Resume for Lyor B. for Coach / Trainer / Computer & IT Services in Dollard-des-Ormeaux, Canada
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LLyyoorr AA. BBeennssoouussssaann
des Sources, DollarddesOrmeaux, QC, HB A | Mobile : .. | Email:
LinkedIn profile :
Languages: English and French, written and spoken
Seeking a Senior level position capitalizing on my significant experience in the field of Information Technology,
Training and Education, Project Management, Customer Relationship Management and support to customers.
Accomplished, integrity driven professional with over years in the hightech industry, including in end
Recognized as a savvy leader with strengths in building and leading training teams, presiding over lively
brainstorming sessions and conveying technical and complex information to students at all levels.
Proficient with full spectrum of training process, from initial assessment to evaluation.
Intelligent individual with strong communication skills, having the propensity to initiate positive environments.
Praised and recognized by peers and management for strong team representation and troubleshooting skills.
Demonstrated strong customer support skills, striving for onecall resolution of customer issues.
Exceptional ability to build productive relationships, resolve complex issues and win customer loyalty
CRM solution provider meeting core organizational needs by addressing key business challenges.
Oracle OnDemand Training Consultant Mandate: BFI
June – July
Delivered bilingual classroom training to account representatives on customized Siebel OnDemand application.
Translated Powerpoint presentation content from English to French.
Provided recommendations in regards to presentation content and delivery.
FUSEPOINT MANAGED SERVICES
Leading provider of managed IT solutions for companies demanding the highest levels of security and availability.
Client Experience Consultant
May – April
Provide / first level service on incident and problem management for assigned client base using CRM and
Change Management models as well as ITIL best practices.
Monitor activity and provide proactive recommendations on potential client issues, all while respecting client SLA.
Documented Client Experience Team processes and process flows as part of the master operation plan.
Prepare reports and various documents i.e. Statements of Work, Change Requests for new client initiatives.
Provide ongoing training to clients and other Client Experience Consultants on technical processes.
Reduced client‟s monthly backup charges by $ through investigation and adjustment of their exclude lists.
Identified internal system DB error, resulting in reduction of several clients‟ backup overage charges by %.
ORACLE UNIVERSITY CANADA
Largest business software company in the world.
Senior Instructor – Training
December – May
Delivered bilingual handson classroom training through lecture, demonstrations and exercises to clients on :
Siebel Essentials . days: Installation, configuration and administration of Siebel applications
Siebel . New Features days: Delta class on enhanced features and functionality with Siebel ..
Siebel Fundamentals for BAs . days: Aimed at BAs involved in a Siebel application deployment.
User Productivity Kit: Content and elearning development tool for Oracle applications.
Lyor A. B.
Create instructional materials used in training including Instructor Guide, Participant Guide and job aids.
Consistently achieved evaluation scores of %+ in delivery of Siebel classes to clients.
CGI GMA Greater Montreal Area
Worldclass leader in information technology IT and business process services.
Senior Consultant – Training Specialist Mandate: Banque Nationale
May – October
Evaluated current internal training processes and provided recommendations on training preparation and
Designed instructional materials incorporating the ADDIE Instructional Design model, such as the training plan
and curriculum, Instructor and Participant Guides and handson exercises.
Provided recommendations in regards to server and database setup for classroom sessions.
Senior Consultant – Change Management Trainer Mandate: Bombardier
April – May
Delivered enduser training incorporating Change Management practices in regards to new ERP system
implementation. Includes discussing strategic and technological changes.
Provided recommendations in regards to content delivery and classroom setup.
Senior Consultant – Change Management, Communications, Training CMCT
Developed training package and curriculum incorporating ADDIE model. Deliverables included training plan and
strategy, User Guides, as well as benchmark assessments.
Provided bilingual instructor led training on CRM and ERP systems to Bell Canada members.
Prepared and organized orientation sessions for new members joining team.
Developed and delivered orientation sessions for new members. Includes creation of “Welcome” package.
Consultant Web Developer / Intranet Support
Maintained intranet web sites, pertaining to business methods and process. Consisted of updates to content and
Documented technical requirements programmer‟s guide, system specifications.
Coordinated unit testing phase for web site content accuracy, functionality and navigation.
Implemented web based training module on MS applications, earning recognition as a top performer in district.
Earned “Top performers in district” award for initiating and developing “Remedy Help Desk Processes and
Procedures” web based training site, resulting in % reduction in incident resolution time .
Consultant Training Prime concurrently
Developed training package and curriculum using ADDIE Instructional Design model on ITIL Service
Management processes. Deliverables included training plan and strategy, User and Reference Guides, and
Delivered enduser training to CGI and Bell Canada call centre members on Remedy Help Desk processes
integrated with ITIL Service Management processes.
Managed the training and development of other trainers trainthetrainers. Includes development of training plan
and guide, transfer of knowledge and providing continuous feedback.
Provided instructor led and one on one training to call centre members and key project primes on:
Incident Management incorporating ITIL Processes
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