The aim of the “Caseflow” project (Employment Tribunal Service) was to integrate a legacy CRM system with a new computer based workflow system and eradicate paper-based workflow processes.

My development responsibilities were to design and develop bespoke courses for the judicial division of this central government department. This involved interaction with the highest levels of the Judiciary as well as other members of the business and system developers. I was responsible for the design of complex (legal and technical) documentation as well as individual course content.

My Training Project Management responsibilities included managing a team of trainers (ensuring that quality standards were met), coaching and sharing of best practice, explanations and knowledge transfer of the TAP training methodology as well as maintaining resource plans etc. I worked closely with the UAT test team (dealing with bugs etc) and the business in managing changes (business requirements, regulation changes etc)

PowerPoint based training to MOD personnel on their bespoke DII system. This involved visits to MOD sites and is where I obtained SC security clearance.

My task was to deliver Microsoft courses (Word, Excel, PowerPoint, Project, Access) as well as Photoshop and Dreamweaver to all departments within the business. Feedback from this client resulted in being awarded the acclaimed Institute of IT Training Freelance Trainer of the Year award 2008.

I was tasked with creating an e-learning solution that would allow approx 100 customer care and underwriting staff to be trained and tested on a new automatic underwriting system. This role required the use of Captivate software.

I was responsible for the design and development of training materials and courses for the implementation of an extranet system that allowed clients to apply for applications online. This involved delivery to all levels within the business as well as several key clients externally.

Delivered Microsoft Office courses to a variety of clients throughout the UK.

This start-up company initially required a complete induction training programme created for 50 new contact centre staff including the design of training materials for bespoke CRM systems. As a start-up company, business needs changed often and my role included delivery of soft-skills training, implementation of legal and/or regulatory changes as well as induction training to more than 400 staff.

Worked for an engineering company, writing manuals and giving introductory courses in Microsoft Office software to all levels of staff.

Prior to December 2001 my background was in Technical Theatre. References are available on request.