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Senior Onl Ine Trainer Resume

NY

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

Confidentia, NE
  • 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.

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