Adjunct Instructor Sample Resume Format in Word Free Download -->

Adjunct Instructor Sample Resume Format in Word Free Download

Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download


Jorge Voss
2511 Boones Ferry  w East Hanover, DA 70215 w 735-920-7520 w cell: 320-610-9621 w Jorge.voss58@gmail.com
Professional Summary
Project, Process, and People Manager with more than twenty years experience in software development, consulting, and Information Technology. Proven communicator and facilitator with exceptional written and verbal skills able to bring accord to the different needs of diverse groups. Business Analyst, and process-minded consultant with 10+ years of proven success with his clients, well versed across the full development and implementation lifecycles and within various modules including Sales, Finance, HR, CRM, Operations, Customer Support, and others. Wide experience with major business technologies provides a unique ability to bridge the gap between business and IT organizations. Trainer and Instructor responsible for classroom instruction and corporate training sessions for Accounting, Project Management, and Business students.

Experience
ITT Technical Institute                                                                                                       2011 - Present
Adjunct Instructor
·          Develop and deliver Accounting, Business, Finance, and Project Management courses. Responsible for measuring student learning outcomes, developing curriculum, assessing and improving student learning and evaluating course efficacy.
·          Experienced teaching with a variety of classroom technologies. Proven expert teaching and relating to students from diverse academic, socioeconomic, and cultural backgrounds.
SmartPath LLC                                                                                                                          2009 - 2011
Consultant, Business Analyst, and Instructor
·          Consultant and Business Analyst responsible for analysis and suggested process improvements for all phases of clients operations. Documented existing processes for call routing, PBX / ACD / IVR systems, workforce management, CRM / ERP applications, Ecommerce, customer satisfaction, disaster recovery, vendor management, budgeting and accounting. Developed proposal for providing best practices support and short and long term roadmap to achieve goals.
·          Instructor responsible for development and delivery of Project Management, PMP Review, Customer Service, Leadership Development, Presentation / Training, and Microsoft applications classes.
Intellitax                                                                                                                                      2002 - 2008
Director of Customer Support
·          Managed $3.7 million budget and staff of 150+ subordinates. Responsible for all aspects of Customer and Stales support, and Call Center facilities. Guided Support Center from 100 to 150 peak season agents and permanent staff growth from 4 to 45. Implemented all processes related to hiring, training, supervising, and retaining employees. Responsible for management of staffing, CRM, phone systems, documentation, internal and customer training. Responsible for staffing, CRM, phone system, and conversion vendor management.
·          Project Manager for multiple, simultaneous Software Development projects using cross functional teams in matrix environment. Led projects involving module development, testing, and documentation, implementation of Tiered Support, Defect Management, Root Cause Analysis, Stakeholder Notification, Process Improvement, Change Management, and Disaster Recovery.
·          Project Manager for purchase, implementation, and maintenance of multisite phone system. Responsible for procurement, all project planning and milestones, and user acceptance testing. Developed and implemented all processes related to skills based routing, Workforce Management, PBX / ACD setup, reporting, and backup.
·          Project Manager for development of internal CRM application. Developed product vision and roadmap, and socialized project goals to executive team. Responsible for project plan, budgeting, resource assignment, risk assessment, communications, and reporting on project.
·          Enhanced management decision making by developing metrics using key performance indicators to better measure department performance. Instituted Service Level Agreements, assignment matrix, elevation and escalation processes, and process improvement concepts to development and support teams.
·          Developed Knowledge Base (KB) technology and all tools related to producing, updating, and reviewing KB articles. Responsible for self help customer website and internal KB content.
·          Built remote customer support team, hired manager, and developed all processes related to day-to-day and peak season operations. Implemented Quality Coaching team and Support Analyst Balanced Scorecard.
·          Developed Tier 1 Sales team and implemented all processes related to handling inbound and outbound calls.
·          Responsible for internal and customer training and all product documentation
·          Developed Defect Management process and all related reporting, change management, root cause analysis, and stakeholder notifications. Developed all processes for Service Level Agreements, assignment matrix, elevation and escalation, stakeholder notifications, change management, and process improvement.


Jorge Voss
                                                                                                                                                           Page 2
2511 Boones Ferry  w East Hanover, DA 70215 w 320-920-7520 w cell: 320-610-9621 w Jorge.voss58@gmail.com
Herrick Douglass                                                                                                                      1998 - 2002
Service Delivery Manager, Consultant, and Project Manager
·         Managed outsourced support for six clients. Developed and implemented all processes providing IT, desktop, vendor management, and application support. Planned, managed, and reported on all phases of support and responsible for hiring, training, facility, disaster recovery and day-to-day activities of 15 support analysts.
·         Project Manager of consulting teams performing IT and Helpdesk Services projects. Managed teams of four to twelve analysts located on client sites and directed and directed all phases of project including planning, tracking, and reporting to client management. Developed and responded to Statements of Work and Requests for Proposals. Managed client expectations and negotiated price adjustments due to changes in scope.
·         Project Manager for Support Center Consolidation project. Examined and evaluated existing CRM / ERP / PBX / ACD / IVR systems and processes for consolidation of regional support into a single national single point of contact. Recommended and aided in the implementation of systems and processes for consolidated help desk. Managed project team of three analysts located on client site and responsible for all phases of project.
·         Relocation Project Manager responsible for all phases of two organizational facility moves including logistical planning, stakeholder notification, vendor procurement and management, and installation of over fifty workstations without disruption in client service.
·         Business Analyst reviewing client operations and suggesting process improvements for budgeting, cost assignment, staffing, payroll, facilities management, and IT.
Orrtax Software Solutions                                                                                                       1997 - 1998
Electronic Filing Approval Consultant
Responsible for all phases of the testing and approval of Electronic Filing software. Examined, documented, and improved data layout and formats. Developed the tools and managed all processes and reporting required to obtain authorization from forty two separate state taxing authorities.
SCS/Compute                                                                                                                            1983 - 1997
Director of Product Support, Program Development Manager, and Analyst / Programmer
·         Responsible for $1+ million budget and more than 50 staff responsible for all aspects of product, internal, and software support, customer communications and complaints, facilities, vendor management, QA / QC / User Acceptance testing, electronic updates delivery, on-line bulletin boards, newsletters, and webpage.
·         Program Development Manager responsible for team of twenty tax professionals, computer programmers, and temporary testers to develop, test, support and document state, federal, and business tax software.
·         Project leader for development, documentation, and maintenance of streamlined release procedures used to deliver more than 400 software products to remote productions facility. Time required for product release reduced by more than 50%.
·         Supervised development, testing, and customer support environments, including Windows, DOS, Novell, Macintosh, and Unix networks. Responsible for annual projects to purchase, upgrade, and maintain over 250 workstations. Responsible for facility, reception desk, and disaster recovery.
·         Team Lead, Analyst, and Programmer responsible for development of software products, Performed user analysis, developed and translated complex business requirements into actionable features and deliverables.
·         Analyst / Programmer responsible for development of tax software programs under inflexible budget and time constraints. Responsible for specifications, program code, testing, documentation, and customer support.
Education
University of Puget Sound - B.A. in Business Administration, Emphasis in Accounting
Additional Information
·         Project Management Professional certified by the Project Management Institute. Expert at leading both small and large cross functional teams and managing multiple simultaneous projects
·         Microsoft Certified Technology Specialist (MCTS) and an expert at the use of Word, Excel, Access, PowerPoint, Visio and Project. MS Certified on Project 2007, Managing Projects.
·         Certified Help Desk Manager by the Help Desk Institute, and proven customer advocate and expert at designing best practices customer support and providing best in class client focus.


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