - Business Administration
University of Phoenix
A.A - Marketing and Management
Fashion Institute of Design & Merchandising
Skills
Customer Service
Leadership
Coaching
Software Training
VILT and ILT (GoTo, Zoom and Teams)
Problem solving
Self – Driven, ability to work alone or in a team environment
Professional development
Performance management
Enthusiastic to learn new concepts and business skills
Certifications and Licenses
CPR/First Aid
Additional Information
Excellent verbal and written communication with all levels of staff and clients
Outstanding customer service attitude with exceptional follow-up skills with the ability to drive a phone conversation
And escalate issues as required
20 years’ experience providing services and managing programs
11 years’ experience in a Supervisory position parallel with continuing education
7 years’ experience in Retail sales, Commissioned Sales and Management Trainee
9 years’ experience in Food Service and Banquets
3 ½ years of Social Media Marketing; Lead Generation and Client Partner services
16 years as a Trainer; ILT in Universal Precautions, Medications, CPR, First Aid, Lifting
Transferring, Behavioral Plans, ISP, Habilitation programming, Article 9, and ILT and VILT in SAP
BusinessObjects
Business Intelligence software, BI Launch Pad, and SAP
Crystal Reports
9 years of Phone Sales - Customer Service
Extremely detail oriented, very highly organized, motivated, and efficient
Previously responsible for planning, design, implementation, monitoring and evaluation of a comprehensive Home
And Community based program of services and support for persons with developmental disabilities for over 350
Families
Managed a staff of 250 people
COMPUTER EXPERIENCE:
Microsoft Word, Excel, PowerPoint, Publisher, OneNote, Adobe, Acrobat, Access, Google
Docs, OpenOfficeorg, Office 365, SharePoint, Outlook Scheduling, Salesforce, CRM, Social
Networking, WebEx, Google Suite, Google Chrome, GoToAssist, GoToWebinar
GoToTraining, SAP
Business Intelligence software 31,41,42,43, SAP
2008,2013,2016,2020, Microsoft Teams, and Zoom
Critical Thinking
Active Listening
Complex Problem-Solving
Report Writer
Researching Topics
SAP Business Objects
Reporting Requirements
SAP Crystal Reports
Report Creation
Data Communications
External Communications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Life is something that happens to you while you’re making other plans.
Margaret Milar
Timeline
Report Writer – Trainer / Customer- System Support