Summary
Overview
Work History
Education
Skills
Languages
References Available
Tools Proficiencies
Additional Information
Timeline
Generic

Desmond Brown

Dublin

Summary

A high-performing, self-motivated and client-facing Learning Development Management professional with a broad scope of development in management, operations, Digital sales, marketing, and leadership development experience with strong dedication to Learning. Experience in Program management and the ability to organize work in an efficient manner, in addition to being able to work well under pressure. Excellent communication skills, readily adaptable, accustomed to change and contributing to a positive and enjoyable work environment. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Skilled Training Specialist highly effective a conducting personal and group training sessions focused on topics such as IBM Global Sales School and delivery of Corporate Learning Sales, Management and Leadership Programs. Enthusiastic personality with a hands-on, creative style. Ready to apply years' experience to a challenging long-term position. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

40
40
years of professional experience

Work History

Senior Learning and Development Specialist

IBM Corporation
2006.10 - Current
  • Gainsight Data architecture project
  • Mapping of usage and entitlement data: Teaming with Gainsight Administrators and Data Scientists to resolve data mapping issues with client (CSM) use of Gainsight across the Business Units (Security, IoT, Talent, WCE, ICS)
  • Using the GitHub repository to track and analyse issues for fellow Customer Success Managers’ renewal efforts on SaaS products.
  • Developed lesson plans, instructional materials and written practice tests for IBM Digital Sales Sellers[ and Management & Developmrmt training courses.
  • Facilitated virtual, in-person and blended learning sessions.
  • Built and maintained professional relationships with vendors and suppliers.
  • Developed and implemented successful onboarding program.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Trained and mentored numerous new personnel hired to fulfill various roles.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Provided coaching and mentoring to employees.
  • Developed job-specific competencies and performance standards.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Performance & Learning Manager

IBM Corporation
2000.07 - 2006.09
  • Conducted surveys with students upon course completion to gather feedback for improvement.
  • Planned and coordinated educational events and activities such as Onboarding and Technical Development.
  • Trained L&D Operations staff and staff to develop courses in learning management systems.
  • Attended continuing education courses workshops to enhance skills and apply new Learning methodologies.
  • Designed and implemented educational programs and events such as student transition year, events, Sales School and aspiring manager development.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Coordinated technical training and personal development classes for staff members.
  • Delivered new employee onboarding and training sessions via face to face classroom and remote virtual classroom using Webex
  • Selected and assigned instructors to conduct specific training programs.
  • Directed field training to enhance participants' skills.
  • Coordinated and prioritized required training courses for New to to IBM Sales and existing IBM sales employees further development.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Directed training programs and development paths for managers and supervisors.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Tested all training software and hardware prior to commencing training programs.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Developed departmental systems and procedures to better align workflow processes.
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
  • Analyzed effectiveness of training programs at all levels and recommended updates.

Software Support Manager

Hewlett-Packard
1990.03 - 1999.12
  • People management for a department of 22 EMEA Customer Service Reps and Software Engineers
  • Resolved customer escalations (including contract entitlement issues) to the customer’s satisfaction, frequently averaging 85 or higher Customer Sat ratings
  • Exceeded Support metrics, such as customer ‘follow-ups’ and time-to-resolution
  • Evaluated performance of employees to ensure a high-performing culture maintained
  • Provided technical and personal growth avenues for employees by organising skill transfer sessions.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Developed and maintained courteous and effective working relationships.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proven ability to learn quickly and adapt to new situations.
  • Provided professional services and support in a dynamic work environment.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Resolved problems, improved operations and provided exceptional service.
  • Delivered services to customer locations within specific timeframes.
  • Developed strong communication and organizational skills through working on group projects.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Learned and adapted quickly to new technology and software applications.
  • Passionate about learning and committed to continual improvement.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Strengthened communication skills through regular interactions with others.
  • Gained strong leadership skills by managing projects from start to finish.

Software Support Engineer

Hewlett-Packard Inc
1984.09 - 1990.02
  • Managed the Enterprise Agreements for the Iberian region
  • Partner (Large Account Resellers & Distributors) and Subsidiary management – onsite training, Partner round-tables and conference participation, issue prevention and resolution, quarterly business reviews, rebate allocations, site visits and performance review, Order and contract management
  • Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
  • Developed tools to lessen or eliminate operational burdens for teammates, expediting initial development and software patch iterations.
  • Took ownership of three service level agreement accounts, safeguarding contractual compliance and maintaining uninterrupted services.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed and maintained hardware and computer peripherals to store tangible components.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Connected to computer of client using remote link to install programs and applications.
  • Communicated with clients to verify roots and causes of computer problems.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Collaborated with outside departments to implement system-wide improvements.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.

Education

Bachelor of Science - Computer Science

Trinity College Dublin
05.1982

Bachelor of Arts - Adult Education And Development

National University of Ireland (NUI) Galway
Galway
05.2010

Higher Diploma (HDIP) - Higher Diploma in Psychology

Dublin Business School
Dublin
05.2015

Skills

  • Training delivery
  • Diversity and Inclusion
  • Learning Management Systems
  • Needs Assessment
  • Career Development
  • Orientation and Onboarding
  • Leadership Development
  • Role Playing
  • Program Monitoring and Tracking
  • Budget Administration
  • Class Scheduling
  • Team Exercises
  • Management Consultation
  • Course Materials Development
  • Group Discussion Facilitation
  • Training Method Development
  • Job Skill Building
  • Lectures and Discussions
  • Employee Interviewing
  • Survey Management
  • Attention to Detail
  • Active Listening
  • Team building
  • Coaching and Development
  • Excellent Communication
  • Clear Communication
  • Time management abilities
  • Resource Coordination
  • Workshop coordination
  • Problem-Solving
  • Interpersonal Skills
  • Data organization
  • Team Collaboration
  • Effective Communication
  • Professionalism
  • Problem-solving abilities
  • Adaptability and Flexibility
  • Training Program Development
  • In-Depth Research
  • Professional Demeanor
  • Training Program Design
  • Corporate Training Programs
  • Program Design
  • Reliability
  • Adult Learning Theories
  • Decision-Making
  • Teamwork and Collaboration
  • Organizational Skills
  • Classroom experience
  • Critical Thinking
  • Analytical Skills
  • Written Communication
  • Self Motivation
  • Employee surveying
  • Goal Setting
  • Classroom expertise

Languages

Fluent Spanish

References Available

True

Tools Proficiencies

  • Kenexa
  • MS Office
  • Webex
  • Slack
  • Other Internal Tools

Additional Information

A keen Musician with an interest in Piano and flying enthusiast having gained a Private Pilot and Aline Transport Pilots License in my teans and early 20's.

Timeline

Senior Learning and Development Specialist

IBM Corporation
2006.10 - Current

Performance & Learning Manager

IBM Corporation
2000.07 - 2006.09

Software Support Manager

Hewlett-Packard
1990.03 - 1999.12

Software Support Engineer

Hewlett-Packard Inc
1984.09 - 1990.02

Bachelor of Science - Computer Science

Trinity College Dublin

Bachelor of Arts - Adult Education And Development

National University of Ireland (NUI) Galway

Higher Diploma (HDIP) - Higher Diploma in Psychology

Dublin Business School
Desmond Brown