SUMMARY

• Technically skilled business professional with a proven background refining operations through effective instruction.
• In - depth experience in technical training, writing, course development, instructional design, and resource coordination.
• Experience conducting needs assessments, curriculum development, and designing training that meets the adult learner.
• Adept at creating and delivering web-based training and instructional materials, teaching aids, and devices, as well as technical/troubleshooting manuals and user guides.
• Superior communication, diagnostic, technical, and presentation skills.
• Excellent in collaborating with management, instructors, and external clients to determine training needs.

TECHNICAL SKILLS

• Windows XP Pro/Home
• 07
• Server 2003
• VMware
• SMS
• SCCM
• Remedy Ticketing System
• Clarity
• HP Service Center
• Office XP and 2003
• 2007
• 2010
• Ghost
• Cisco VPN
• Outlook
• Lotus Notes
• Linux
• Fedora Core Four
• PGP encryption
• Adobe Suite
• Auditor (security analyzer)
• Perform
• Performance View
• Airwatch
• Intermec
• Open Office
• Microsoft Office
• Microsoft Visio
• Active Directory
• Web-Based Applications e-learning
• Click Mobile Application
• Sterling
• Mimosa Archiving Solutions
• SAP

PROFESSIONAL EXPERIENCE

Confidential, Tempe, AZ

Cisco Voice Engineer Jr

Responsibilities:

• Configured Cisco physical and software phones in Cisco Call Manager (12.0) for internal Global IT
• Configured video endpoints using SIP dialing protocol
• Assisted in UCCE system upgrades
• Cisco Configuration Manager
• Cisco Contact Center: created new teams, teammates, skill groups, etc
• Assisted with Cisco to Skype migration (routing dialing to point to Skype servers) eGain chat software engineering (deployment, integration, training end users)
• Cisco ECE Chat software engineering (deployment, integration, training, end users, onboarded new chat clients using Contact Center and ECE 12.0)
• Calabrio call recording administration and support
• Conference Room audio and video configuration and support
• WebEx administration (cloud instance: creating new users, managing recordings, profiles, etc)
• Supported internal/external clients including government, healthcare, schools and SMBs
• Investigated and made recommendations to management regarding upgrades, new software purchases/deployments.
• Provided external clients including assisted living and dialysis locations with VOIP phone, fax, and WebEx support
• Assisted in new acquisitions: migrating phones, DNs, video equipment, etc.
• Finesse 12.0 Deployment and Integration (created training docs, trained in person/remote, managing teams, users, profiles, chat profiles, etc)
• Experience with TMS (Cisco Telepresence Management Suite): Configuring/Troubleshooting Endpoints within Confidential ’s Video Conferencing System. Configuring Tandberg EX90s, C40s, Profile 42 C40 Mobile Units, DX80s and Cisco MX300 series.

Confidential, Tempe, AZ

End User Support

Responsibilities:

• Assisted in the Refresh of laptop and desktop equipment for Confidential employees nationwide
• Provided 2nd and 3rd level hardware and software support for over 300 teammates
• Provided solutions for Microsoft Exchange, DNS, DHCP, and VPN issues
• Assisted in multiple testing including: User/Machine migration in Active Directory, Windows 8/10 application testing, GPO testing, and other hardware/software evaluations
• Experience with NextDesk Ticketing system: Response time/updates/closure all within our departments SOW
• Assisted Telecom team with Cisco IP Phone deployment for new hires, cube moves, and name changes
• Experience with CUCA (Cisco Unified Call Manager Administration): IP Phone configuration, Assigning DNs and Users.
• CAD (Cisco Agent Desktop) configuration and troubleshooting

Confidential, Phoenix, AZ

Cisco VOIP Trainer

Responsibilities:

• Assisted in the deployment of Cisco’s Unified Phone System for agencies for the state of Arizona
• Researching the features and benefits of these phones, as it was up to me to “sell” the new technology to the end users
• We covered all the basic features such as foot stand adjustment, placing and answering a call, and ending a call. Also, we covered advanced features such as forwarding, transferring, conferencing a call (adding additional attendees), parking a call, DND - Do Not Disturb, along with other features
• Working with Project Managers, I scheduled training in conjunction with the “cut-over” date, so employees received training the day before/of the installation of the new equipment
• Provided next day support for desk side support, configuring speed dials using the Cisco Unified Portal, and to facilitate changes and the escalation of issues.

Confidential, NY

SAP Consultant

Responsibilities:

• Provided POST Go-Live support for SAP-HR implementations, involving statistic gathering, analysis, retraining, and production support
• Worked directly with the client to resolve time entry and payroll issues
• Provided end user disaster recovery support in person and remotely
• Attained extensive experience with highly customized projects with large teams
• Assisted in Production Support, Enhancement, Upgrade and Implementation projects
• Involved in preparing Business Process documents for HR processes
• Provided mobile device support including IP/TCP errors and testing for Cellular transmission security
• Tested data migration from Legacy Systems to SAP systems for accuracy
• Assisted in the writing of Functional Specs for HR technical and functional developments
• Assisted in updating existing documentation and ensured updates were communicated effectively to the client

Confidential

Professional Instructor/Training Specialist

Responsibilities:

• Delivering technical content (across multiple products) at a variety of levels to different audience levels via classroom (public, onsite), virtual classroom, and recorded formats
• Learn highly technical products quickly using pre-release documentation and pre-release software and hardware
• Gather, review and analyze course evaluations to determine effectiveness of training sessions. Prepare recommendations and report to senior level personnel and/or management. Implement approved revisions to course materials as necessary to improve training effectiveness
• Assist in the development of department standards, and share knowledge to internal resources
• Provide leadership, technical project coordination, consultative services, and liaison with cross-functional work teams, and subject matter experts to develop course specifications and gather course content
• Assist in development of effective and sustainable training courseware and curriculum, leveraging the latest technologies
• Contribute exam materials, including scenarios, multiple-choice, and other item formats for use in testing knowledge
• Collected information pertaining to work procedures, work flow, and reports; to understand job-specific functions and tasks
• Responsible for conducting “Train-the-Trainer” sessions as well as training “super users” on Sterling retail sales tools
• Assisted with the development of training and reference materials
• Responsible for updating existing training and reference materal
• Ensured e-Learning prerequisites were completed, prior to Instructor Lead training
• Trained delivery drivers on proper use of iPhone integrated with Click Mobile Software application
• Troubleshoot IP/TCP issues over Wi-Fi and Cellular networks.
• Ensured mobile security applications were up to date and that these meet client expectations
• Trained management team on Click web-based delivery monitoring application (GANTT)
• Provided pre and post “go live” support to Florida and Chicago Markets for the iPhone and mobile applications

Confidential

US Foods Contract Deployment/Training Specialist

Responsibilities:

• Managed aggressive on-site training for all employees during migration from a manual system to an automated tracking system
• Configured Windows based mobile devices (Intermec CN50) and portable thermal printers (Zebra 420) to division specific settings and prepared training material for upcoming training classes
• Troubleshoot networking errors of mobile devices including IP issues, HTTP (S), and security issues.
• Created new training material regarding the hardware/software usage in accordance with guidelines and procedures
• Facilitated the training of end users in remote areas.
• Provided high-level training efforts to over 1,000 employees, including classroom and on-site individual sessions
• Trained company management team on two corporate and business web based applications (AirWatch, Performance View)
• Organized “Train-the-Trainer” classes and supported those trainers over the span of the project.
• Class size averaged 7 - 20 adults
• Conducted audits to determine the before and after deployment production values
• Provided post-deployment support including advanced training for customer service, finance, and warehouse departments