SUMMARY:

• Instructional Systems Designer who creates ADDIE technology content and deliverables.
• Use Storyboarding; Adobe Captivate; SCORUM LMS systems; Moodle; & HTML to create products
• Written and delivered multimedia technology training via traditional and distance learning methodologies.
• Provide technical and corporate training materials for a variety of clients.
• Implemented online software training solutions and technical training for National and International clients.
• Created Office 95/97/200/2003/2007/10/13 and Windows XP/7/8 training materials.
• Provide Remedy Training for executives; users; and techs;
• Excellent knowledge of Email clients; namely Novel, GroupWise, and Microsoft Office.
• Advanced experience with computer hardware and software.

TECHNICAL SKILLS:

• MCT. MCAS.
• DOS/WIN 3.X/ Windows 95/98/NT/200/XP/ME/VISTA/7/8; SUN/Solaris; DEC/UNIX; HP - UX; MAC.
• Office 95/97/2000/XP/ 203/2007/2010/2013, including Outlook.
• Server 2000/2003/2008 Administration; Basic LAN and TCPIP networking;
• Corel Suite support; WordPerfect; QuickBooks; Lawson; Lotus Notes; Sametime.
• Proficient in Legacy Hardware, PC Hardware troubleshooting;
• TCP/IP; Novel; GroupWise; ETHERNet; DECNet; Routers; Firewalls.
• Service Now; Remedy; Magic Solutions; Sybase; Oracle.
• Blackberry; Cisco; IP Phone; Laptop; Desktop; Server Support.

PROFESSIONAL EXPERIENCE:

Confidential, NY

SENIOR ONL INE TRAINER

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Experience creating; supporting; and training users in a Windows 7 production environment via phone, desk side and classroom settings.
• Excellent knowledge troubleshooting Microsoft Office/Outlook 2010.
• Provides handheld support for the office including, but not limited to, iPhones (Good) and Blackberries (RSA).
• Provides technical support for global help desk team with a spike in global volume due to new applications;
• Due to recent Windows 7/Office 2010 migration. This is a production support for an environment of 500 users plus global locations.
• Shift/Weekends coverage are mandatory after successful completion of intensive training program. Must help develop training program.
• 50/50 help desk/desktop experience including technical support and online user training.
• Train staff and users on MS OCS; MS Networking, MS Office; ADOBE; Proxy Cisco, eDocument Manager; DeltaView; Workshare.
• Provide training documentation and technology proficiency training for all levels of management.
• Takes a proactive approach in present and future training needs of the firm.
• Maintains technical competence in relevant software. Willingness to teach evening or weekend classes, when the need arises.
• Use Workshare Compare to redline and blackline documents. Participates in rollouts of new software and hardware technology.
• Fully aware of and willingness to abide by firm policies and procedures.
• Recognizes the importance of effective client service and presents the Firm in a positive light.
• Successfully sets priorities and completes tasks in a timely manner, paying special attention to detail.
• Keeps scheduled appointments, reports for work on time and maintains good attendance.
• Maintains appearance and conduct that is appropriate for a professional services environment.
• Adjusts to changing priorities and is willing and able to take on new tasks and responsibilities.
• Generally remains calm and focused in pressure situations.
• Use Workshare Compare, Document Management, DeltaView, Carpe Diem, Elite, LexisNexis, and Adobe products; etc.
• Relates to the inevitable problems and frustrations experienced by personnel when using technology, and provides aide.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and WebEx formats.
• Fully augments Help Desk and Technical Support when not providing training function, including and not limited to:
• Answering Help Desk calls,
• Processing email
• Researching technical issues
• Providing desktop functions
• Providing user desk side support.

Confidential, NY

SENIOR TECH SUPPORT SPECIALIST and TRAINER

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Develop Training programs for Help Desk; Technical Support; End Users and Management.
• Provide Windows 7 and Office 2010 Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Provided including Windows 7; and Office 2010 Technical Support for IT Department.
• Updated Training Materials and provided Train-the-Trainer sessions or international users.
• Provide break fix instructions; build networking tools to migrate clients; provide statistical reports.
• Support LANDesk; ServiceNow; Lotus Notes; Sametime, Outlook; Blackberry and Cisco IP Phones
• Provide training for over 120 geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking, XPP, ADOBE, Polycom, and Cisco technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and WebEx formats.

Confidential, NY

SENIOR TECH SUPPORT SPECIALIST and TRAINER

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provide Windows 7 and Office 2010 Overview; phone & web training and support for international clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Provide ADDIE for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provided including Windows 7; and Office 2010 Technical Support for IT Department.
• Updated Training Materials and provided Train-the-Trainer sessions.
• Use SCCM and TPM networking tools to migrate clients.
• Support ServiceNow; Lotus Notes; Sametime, IPhones; IPads; and Cisco IP Phones
• Provide training for over 100 geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking; and Cisco Technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and WebEx formats.

Confidential, NY

HELP DESK SUPERVISOR and TRAINER

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provided CARES Phone Support; Remedy and MS Office Training for Multiple Citi-Serve users and agencies.
• Provide Windows 7 and Office 2010 Overview; phone & web training and support for citywide clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Provided ADDIE for Training Department including Remedy; Windows 7; and Office 2010.
• Updated Training Materials and provided Train-the-Trainer sessions.
• Support Remedy Instant Messaging, Outlook; Blackberry and Cisco IP Phones
• Provide training for over 500 geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking; and Cisco Technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and WebEx formats.

Confidential, NY

TRAINER and SENIOR TECH SUPPORT SPECIALIST

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provide Windows 7 and Office 2010 Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Provided ADDIE for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provided including Windows 7; and Office 2010 Technical Support for IT Department.
• Updated Training Materials and provided Train-the-Trainer sessions.
• Provide training for over 100 geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking; and Cisco Technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and WebEx formats.

Confidential, NY

REMEDY and MS OFFICE 2010 TRAINER

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provided Remedy Overview and Remedy training and phone support for new Citi-Serve users.
• Provide Windows 7 and Office 2010 Overview; phone & web training and support for citywide clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Remedy Version 5 to 7 upgrade; Remedy Version 6 to 7 upgrade; Remedy Version 7.1 to 7.6 migration
• Provided ADDIE for Training Department: including Windows XP & 7; and Office 2007 & 2010.
• Analysis; Design; Development; Implementation; Evaluation ITSM Library
• Provide Deliverables: Job Aides; User guides; Training Manuals; As needed documentation, Etc.
• Provide Training in REMEDY Windows 7; Office 2010 and Train-the-Trainer
• Support Remedy Instant Messaging, Outlook; Blackberry and Cisco IP Phones
• Provide training for over 500 geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking; and Cisco Technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT.

Confidential, NY

PROFESSOR AND INSTR UCTIONAL SYSTEMS DESIGNER

• Create ADDIE Training materials for Training Department: including Windows XP & 7; and Office 2003 & 2010.
• Provide desktop and phone support, for installs and upgrades to VISTA/Office 2010.
• Use Moodle to provide Online Learning products,
• Including but not limited to: Windows 95/98; NT/ME/XP; and Server 2000/2003/2010 ; VISTA.
• Including but not limited to: Office 95/97; 2000/XP; and 2003/2007/2010.
• Faculty Trainer responsible for training staff, faculty and administration in Windows 7/Vista and Office 2010.
• Trainer providing computer courses for students, staff, and faculty and academia.
• Educational consultant responsible for creating and delivering training for accreditation.
• Coordinate Faculty Library activities including: ordering media & resources; review faculty materials;
• Curriculum Developer responsible for creating and delivering training to faculty, staff, and students.
• Providing instruction for students, all levels of staff, and academia.
• Create lesson plans, normalize tests, standardize curriculum, and mentor junior teachers.
• Provide educational services for various institutions of higher learning in the tri-state area.
• Soft skill training, including project management, supervisory training, and interpersonal com skills.
• Coordinate and run faculty Teach-the Teacher. Utilize communication skills to disseminate info.
• Standardize and deliver all computer training to faculty, staff and students.
• Deliver technology training via traditional and distance learning methodologies
• Develop and provide E-learning utilizing state-of-the-art equipment.
• Provide management with weekly training updates and quota statistics and normalize tests.
• Technician responsible for computers, LCD, DVD, VCR equipment set up and training.
• Run Teach-the-Teacher for MS and Technology Trainers via ILT and WebEx formats.

Confidential

PROFESSOR AND INSTR UCTIONAL SYSTEMS DESIGNER

• Adobe Captivate
• Provide desktop and phone support, for installs and upgrades to VISTA/Office 2010.
• Provide Windows and Office Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Including but not limited to: Windows 95/98; NT/ME/XP; and Server 2000/2003/2010 ; VISTA.
• Including but not limited to: Office 95/97; 2000/XP; and 2003/2007/2010.
• Faculty Trainer responsible for training staff, faculty and administration in Windows 7/Vista and Office 2010.
• Trainer responsible for computers, LCD, DVD, VCR equipment set up and training.
• Technical Instructor providing computer courses for students, staff, and faculty and academia.
• Coordinate Faculty Library activities including: ordering media & resources; review faculty materials;
• Curriculum Developer responsible for creating and delivering training to faculty, staff, and students.
• Providing instruction for students, all levels of staff, and academia.
• Create lesson plans, normalize tests, standardize curriculum, and mentor junior teachers.
• Provide educational services for various institutions of higher learning in the tri-state area.
• Educational consultant responsible for creating and delivering training for accreditation.
• Soft skill training, including project management, supervisory training, and interpersonal com skills.
• Coordinate and run faculty Teach-the Teacher. Utilize communication skills to disseminate info.
• Standardize and deliver all computer training to faculty, staff and students.
• Provide training for city wide many geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking, and Cisco technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and WebEx formats.

Confidential, NY

TECHNICAL TRAINER AND INSTR UCTIONAL SYSTEMS DESIGNER.

• Provide desktop and phone support, for installs and upgrades to Windows 7/VISTA and Office 2010.
• Including but not limited to: Windows 95/98; NT/ME/XP; and Server 2000/2003; VISTA.
• Including but not limited to: Office 95/97; 2000/XP; and 2003/2007/2010.
• Provide Windows and Office Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Communicating with people is second nature.
• Motivation is strong suit, backed by excellent presentation skills.
• Enjoy working with people who want to learn.
• Ability to quickly grasp new information and deliver quality training to adults.
• Derives enormous professional satisfaction from project management cycle including, but not limited to conception, development, delivery, and follow-up,
• Use ADDIE model to develop training materials for multiple sites.
• Detail oriented, like to learn new things, love new opportunities for future growth.
• Provide guidance for the Training Department; including Network and Office 2010 Training.
• Ensures world class standards, and attracts top professionals.
• Provide internally geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking, and Cisco technologies.
• Handle it all:
• Deliver technology training via traditional and distance learning methodologies.
• Develop and provide E-learning utilizing state-of-the-art equipment.
• Hiring and develop new “Team” members including instructors.
• Evaluating instructor performance and suggest curriculum improvements.
• Supporting the Technical, Operational. And Sales Departments.
• Managing the department's operating budget.

Confidential, NY

ONLINE SOFTWARE TRAINER AND INSTR UCTIONAL SYSTEMS DESIGNER

• Provide desktop, phone, online software training and technical support for National firm.
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Duties include, but are not limited to: providing phone support, online support,
• Face-to-face training and support. (Vista and Office 2010)
• Use software tools such as PCAnywhere, GotoMeeting, VNC, VPN, and Secure VPN-1.
• Travel to customer site to install systems and train staff.
• Corporate Trainer responsible for training staff, faculty and administration in Windows 7/Vista and Office 2010.
• Provide Remedy Training for users.
• Provide Level I and II Support. Primary Tech for many geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking, and Cisco technologies.

Confidential

TECH SUPPORT SPECIALIST AND INSTR UCTIONAL SYSTEMS DESIGNER

• Provide desktop and phone support for Email clients; namely Novel, GroupWise, and Microsoft Office.
• Provide Windows and Office Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Advanced experience with computer hardware and software.
• Provide support for Education Call Center. Plan, Upgrade, and Install Magic Solutions, Migrate to Remedy.
• Department of Education N.Y, N.Y. Provide Help Desk and new user support of Automated School Health
• Record (ASHR) for the New York City Department of Education (DOE) and Department of Health (DOH).
• Train DOE personnel in use of new DOH applications.
• Excellent computer operations and support customer service skills.
• Knowledge of various OS such as XP, Windows 2000, NT.
• Provide Level I and II Support. Primary Tech for many geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking, and Cisco technologies.

Confidential, NY

TECHNICAL SUPPORT AND ONLINE TRAINING SPECIALIST

• Train new employees in how to provide excellent desktop and phone support.
• Provide support for New York Metro Area 24/7 Call Center. Train junior techs. Update Remedy.
• Provide Windows and Office Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• Provide phone support and technical training.
• Advanced experience with computer hardware and software.
• Ability to trouble-shoot, diagnose, and correct computer problems without direct supervision.
• Proficient in navigating through the Internet.
• Proficient in training new users.
• Upgrade Remedy and provide Remedy Training for users.
• Managed help desk support settings and provided Microsoft Office XP training.
• Provide Level I and II Support. Primary Tech for many geographically and chronologically dispersed clients
• Train staff on Microsoft, Networking, and Cisco technologies.

Confidential, MANHATTAN, NY

INSTRUCTIONAL SYSTEMS DESIGNER/TECH SUPPORT SPECIALIST

• Instructional designer responsible for creating and delivering training.
• Assess, write, publish, and deliver new training material to the medical community.
• Use creativity, vision, and leadership talents to provide technology training.
• Identify and development needs; present and implement innovative training and development programs for effectiveness.
• Responsibilities include overseeing regulatory training and compliance.
• Manage and instruct training and development personnel to optimize employee job performance by measuring job results. Involved in the day-to-day training operations.
• Plan for new computerize training system and implement E-learning techniques.
• Design training materials and train junior staff in design techniques, delivery methodology, and implementing training.
• Create and deliver Microsoft; Systems; and applications training, for a proprietary medical package that consists of processing, labeling, testing, storage and distribution of 1,000,000 products/year.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and Video formats.

Confidential, NY

TECHNICAL TRAINER INSTR UCTIONAL SYSTEMS DESIGNER

• Provide Windows and Office Overview; phone & web training and support for citywide clients
• Provide Windows and Office Overview; phone & web training and support for national clients
• Using GotoMeeting; GotoMyPC; Ultra VNC/VNC/VPN; Remote Desktop
• NT, UNIX, VMS, DOS/VSE, and ORACLE. Training Coordinator.
• Completed UNIX and Microsoft courses and trained junior personnel.
• Written several training scripts in UNIX, JAVA scripts and VMS for production.
• Plan, test, implement, monitor, and document complex production projects on a 24 hour basis.
• Also provide disaster recovery information and data.
• Posses a working knowledge of LAN, DECNet and ETHERNet.
• Excellent interpersonal, communication, and organizational skills.
• Provide 24 hour/7 days a week coverage by scheduling employees.
• Motivated, with the ability to work independently, or within matrix management groups.
• Over 10 year’s managerial experience and almost 20 years technical expertise.
• Shirt sleeve coordinator with a true technical background.
• Interface with clients, government agencies, as well as all levels of management.
• Oversee HELP DESK and LAN group duties.
• Provide support to various groups within MIS during conversions and upgrades including NT migration.
• Published training guides. Provide Training for users.
• Provide Level I and II Support. Primary Tech for many geographically and chronologically dispersed clients
• Train staff on Microsoft, and Networking,technologies.
• Run Train-the-Trainer for MS and Technology Trainers via ILT and Video formats.

Confidential, NY

OPERATIONS AND HELPDESK MANAGER

• Provide desktop and phone support, responsible for managing daily operations of major health care facility.
• Schedule all runs within a time critical multi-vendor computer complex.
• Utilize advanced scheduling techniques to ensure all runs are processed in a timely and efficient manner.
• Provide upper management with statistical analysis of computer trends: including computer downtime, load balancing deficiencies, etc.;
• Implement strategies to maximize machine through put by load balancing all resources to optimize system performance.
• Provide Level I and II Support. Primary Tech for many geographically and chronologically dispersed clients
• Train staff on Microsoft, and Networking technologies..

Confidential, NY

TECHNICAL ANALYST/ TECH SUPPORT

• Provide desktop and phone support, responsible for creating and maintaining command files to maximize computer throughput through capacity planning, load balancing, priority scheduling and creative ideas.
• Performed Upgrades, Installs, security monitoring and resource allocation BACKUP and RESTORE files 25 node Heterogeneous TRI-SITE Cluster with REMOTE-SHADOWING capabilities: performed network backups. Hire, train, and supervise junior personnel.
• Provides statistical reports to management.
• Train staff on Microsoft, and Networking, technologies.

Confidential, NY

HELP DESK MANAGER, GOVERNMENT SECURITIES .

• Provide desktop and phone support, responsible for processing government securities and clearing services. Test, implement, and train Client/Server software. State-of-the-art, symmetrical multiprocessing environment.
• Diagnose and correct hardware and software problems.
• Upgraded SNA Gateways for FRB.
• Used SYBASE database and TAPESYS archiving tool.
• Published Operations Manual and Training Guide.
• Train staff on Microsoft, and Networking technologies.

Confidential, NY

SENIOR OPERATOR/TECH SUPPORT

• Provide desktop and phone support, processed international securities including those from London and Tokyo stock markets.
• Scheduled disk reorganizations to minimize seek time.
• Bootstrap & shutdown systems in 4 nodes Homogenous VAXCluster.
• Used DCL, SNA Gateway, and TCP/IP. Published Operations Manual & Training Guide.

Confidential, NE

HELP DESK MANAGER/ TECH SUPPORT SPECIALIST

• Provide desktop and phone support, design and implement training programs. Trained junior personnel.
• Coordinated communications within entire $50 million complex.
• COLDSTART & WARMSTART processors and applications in 30 node real-time, classified, MULTI-SITE VAXCluster.
• Acceptance tester. Emergency reconfiguration planner.
• Transmitted sensitive data via satellite links and secure data lines.
• Published Operations Manual and Training Guide.

AEROSPACE TECHNICIAN/TRAINER

• Responsible for coordinating maintenance for aerospace delivery systems.
• Organized maintenance training for intermediate and junior personnel.
• Performed in-shop repair, including: overhauling and testing parts.
• Published Operations Manual and Training Guide.