David Quackenbush 672 Fulton Street Apt 1B Farmingdale, NY 11735

Home (516) 847-1333 dquack@optonline.net

CAREER OBJECTIVE To become a valuable member of a progressively diverse company, that will utilize and expand my skills in adult education and technology in a management or instructional design position.

EMPLOYMENT HISTORY Thomson Reuters LLC – Diversity Manager of the Americas Sept 2010 – Jan 2011 At the helm of running a multifaceted Project outside of any departmental boundaries, the position involvedmanaging, developing and promoting the Thomson Reuters Americas diversity agenda.Accountable for ensuring that the company diversity agenda received proper consideration and weight across the entire Americas business.The Managersresponsibilities included leading Diversity and Inclusion Council meetings, coordinating with the employee resource groups and regional councils, raising the profile of diversity and inclusion and establishingbest practices.

Responsibilities and achievements:

Acting as financial controller approving and tracking expenditures against budget

Drafting all-staff internal communications and presentations to senior management

Organization of internal and external events, submission of entries to external awards and the design and execution of staff surveys

Partnering with ERGs on events, network activities and development of best practices

Providing alignment with the global diversity sub-committee

Representing the companywith external financial institutions and network groups

Establishing relationships with other diversity managers from other companies

Representing Thomson Reuters on all matters related to diversity Thomson Reuters LLC – Learning Consultant July 2005 –Sept 2010 Design, develop and deliver training on proprietary products. Trainingdeliverables geared towards financial markets based on client workflow and in-line with sales &support strategies. Uphold global learning standards for delivery, development and actively support process development.

Project management of training development with global departments

Client needs analysis, curriculum design and development

Web-based training (WBT) design and development,

Delivery and design of instructor-led training courses and curriculae

Develop blended learning pathways comprised of e-learning, system simulations, instructor-led components including pre, and post program components

Present intorductory courses for all business segments and all new employees

Design, develop and manage eLearning courses and curricula for multi-region market segments for multiple products and skill sets

Integral in the creation of the primary eLearning for all business segments for the newest flag ship product of the financial division

Accomplishments

Project manager and contributor of the first Global Learning platform Constructed a curriculum with blended learning elements for all global regions. Created and maintain eLearning curriculum for multiple product based learning. Design, develop, and deliver classroom, webinar and eLearning for New Global

Flagship products. Founding member of LGBT Employee Network. Member of Americas Regional Diversity Council Intra-web page manager for Diversity Council and LGBT Employee Network Started and maintain Thomson Reuters AIDS Walk NY team

Reuters America CRMC Team Leader Feb. 2003 – July 2005 Maintaining and improveexisting service standards.Assists the Customer Service Manager with day to day support, providing technical, data and application support for customers of the regional/CRMC. Hands on supporting, coaching and developing the various help desk teams to deliver the CRMC service strategy.

Maintain and improve demanding service targets

Manage help desk staff of 14

Proactively manage customer issues

Coach staff to deliver excellent customer service

Recruit staff to meet the needs of the department by analyzing requirements and assessing candidates against departmental standards

Deliver key projects to improve customer service

Effectively contribute to the CRMC Customer Support Management Team

Achieve desk telephony targets&Improve first call resolution results

Reduce volume and time of outstanding SRs&Improve customer satisfaction

Complete monthly call assessments for desk members Accomplishments;

Exceeded and maintained service goals for 85% of time as Lead. Developed team management scheme that became the standard for the CRMC Instituted a learning program to advance CRMC agents market knowledge

Reuters America CRMC Help Desk Technician Oct. 1999 –Feb. 2003 Assisting subscribers to the Reuters proprietary systems via phone and e-mail training. Troubleshooting software, hardware and UNIXsever problems, resolving software configuration problems, dialing in or telneting to servers and using command line UNIX protocols to adjust configuration problems. Developing and maintaining a database of all clients’ records to record server access phone lines, Server identification, IP addresses, all data relating to tracking client calls.

Accomplishments; Critical role in developing Training website. UAT member for Global service and support software - CRM systems by Siebel. Primary support contact for 4Global Accounts.

TECHNICAL EXPERIENCE

HARDWARE & SOFTWARE

Expert in all Microsoft Office applications.

Advanced with eLearning development programs - Adobe Captivate, Articulate Presenter, Articulate Engage, Articulate Quiz maker, Articulate Video Encoder, Camtasia, Audacity.

Expert with online meeting and learning sites - GoTo Meeting, WebEx, Adobe Connect

Develop internal product specific Help site with Adobe RoboHelp.

Familiar with Terminal Emulation tools, Attachmate, Indigo and other Telnet protocols.

Experience with Lotus 123, Lotus Notes, Microsoft FrontPage, Netscape Composer

Install & configured:NetWare Client and File Servers - Windows NT Workstation and Server; Migration of NetWare & Windows network systems.

ELEARNING LINKS Samples of eLearning training programs are available by written request.

EDUCATION The Performance Company May 2008 Comprehensive course on techniques for writing and creating training courses. Mastering CatherineMattiske's 9-Step Instructional Design Process - ID9 which ensures all learners are catered for while significantly reducing design time and increasing retention.

Computer Career Center, Garden City, NY April 1998 – July 1999 Major: LAN Specialist course of intensive hands-on program integrating and optimizing PC’s, Building Local Area Networks, file servers and workstations.A+ Certified.

SUNY at Alfred, Alfred, New York Sept. 1983 – May 1986

Degree: AAS Retail Management Credits toward: AAS Marketing/Business Management

COMMUNITY VOLUNTEER ACTIVITIES Long Island AIDS Care GMHC of New York (AIDS Walk NY) Long Island Pride Parade Committee Lambda Legal Defense and Education Fund Christopher and Dana Reeve Foundation Breast Cancer Research Foundation Muscular Dystrophy Association Human Rights Campaign The United Way Salvation Army Good Will Industries International