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<pre>Array ( [var] => cut_url ) </pre> Resume for Lyor B. for Coach / Trainer / Computer & IT Services in Dollard-des-Ormeaux, Canada. Search More Resumes for Coach / Trainer on #NOTIF7W6M

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Resume for Lyor B. for Coach / Trainer / Computer & IT Services in Dollard-des-Ormeaux, Canada

Occupation: Coach / Trainer Industry: Computer & IT Services
Country: Canada City: Dollard-des-Ormeaux
State: Quebec ZIP: H9B 0A4

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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
user education.
 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.
 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 %.
 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
benchmark assessments.
 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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