William Scharffe
Cincinnati,United States
Summary
I'm currently a Lead Technical Training Specialist with UKG in Cincinnati, OH. I educate customers, internal employees and UKG Partners on the UKG Pro solution in the Mid-Market and Standard Enterprise divisions. Products range from Payroll, Human Resource, Recruiting, Time and Labor Management, Performance Management and Cognos Reporting applications.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Technical Trainer
UKG
Cincinnati, United States
04.2011 - Current
- I currently serve as a Lead Technical Training Specialist for UKG in Cincinnati, OH
- I train new and existing clients, internal employees and UKG partners on the UKG Pro solution in the Mid-Market and Standard Enterprise divisions
- Products range from Payroll, Human Resources, Recruitment, Time and Labor Management, Security and Cognos Reporting applications
- Actively monitor and respond to customer inquiries related to software applications through various channels including through the UKG online Community, email, chat, and phone
- I address and resolve customer issues promptly, ensuring high levels of customer satisfaction
- Designed and implemented a feedback form specifically for our client instructors to gather input from their internal observers which assess the instructor's teaching methods and their ability to cover the course's goals and objectives
- Delivered train-the-trainer sessions to empower internal subject matter experts to lead future training initiatives.
- Created courseware using online learning management system tool and various graphics and multimedia software programs.
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
- Assisted in the process of designing and implementing new and existing courses to meet their demands of our clients and partners
- Fulfilled a mentoring role within the Learning department to assist new and existing colleagues in their professional development
- Maintained detailed records of employee progress throughout training programs, allowing managers to easily track improvements over time.
- Selected to be UKG's Subject Matter expert for the Cognos Analytics Product suite. I developed curriculum, facilitated courses and supported our customers and implementation partners on the basic to advanced features for Cognos report writing and data warehousing concepts.
Learning Specialist - Certified Payroll Specialist
ADP
Cincinnati, United States
07.2004 - 04.2011
- Facilitated online and office classroom training courses for clients and internal associates
- My classroom training for clients ranged in size from 2 to 100 participants
- Provided webinar training via Microsoft Live Meeting and Webex Meeting to remote in and train individual clients requiring assistance or for troubleshooting purposes
- Provided on-site 'Go Live' support and follow-up for clients
- Trained clients on ADP PC Payroll for Windows, Pay Expert, Crystal Reporting, Report Writer, EZ Labor, HR Benefit Solutions, Enterprise E-Time, and Report Smith
Education
BA - Telecommunications
Michigan State University
East Lansing, MI01.1995
High School Diploma -
Arthur Hill High School
Saginaw, MI06.1991
Skills
- Training
- Human Resources
- Cognos
- Data Warehousing
Certification
- Communicating with Empathy
- Body Language Secrets for Powerful Presentations
- How to Stand Out Remotely
- Disagreeing with Someone Senior to You
- How to Manage Your Manager
Awards
- 01/01/20, Q1 2020 Learning Champion
- 01/01/20, Celebrate U Silver Award
- 01/01/20, Learning and Community Quarterly Platinum Award
- 01/01/20, Celebrate U Bronze Award
Currentposition
Lead Technical Trainer at UKG
Languages
English
Native or Bilingual
Timeline
Lead Technical Trainer
UKG
04.2011 - Current
Learning Specialist - Certified Payroll Specialist
ADP
07.2004 - 04.2011
BA - Telecommunications
Michigan State University
High School Diploma -
Arthur Hill High School