Mary Ann Hagemann

Summary

Information systems professional with with over ten years of experience in end user support and training. Proficient in data analysis, SharePoint collaborative tools and other technologies. Especially successful in working with social media and expressing creativity. Earned a solid reputation for the ability to improve the customer experience.

End User Experience

  • Assist Catalyst team and senior leadership in posting blogs, using discussion boards and publishing articles.
  • Recommend user solutions for SharePoint and other tools to Catalyst team members as a SharePoint MVP.
  • Collaborate and share knowledge with other SharePoint site owners in the Intranet Community of Interest.
  • Share IS systems and tools knowledge with the IS community as an IS Ambassador and using Yammer.
  • Provided training and/or one-on-one coaching to end users of  multiple systems such as uPerform, the Catalyst Learning Management System, SharePoint TeamSites, Mercury ITG and Warehouse Order Management.

  

Professional Skills

  • Software/Tools: SharePoint 2007, Articulate Presenter, Engage, Quizmaker, LiveMeeting, MS Visio, MS Communicator, MS Office 2007, various social networking tools, RWD uPerform, Business Objects, SAP Navigation, PWA time reporting
  • Training & Development: Instructional systems design, ADDIE, Bloom’s taxonomy, Gagné’s nine events of instruction, eLearning strategies and course design, instructional methods, adult learning theory, learning technologies, evaluation research, global training
  • Web Development/Graphic Design: WordPress, HTML, Fireworks, Photoshop, Dreamweaver, FrontPage, Flash

Education

  • Master of Arts, Training and Development   Emphasis: eLearning
    Roosevelt University, Schaumburg, IL – May 2010
    Masters Project Topic: Make a Difference by Training Systematically, Actively and Collaboratively 
  • Graduate Certificates: eLearning, Training and Development, Instructional Design
    Roosevelt University, Schaumburg, IL – May/December 2008 
  • Bachelor of Science, Operations Management & Information Systems   Minor: Spanish
    Northern Illinois University, DeKalb, IL – December 1998  

 

Professional Experience

Kraft Foods, Inc., Northfield, IL, January 1999 – Present

Training Development Manager, Catalyst, May 2009 – Present

  • Maintain and suggest ideas for the Catalyst Intranet site and leadership blog. 
  • Collaborate with business process subject matter experts to develop training courses and job aids.
  • Coordinate with the process team to establish appropriate training curriculum, methods  and materials.
  • Support process team uPerform authors with refresher help as needed.
  • Provide backup course publishing assistance as needed.
  • Develop clear, succinct and effective course materials using MS Office, Articulate and uPerform.

 

Training Technology Advisor, Catalyst, October 2008 – May 2009

  • Managed the training development team’s SharePoint teamsites, surveys, discussion boards and blog.
  • Designed and built the Catalyst Intranet site utilizing SharePoint 2007 functionality.
  • Provided “How To” training and end user support for tools used by the training and development teams.
  • Created a new MS Access database for training course/employee data to replace the corrupted vendor system.
  • Developed role mapping and course/employee reports for headquarters and plant deployment training courses.

 

Client Support Analyst, Project Office/Centralized Client Support, June 2007 – October 2008

  • Created training materials and delivered Live Meeting and instructor-led Mercury ITG training courses.
  • Provided “How To” support for users of Mercury ITG and other project management tools.
  • Offered personalized, one-on-one coaching to IS project managers, program leads and time reporters.
  • Led weekly support status meetings with technical vendor and business support personnel to analyze support trends, identify training needs and recommend system process improvements.
  • Trained new team members on Mercury ITG processes and support procedures.
  • Coordinated the development, testing and installation of system changes and upgrades.
  • Recorded, reviewed and approved uPerform simulations.

 

Senior Information Systems Auditor, Corporate Audit, April 2005 – June 2007

  • Created an audit documentation web site containing audit templates, example documents and other audit tools.
  • Trained new audit employees on audit software, documentation standards, policies and procedures.
  • Provided audit subject matter expertise for the “Introduction to Business Risk” web-based training course.
  • Led various audit projects and also contributed as a team member by conducting detailed testing.
  • Executed risk assessments and analyzed business processes to establish the most efficient testing approaches.
  • Evaluated key system controls to ensure their accordance with Kraft Foods company policies.
  • Prepared audit finding reports that were distributed to Kraft Foods and Altria senior management.

 

Systems Project Leader, Sales and Customer Service Systems, January 1999 – April 2005

  • Created training materials and support documentation for developers, support and end users.
  • Developed system enhancements and fixes for the AS/400 warehouse order management system.
  • Provided 24/7 technical and end user support to the warehouse order management system on a rotating basis.
  • Recruited potential systems employees at college recruiting events at Northern Illinois University.

 

Awards

  • Deb Colky Award Finalist, CCASTD, 2009
  • Above and Beyond the Call of Duty Award, Catalyst SharePoint Intranet site creation, Kraft Foods, 2009
  • Manager’s Award, “Introduction to Business Risk” web-based course core team work, Kraft Foods, 2007
  • Best Systems Web Documentation Site, Sales & Customer Service, Kraft Foods, 2002
  • Regional Outstanding Web Page, Northern Illinois University, Delta Sigma Pi Business Fraternity, 1998

 

Volunteer Activities

  • Northshore Communications Lead/Member, GBS ONE, Kraft Foods, 2009 – Present
  • Board President/Vice President, Heatherwood North Homeowners Association, 2008 – Present
  • Member, Junior Chamber of Commerce (Jaycees), Hoffman Estates Chapter, 2008 – 2009
  • Chapter Web Site Coordinator, Delta Phi Epsilon Sorority International Web Site, 1998 – 2002  
  • Volunteer, Junior Achievement, Habitat for Humanity, and various Kraft sponsored events, 1999 – Present
  • Webmaster/Social Chair/Marketing and Communications Chair, New Information Systems Professional Council (NISPC), Kraft Foods, 1999 – 2001

 

Professional Organizations

  • American Society for Training and Development (ASTD) and Chicago Chapter (CCASTD), 2006 – Present
  • International Society for Performance Improvement (ISPI) and Chicago Chapter (CISPI), 2008 – Present

 

Certifications

  • Certified Prosci Change Management, Prosci, 2010
  • Certified Information Systems Auditor (CISA), Information Systems Audit & Control Assoc., 2006 – 2007

 

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