1. LESLIE Y. PALMER
1646 Karon Drive
Columbus, OH 43219
(614) 537-7835
Leslie-Palmer@att.net
EDUCATION
 Pursuing Master of Business Administration, Ohio Dominican University
 Bachelor of Science, Information Technology, Wilberforce University, 2009
 Associate of Arts, Business Administration, Columbus State Community College, 2003
TOOLKIT
Adobe, Articulate, Camtasia Studio, Captivate, Clarity, Cornerstone, HP Service Center, HP Quality Center, Lectora,
MS Office 365, MS Project, Oracle, SAP, ServiceNow, Success Factor, Share Point, SnagIT, Visio
SKILL BASE
ADDIE Principles Facilitator
ADKAR Principles Kirkpatrick / Phillips Evaluation Models
Agile / SAM / Waterfall Methodologies LMS Administrator
Project Management (PMI Principals) Organizational Change Management (OCM) Prosci Certified
Continuous Process Improvement Data Analytics / Metrics
Project Delivery Methodology (e.g ASM/.ESDm) SWOT / Needs / Gap Analyses
Instructional Designer Technical Writer
ITIL Certified Training & Development Program Developer
PROFESSIONAL EXPERIENCE
Nationwide Insurance Company
September 2013 to Present
Senior Trainer, Process Governance, Production Assurance, I&O, Information Technology
 Lead facilitator for an IT Service Management ServiceNow Transformation project that effects 33,000
associates
 Develops content, delivery medium, & training plans for project/process teams & assists in organizational
change management (ADKAR) planning
 Identifies, stands up, and governs the standards and metrics for reporting the effectiveness of training courses;
performs quantitative analyses and recommends improvements based on findings.
 Consults with process owners, project managers, and SMEs to design/develop ITSM process trainings, job
aids, presentations, quick reference guides & training plans using Agile methodology.
 Conducts developmental technical & interaction skills training according to ADDIE principles for entry through
advanced level associates.
 Designs and developments basic, technical & onboarding courses and programs via a web-based platform,
instructor-led trainings & other On Demand platforms
 LMS administrator for Run IT capability associates (e.g. updates lesson plans, registers associates, schedules
courses)
 Develops OCM communication and training plans, marketing activities & change strategies to promote ITSM
processes & course offerings
Nationwide Insurance Company (Contract)
March 2012 to April 2013
Technical Trainer
 Traveled to claims/contact centers as NW’s subject matter expert on Avaya Centralized Telephony (ACT)
project and as trainer.
 Designed and developed (ADDIE) web-based, instructor-led, and train-the-trainer courses for the project.
 Consulted with the business to perform needs analysis, determine gaps, develop change strategies, and
design appropriate learning solutions.
 Collaborated with project managers, SMEs, and leads to train and support the business through project
implementation and post implementation activities.
 Evaluated the impact, adoption & effectiveness of training against established goals & ADKAR organization
change management strategies.
 Conducted technical and onboarding training to all levels of associates and leadership.

2. Northwoods Consulting Partners, Inc. (Contract)
September 2010 to June 2011
Technical Trainer
 Designed and developed technical content for each customer & soft skills content for client’s professional
development program on diverse platforms (instructor-led, blended & web-based).
 Facilitated technical, management & professional development training programs; determined the appropriate
learning environment & platform for customers & employees (web-based, instructor-led, blended learning &
train-the-trainer).
 Partnered with project managers, product owners, sales, market owners and SMEs to determine project goals,
scope, constraints & customized training plan based on MS project standards and Agile methodology to
create DMS solution.
 Gathered requirements & established workflows via workshops, questionnaires, surveys, site visits, workflow
storyboards, use cases, scenarios, & other methods.
 Implemented peer-to-peer user support forum for post-implementation application.
 Performed systems-based evaluations & goal-based evaluations to ensure alignment with strategic goals.
Berea Children’s Home & Family Services of Central Ohio
December 2007 to June 2009
Technical Administrative Assistant
 Managed FileNet electronic content management system, Avaya telephony project, Evolv case management
system and Kronos workforce management system projects through implementation.
 Collaborated with corporate office leaders to establish standard operating procedures, workflow & processes
for this startup agency.
 Designed, developed, and delivered onboarding, professional, & technical offerings for clinicians, parent
mentors & support staff from entry level to advanced level staff).
 Conducted web-based, instructor-led, structured-on-the-job training, train-the-trainer & workshops.
 Established fundamental principles for training design & evaluation of learning.
Jehovah Shammah Ministries, Inc.
January 2003 to December 2007
Trainer/Program Coordinator
 Directed the Adult Basic Education & Job Training program for at-risk youth and low-income adults.
 Conducted life skills & job skills trainings, and preparatory productivity courses & workshops.
 Designed and developed instructor-led, web-based, & self-paced instruction for developmental education
offerings; conducted goal-based assessments of students & program, its content and related material.
 Established ASTD best practices for the skill-based program and validated compliance with state regulatory
guidelines.
 Executed program within annual budgetary constraints.
Ohio Department of Jobs and Family Services
Training Specialist - April 1992 to August 1998
Executive Secretary - September 1990 to April 1992
 Restructured training & development program for more than 1,500 employees.
 Facilitated all levels of productivity training for entry level to advanced level employees.
 Designed and developed curriculum for basic to advanced productivity courses.
 Designed instructor-led courses and instructional material, job aids, & quick reference guides.
 Performed needs assessments, identified skill gaps, & designed solutions.