Summary of Qualifications

• Training / Adult Education with 20 years of software training experience, new hire, customer service, and team building. Business Analysis and Quality Assurance Testing experience curriculum design and development in higher education, healthcare, non-profit and public school sectors. Specialties: End User Computer Software Training, Microsoft Office, Database Design and Usage, Help Desk Tracking Software, Content Management Systems SACWIS Systems State Automated Child Welfare Information Systems
• Proficient in Web Content Management Systems, Medical billing and scheduling systems, Messaging and Collaboration software
• Experienced in training and on-boarding new hires
• Exceptional customer service skills with a focus on user support services

Accomplishments

• Mastered a new software application for Web Content Management and trained and support clients in it's use
• Member of a Staff Training and Development Unit responsible for developing a 6 month on the job training and development curriculum
• Coordinated an orientation program for new social hires which included providing 40 hours of information systems training in a computer lab, multimedia setting
• Developed an employee evaluation system including a custom built Course and New Hire database system

Professional Experience

Client Services Support Technician

Confidenital

• Provided outstanding customer support and technical troubleshooting for clients using web content management system and other web-based communications
• Responded quickly and courteously to client emails, phone calls, voicemail messages and other requests
• Performed quick and efficient troubleshooting and resolved requests or assigned/escalated tasks to the appropriate team member effectively and efficiently
• Communicated project requirements, timelines, and budgets to clients and internal teams
• Tracked, documented and analyzed support issues by using software tools
• Built and maintained relationships with clients
• Trained clients of varying levels of technical ability on content management systems, both in person and remotely
• Created, maintained, and distributed user documentation for new systems/tools as they were developed or enhanced
• Assisted with testing websites as needed

Software Trainer

Confidenital

• Successfully completed Train-The-Trainer and Teach-Back sessions to demonstrate software proficiency
• Delivered classroom training on WeCare, a new monitoring application implemented at the client's TeleCare Center
• Created and maintained training materials including simulations and exercises
• Managed group dynamics and behaviors in a multimedia learning environment
• Provided go-live support assisting professional response agents in taking live calls

Business Analyst/QA Tester/User Support

Confidenital

• Supported and enhanced RI's SACWIS State Automated Child Welfare Information System , a GUI-based client/server system
• Analyzed application functionality and developed user concepts
• Created design specification documents for changes to application software and maintained system documentation and online help files
• Performed training and demos for staff at all levels including MIS help desk staff, a senior management team of 22 department heads, and approximately 500 front line workers in Child Protective Services, Family Services, and Juvenile Justice
• Managed the system change control log worked closely with technical staff on design considerations and ensured adherence to system standards
• Functioned as 2nd tier Help Desk support

Business Analyst/Tester

Confidenital

• Wrote design specifications for redesign/modifications for the custom SACWIS database application used by the State of Rhode Island - Dept of Children, Youth and Families
• Tested software changes and reported issues to programming staff/designers
• Analyzed and researched system defects reporting findings to design staff

Lead Systems Training Specialist

Confidenital

• Facilitated classroom instruction and developed curricula on computer technology, supervision, customer service, communications and teambuilding
• Created online learning content, tutorials, quizzes and surveys using WebCT
• Designed instruction for diverse job functions including clerical, direct service staff, management and MIS staff
• Directed the staff training on RI's SACWIS system, Microsoft Office applications, Novell GroupWise and internet applications
• Updated training documentation over a 10 year period for all new application modules, software upgrades and enhancements
• Designed training materials through interpretation of technical system design documentation
• Tested software updates in a training environment and reported problems to MIS staff including specifics for fixing reported issues

Systems Training Consultant

Confidenital

• Contracted to provide end user classroom systems training to employees in 5 Southern New England Health Centers
• Worked cooperatively with other contracted trainers as well as trainers and systems personnel within The Harvard Pilgrim Organization
• Software training included Windows 95, Epic Medical Software applications Cadence/Resolute and EpicCare, Microsoft Office, and Lotus Notes Mail
• Performed on site live support as centers came online with the new systems and assisted in design of user practice materials

Trainer/Consultant

Confidenital

• Provided customized training for human service agencies, non-profits, college faculty and staff, K-12 educators, and small and medium sized business
• Designed curricula, PowerPoint tutorials, training aids, and on-line content
• Conducted needs analysis for businesses with 1 to 300 employees
• Led work sessions for clients needing to develop employee training and database systems for managing training related data

Systems Support Analyst

Confidenital

• Supported a community of computer / systems users by functioning as liaison, working cooperatively with both the users and the programming staff
• Achieved project goals through effective communication, individual and group training, and leadership skills

Additional Professional Experience

• Volunteer Technology Coordinator for South Road Elementary School
• Member of RIC School of Social Work technology committee and the college's technology committee
• Coordinator, Smart classroom equipment ordering and maintenance
• Created curriculum for and taught CEU Eligible courses
• Technology Training Consultant for Perspectives Corporation Inc., Connecting for Children and Families and the Community Provider Network of RI
• Database designer/consultant for maintaining training statistics Department of Children, Youth and Families
• Adult Education Computer Trainer for the Cranston Adult Education Program, South Kingstown Adult Education and the Woonsocket Shelter Community Action Program