Printing tool Download PDF

Work experience

Nov 2009Present

Trainer/Course ware Developer/Consultant

Independent Training/ Implementation Consultant

Consulted for RMGT Property Management, GMCR, TOP Step Consulting and JPW Consulting


  • Delivered Microsoft Dynamics CRM training / support
  • Design, develop, and maintain course materials for enterprise level business systems, used Captivate and Articulate Storyline for Storyboards and blend elearning CBT’s
  • Delivered training to employees for Oracle CRM Fusion, CRM and Siemens Product Lifecycle Management (PLM) systems.
  • Course materials include course design, storyboards, student and instructor guides, Job Aids, lab exercises and templates for public courses as well as self-paced training titles for end users.
  • Delivered live training and training via WebEx to End Users. This included Microsoft Upgrades, Windows 7 and 8 Office 2010 and Microsoft Business Contact Management (BCM) Dynamics CRM application implementation. Also trained staff on Jobs Aids, Screen Cast and QuickBooks.
Nov 2010Nov 2011

Trainer Courseware Developer

NetSuite, Inc.
Left due to reduction in force of the Professional Services Depts. Responsibilities:
  • Delivered training via WebEx to NetSuite CRM Administrator and End Users.
  • Designed, developed, and maintained course materials for customers, partners and employees, including course design, storyboard, student and instructor guides, lab exercises and templates for public courses as well as job aides and self-paced training titles for end users. ERP including financials training and CRM partner training.
Sep 2009Oct 2010


Independent Training/ Implementation Consultant

Contracted for Imclone Inc. And Eli Lilly and Company(Contract Completed)


  • Implementations Specialist and Trainer for web based Contracts Management and SharePoint initiative.
  • Trained staff on requiring contracts language that dictated the following of GMP procedures, and guidelines that correspond with government legislation. Basic concepts whose goals were to safeguard the health of patients as well as producing good quality medicine, medical devices or active pharmaceutical products. Manage project planning, scope, issues and risks; specifically project plan, status reporting, deliverable oversight, client interactions, budget, adherence to process.
  • Lead project team by working closely with analysts, architects and developers.
  • Clearly communicates to both IT and business unit staff the impact of the project.
  • Facilitate requirements gathering from both technical and non-technical business personnel.
  • Transform results of requirements meetings into documentation using standard formats.  Seek corrections and incorporate changes into documentation; facilitates final sign-off from appropriate business unit officer/s.
  • Develops business cases including ROI/TCO estimation.
  • Works closely with project team by assisting in evaluation of business/functional requirements in order to create data models, system requirements, technical specifications.
  • Articulates complex ideas, issues and designs to varied audiences; communicates project objectives, scope and direction to project team; educates IT staff on business vision and plan.
  • Manage system changes and keep requirement documents current; negotiate changes to project plans based on new requirements. Enforce change management processes and capture all changes as new revisions of systems documentation.  Track and communicate cost implications of changes to the business units, obtain approval to incur the costs.
  • Assist in validation of systems against business/functional requirements. 
Jul 2008Jul 2009

Employee Training Director

Aberdeen Group Inc., Market Research

Left Due to reduction in force from parent Company Hart/Hanks


  • Training Manager/ CRM Administrator 07/2008-7/2009
  • Aberdeen Group Inc Market Research (Left Due to reduction in force from parent Company Hart/Hanks)
  • Development and administration of organization training programs, training objectives, strategies and policies.
  • Direct the implementation of policies and procedures related to various training and educational programs.
  • Investigate and evaluate a variety of in-house and outside training and educational programs. Direct analysis and design of materials and programs. Analyst training and CRM training and courseware development.
  • Development and administration of organization training programs, training objectives, strategies, policies, and programs. 
  • Direct the implementation of policies and procedures related to various training and educational programs for the employees.
  • Report to C Level officer and have manager level reporting to me.
  • Investigates and evaluates a variety of in-house and outside training and educational programs. Conducts needs evaluation and designs curricula and courses to meet those needs. 
  • Liaises with management to ensure training and educational programs achieve corporate goals.
  • Direct analysis and design of materials and programs and suggests enhancements. 
  • Ensures all new employees complete orientation/general instructional sessions and report to management. 
  • Prepares and approve budgets.
  • Research methodology training and Sales training to new as well as current staff to improving both times to productivity and overall job competency.
Nov 2007Jul 2008


Independent Consultant/Trainer, Accenture.

Contract completed 7/2008


  • Implementation consulting with Accenture for AT&T ECON Web based Contracts Project.
  • Trained Accenture and AT&T staff in the use and in support of Emptoris Contract Management, (ECM) software.
  • Led transfer of project from third party consulting agency to Accenture and AT&T.
  • Delivered the following services: PC Configuration, local area networking, security, software and hardware installation as well as general trouble shooting. Computer optimization and tuning and advanced data backup. Wired and wireless networking, Intuit software training and set up for Quicken and QuickBooks, ERP and other application training and consulting.
Aug 2006Nov 2007

Senior Education Consultant Trainer


Left due to reduction in force of the entire Training Dept


  • Delivered world-class learning solutions and facilitated the rapid adoption and utilization of Emptoris Web-based On Demand Solutions Sourcing, Contracts and Spend Analysis to Fortune 500 customers.
  • Facilitated onsite and offsite application training for end-users, project sponsors, and team members.
  • Worked with team on (CBT), computer based training and designed and developed end-user and train-the-trainer programs for instructor-led training programs.
  • Contract training included extensive use of MSWord. Designed and developed synchronous and asynchronous e-Learning programs.
  • Lead team in evaluating learning programs to ensure consistency with business objectives and best practices in adult learning. Developed new training courseware for software updates.
  • Consulted with client resources and project team members to identify role-based learning strategies and improved training delivery options.
  • Performed needs analysis of client training culture and requirements in conjunction with project team members to tailor training objectives and agendas for clients.
  • Prepared and practiced delivery capability to ensure client satisfaction and knowledge/skill transfer.
  • Managed seven training databases used by Education Services, responsible for refresh and updates as well as training database development. 
Jan 2006Jul 2006


Independent Trainer/Consultant

Contracted with Various Clients (Contracts Completed)


  • Delivered the following services: PC Configuration, local area networking, security, software and hardware installation as well as general troubleshooting.
  • Computer optimization, tuning, and advanced data backup. Wired and wireless networking, Intuit software training, and set up for Quicken, QuickBooks and SalesForce CRM training and consulting.
Dec 1998Dec 2005

Consultant /Trainer level II Support

Mapics/PivotPoint Inc.

Left due to reduction in force when Mapics/PivotPoint was acquired by Infor


  • Provided high-level technical support to the client base for Extended Systems products. Implemented and ensured a high level of customer service and satisfaction. Experienced ERP and CRM consultant and trainer.
Feb 1996Nov 1998

Pre-Sales Consultant Technical Lead

Computer Associates, Inc.

Resigned to take Position with Mapics


  • Trained all new consultants in the U.S. and Canada. Achieved all goals in productivity and customer service as a top performer within the first six months, member of the President’s Club.



The University of Connecticut

BA is English and History


Steve Curtin

My manager while I was at Emptoris a division of IBM

Mark was a key part of the Education Services team at Emptoris. As a Senior Education Consultant, Mark had both training content development responsibilities as well as training delivery responsibilities. I enjoyed working with Mark, and found him to be technically savvy, extremely knowledgeable about the product set, and someone that would often go the extra mile when needed for customers.

Mark was able to take technical concepts and translate them into workable business concepts for non-technical folks, which was key for our customer base as it was a set of applications that were used by non-technical people.  I attended several of Mark’s classes to learn and audit and I found Mark to be a strong presenter, he knew his subject matter very well, was able to deliver that knowledge successfully to the audience, was very patient with the students, and was happy to take extra time to work with folks who needed a bit of extra help. He always received excellent ratings from students and is a great couch and mentor.

In summary, I would not hesitate to recommend Mark, he is a strong professional who not only can develop great training materials, but also does an excellent job of delivering those materials to a live audience. He was reliable, easy to work with, and flexible (particularly where travel was involved – he helped out several times for travel in a pinch where others hesitated.

Daniel P Picker

Worked with Mark on a contract management platform implementation. Mark was knowledgeable, professional, and articulate. Mark was great to work with.

Megan Priest

Mark was a pleasure to work with though out the entire interview process. He was extremely detail oriented and was able to put together a training presentation that successfully reached out to people in both Research and Sales. His attention to detail and strong work ethic are outstanding. I would welcome the opportunity to work with Mark again.

Bill Quinlan

I worked with Mark at GMCR. Mark developed and delivered software training to our sales force.

I always found Mark to be well versed in his craft and professional in the way he managed his projects. He worked successfully in what is often times an ambiguous environment. I would recommend Mark for similar engagements.

Eduardo Flores

Mark was a key part of the Emptoris team at AT&T while he was there. Mark had both training and content development responsibilities. � He also took the time to mentor other consultants like me to speed there time to production.  Mark has a great personality that works to quickly instill trust and establish positive relationships with the people he teaches (and works with). He was very effective in communicating the desired information, and flexible in accommodating specific customer requests. He was also very conscientious and thorough. 

Ron Kaunfer

“Mark was hired to implement a training regiment for Sales & Market Research departments with Aberdeen Group. He accomplished this and more of his assignment in the 10 months he was he was at Aberdeen! Not only did he train Sales & Market Research staff in their roles, Mark documented and devised training for all the software used by those departments. He established an on boarding program to ease new employee transition into our corporate culture. He and I worked together to document and augment finance related processes. Mark performed as a mentor and coach to employees at all level during his time at Aberdeen and I would not hesitate to work with Mark again."

Tom Badillo

“I am a huge fan of Mark-- His energy is always high, his work is never less than exceptional, and his powerful intellect is like a steel trap for any information or new ideas. Mark is a terrific team player, which is to say that he is supports and celebrates the successes of his colleagues.”

Greg DeGuglielmo

Greg DeGuglielmo, 781-856-8155

Aberdeen Group (Colleague) 

“I would hire Mark without hesitation. Mark has incredible people skills and has an uncanny ability to get his students to like him, the training, and the company. He also has great versatility given his background in Support, Training, Professional Services, and even some pre-sales. 

Mark is an experienced Technical Trainer with proven ability to evaluate, coordinate, design, and deliver a comprehensive range of training and education programs. Effectively communicate technical information to non-technical audiences, improvising curricula and styles to meet diverse audience needs. Well developed interpersonal, presentation, and team building abilities complemented by success in blending analytical, organizational, and technical expertise.

Finally Mark is great for company culture and makes all those around him enjoy working with him. Mark would be a great addition to any organization.”

Mike Cram

“I had the pleasure of working with Mark in a challenging environment at a Contract Lifecycle Management client. Mark worked with the client to determine barriers to adoption of the implemented technology and recommend realistic solutions to keep the program working and help the client understand where their internal issues were limiting their ability to realize the benefits of the system. Mark was personable and professional in his execution of this consulting engagement. I am happy to recommend Mark for engagements in the Contract Lifecycle Management space.”


Seeking a position that will benefit from my innovative training approach and experience that deliver measurable results while conserving resources and increasing productivity



Skip Barber School of High Performance Driving

Resigned to go to Digital Equipment Corp


Core Competencies

Experienced trainer with proven ability to evaluate, coordinate, design, and deliver comprehensive implementation methodologies for enterprise level business Blended Learning solutions. Experienced trainer of Enterprise CRM systems such as NetSuite, Microsoft Dynamics CRM, Microsoft BCM and Design, produce and maintain all training materials, communication, and supporting documentation for clients. Developed and delivered presentations and extensive training done via WebEx, RoboHelp, GotoMeeting, MS Office Suite, Word Excel, PowerPoint, Articulate Storyline, multiple (LMS) Learning management systems and (GMP) Good Manufacturing Practices. Experience with Captivate (along with other video capturing/presenting applications) and OLM (Online Learning Management).

As an implementation consultant specializing I advise businesses on the most suitable approaches and best practices in order to quickly and effectively roll out client implementation. Using the PACE method to determine the P=Pressures, A= Actions, C= Capabilities and E= Enablers.

I also use the ADDIE model of instructional Design and for training development, to build effective training and performance support tools using the ADDIE phases.

  • Analysis
  • Design
  • Development
  • Implementation
  • Evaluation

Core Competencies Continued:

  • Managing the training budget including apportioning funds across the business and monitoring expenses.
  • Contribute to the strategy and success of the Implementation team, ensuring linkages between programs (e.g. recruitment and induction) and systems. Ensure programs and projects.
  • Consult with the business to determine implementation and learning and development requirements to fit user’s needs and requirements.
  • Consult with the subject matter experts in order to define competencies and experience required for specific jobs.
  •  Manage relationships with training vendors including discounts, special offers, and customized programs.
  • People management and vendor management experience.
  •  Experience working in a dispersed environment and using technologies, and knowledge of how technology can support implementation success.
  • Possess excellent project management skills and strong business acumen, detail oriented, self-motivated.
  • Sourcing Training and Implementation
  • Configure Contracts load BTV’s, load Clauses
  • Assemble and refine Contract Templates and Notification Templates, Configure Notification Events, Configure Object Security, Define Contract, Clause & Term Naming Conventions
  • Define Contract Classes, Clause Types, Notification Templates and Notification Events
  • Load User Roles
  • Identify User Role Classifications