SUMMARY:

• Analytical, problem - solving IT Professional seeking a position to apply skills and knowledge in the design and implementation of innovative and efficient solutions.
• Highly motivated, versatile and bilingual, with over 10 years of experience in technical support and eLearning environments.
• Extensive experience with a variety of support and eLearning software applications.
• Skilled at building positive, productive working relationships with clients and staff.

TECHNICAL SKILLS:

• Microsoft Windows (XP - 10
• Server 2003-2012) Microsoft Office Suite (2003-2016)
• Exchange Server 2012 Lync Server 2013 (user administration)
• Mac OSX Apple iOS
• Android Acronis Imaging
• AD Manager (Active Directory) ORACLE Associate On/Off Boarding
• Cisco Unit Cisco Unified CM Console
• DUO 2-Factor Authentication Administration Active Identity (VPN) Administration
• McAfee ePolicy Orchestrator Malware Bytes Enterprise Edition Management Console
• Remedy Trello
• CA Service Desk ZenDesk
• TeamViewer Bomgar
• Hardware Asset Tracking Oracle iProcurement
• Redmine SharePoint
• VMWare vSphere 5.5 VMWare Horizon View Administrator 6.0
• VMWare vRealize Operations Manager VMWare Horizon View Client 6.0
• VMWare vCloud Director
• Adobe Photoshop Moodle
• Adobe Premiere Pro LifeRay CMS
• Adobe Captivate WebEx Training Platform
• TechSmith Camtasia Studio Articulate Storyline 2

PROFESSIONAL EXPERIENCE:

Confidential, MI

Systems Analyst/Programmer

Responsibilities:

• Provide infrastructure, system security, software design and support
• Support vCenter and other VMWare technologies
• Build and support a variety of systems and applications for use in both clinical and research environments.

Confidential, Ann Arbor, MI

Technical Support Engineer and VMWare Support

• Provide HelpDesk technical support to local and remote employees
• Manage hardware inventory, imaging, and deployment
• Maintain and support VDI users and desktop images
• Participate in virtual environment infrastructure design and maintenance projects

Confidential, Ann Arbor, MI

Independent IT and eLearning Consultant

• Provided desk side support to individual users
• Delivered remote and on-site server and workstation maintenance
• Developed and implement eLearning training modules
• Produced visual and audio media as requested

Confidential, Ann Arbor, MI

Instructional Designer

• Designed and delivered online training modules for use in store-level operations
• Supported new product launches with on-demand online training and assessments
• Provided technical support to online learning website store-level users.
• Upgraded learning website interface resulting in a 36% increase in unique hits per page over a 12 month period
• Assisted with Spanish translation of all store-level online training modules
• Coached store-level operations in various capacities including corporate onboarding classes and market visits.

Confidential, Ann Arbor, MI

Web and Education Services Manager

• Lead creator and designer of virtual training content and deliverables for Hollander associates and clients
• Designed and delivered webinars, documentation, and knowledge assessment in accordance with product releases
• Created web-based commercials for Hollander Marketing to support product releases
• Delivered monthly online live virtual classes to clients via Cisco WebEx Training
• Maintained the Hollander Online Training Center website content to comply with IACET Accreditation standards
• Provided monthly analysis to determine virtual training effectiveness in relation to support center call volume
• Assisted Client Services personnel with domestic and international Spanish translation needs
• Recognized with an FY’11 30/30 Principles Award for reducing company costs by implementing virtual training

Confidential, Ann Arbor, MI

Team Lead, Client Services Help Desk

• Managed daily reports and Resource Center operations
• Supported management by monitoring call center queues and supervising employee daily activities
• Provided end-to-end technical support to clients and field representatives
• Evaluated and routed technical support case escalations to in-house hardware and software engineers as needed
• Conducted training sessions for Technical Support Representatives

Confidential, Ann Arbor, MI

Bilingual Autosource Representative

• Responsible for handling in-bound phone inquiries for vehicle valuation services
• Earned a World Class Service Award for Initiative
• Achieved a Milestone Award for excellent monitored performance
• Participated in Market Research initiatives targeting Spanish speaking dealerships

Confidential, Ann Arbor, MI

General Manager

• Trained and directed staff of 20+ employees to operate a successful business
• Assured that store was in compliance with OSHA and HAACP regulations
• Successfully completed ServSafe Food Safety Certification course
• Received recognition for successfully achieving Premier Operating Market status (FY2003)

Confidential, Rochester, MI.

Instructor

• Trained Leader Dogs to be responsible and productive dog guides
• Trained visually impaired students to work effectively with a dog guide
• Planned and implemented classes adapted to each student's unique needs
• Provided English/Spanish interpretation and translation assistance to instructors and students

Confidential, Rochester, MI

Manager

• Trained and supervised employees in sales and customer service best practices
• Trained in basic accounting of daily labor and sales budgets
• Prepared and presented performance evaluations of dining room staff to General Manager
• Participated in special marketing and merchandising events

Confidential, Mt. Pleasant, MI

Manager in Training

• Handled all aspects of rental requirements including additional sales and customer satisfaction
• Maintained computerized daily rental contract updates and accounting records
• Coordinated marketing relations with local car dealerships and insurance agents
• Successfully completed preliminary management internal certification program
• Awarded regional award for most profitable branch (Q2,1998)

Confidential

Program Technician

• Taught basic living and communication skills to developmentally disabled adults.
• Collaborated with case managers to develop client-specific programs.
• Evaluated individual client progress and reported this information to case managers.
• Trained in basic physical therapy exercises.