FERNANDO ORTIZ

Houston, TX. 77070

832 752 2535
Fernando.ortiz16210@gmail.com
www.linkedin.com/in/fernandoortiz21/en

SUMMARY
Goal-oriented Training Program Manager experienced in Instructional Design, Adult Learning,
Curriculum Development, eLearning and Project Management. Seasoned facilitator with outstanding
presentation skills in both face-to-face and virtual training scenarios. Trusted mentor for both internal
team and outsource vendors. Recognized for consistently exemplifying capability of building, guiding,
motivating, and leading high-caliber professionals. Ability to establish strong relationships with superiors
and team members through effective communication and negotiation skills. Key competencies include:

Project Management
Instructional Design
Seminar Facilitation

Training Needs Assessment

Curriculum Development
Continuous Process Improvement

Mentoring
Virtual Training
Adult Learning

PROFESSIONAL EXPERIENCE
HEWLETT PACKARD (FORMERLY WITH COMPAQ), HOUSTON, TX
1999 2015
Training Program Manager (2005 2015)
Responsible for leading projects that incorporated Latin America training into the Americas Region for a
variety of programs and tools.

Completed Training needs analysis of the training for Latin America Spanish and Brazil Portuguese
that resulted in a structured new hire program for both support areas.

Designed and Implemented New Hire training using Blended learning approach and incorporating
regional processes that has reduced agent onboarding time by at least 20 % and affected KPIs
Favorably.

Implemented ongoing training improvement process that maintained training updated by

incorporating classroom feedback, process changes, and new technologies on a regular basis.

Identified training gaps with Latin American outsourced partners and implemented processes that
ensured a 100% completion rate of required process and product training.

Mentored partner training managers and staff on training development and facilitation techniques that
provided a more uniform new hire experience for incoming agents.

Attended planning meetings and provided feedback to the Global development team that resulted in a
blended approach to the training vs. a WBT training only for new interaction tracking tool.

Managed and co-facilitated original train-the trainer session that resulted in a problem free
implementation of salesforce.com across the Americas region.

Developed a process for reviewing end to end training processes at partner sites that resulted in
partners implementing standard training processes across HP support sites.

Implemented documentation processes for end-to-end training at the partners location that ensured
consistency in service delivery.

FERNANDO ORTIZ
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832 752 2535

fernando.ortiz16210@gmail.com

Training Developer (1999 2005)

Responsible for designing, developing and facilitating new product and process training for new product
introductions throughout the Americas.

Developed training assessments to measure efficiency of training programs and implemented changes
based on feedback that improved training effectiveness.

Temporarily relocated to a partners site to have an onsite training presence which resulted in
improved communication between the company and outsource partner.

Worked with operations to analyze partner data for possible training issues and implemented training
programs that improved agent quality support metrics.
COMPAQ COMPUTER COMPANY (HEWLETT PACKARD), HOUSTON, TX
1997 1999
Consumer Support Case Manager (1997 1999)
Responsible for strategically addressing and resolving escalated and complex technical issues relayed by
outsource partners.

Effectively resolved cases by providing real-time access to structured data and analytics.

Displayed expertise as technical subject matter expert (SME) during the launch of partner site in
Ottawa, Canada.
Technical Support Engineer (1996 1997)
Responsible for providing seamless client support by using and operating call distribution software in
response to inquiries and concerns about products and services.

Offered guaranteed solutions to end users by effectively evaluating the cause of technical issues.

Consistently led the team in both case closure and customer billing.

EDUCATION
Chemistry Coursework, Universidad Nacional Autonoma de Mexico (UNAM)
Internship in Biomathematics Lab, Instituto de investigaciones biomdicas bsicas (UNAM)

ADDITIONAL SKILLS
Langevin Instructional Design
Microsoft Windows Troubleshooting (All versions)
Proficient in Microsoft Office
Proficient in Adobe Dreamweaver, Fireworks, Flash and Captivate

LANGUAGE SKILLS
Fluent in English, Spanish, Read and understand Business Portuguese