SENIOR TRAINER Resume

SUMMARY

Troubleshooting and resolving issues for clients and end users
Supporting Client Server and Web based applications
Excellent software and online solutions training skills
Recreating and documenting reported bugs in software and online solutions
Technical/customer support supervisory experience

TECHNICAL EXPERTISE

O/S: Windows Vista, Windows XP Professional, Windows NT 4.0, Windows 2000.
SOFTWARE: Skillcheck Test Center, SalesForce, Powerpoint, Connected DataProtector, Maximo, Enterprise Oracle 8i, SQL Server, JPMorganChase Workspace, Seibel, Vantive, Clarify, NetSuite, Outlook and Notes.
END USER SUPPORT: Skillcheck Test Center, Assessment Solutions Online Testing Assessment Solutions Online Training, Connected DataProtector, Maximo, Microsoft Internet Explorer and Mozilla Firefox.

WORK EXPERIENCE

SENIOR TRAINER 4/2009 12/2009
Confidential,

Create training content library using PowerPoint presentations for software and online products provided by HSG divisions, Assessment Solutions, Recruiting Solutions and HRlogix.
Provide live and recorded Webex training sessions for HSG software and online solutions
Designing the processes for delivery of client training including infrastructure and costs.

TECHNICAL SUPPORT MANAGER, 2005 2009
Confidential,

Support Manager for Skillcheck Test Center, Assessment Solutions Online Testing and Assessment Solutions Online Training.
Provided Technical Support for software installations in both a standalone and networked environment.
Provided client and end user Technical Support for web based online testing.
Troubleshoot and researched issues and problems encountered by clients and end users.
Fully documented all support calls.
Tested, documented then escalated bugs. Document and escalate enhancement requests.
Provided all content for internal Technical Support Wiki
Provided Webex client training for software, online testing and online training solutions.
Received client commendations for providing a high level of support.

TECHNICAL SUPPORT ANALYST, 2002-2005
Confidential, BEDFORD, MA

Provided second level technical support for Maximo, an Asset Management solution in both client server and web-based environments on multiple platforms - Windows XP, 2000 or NT Operating System utilizing an Oracle or SQL Server back-end that was loaded on either a Windows or UNIX box.
Provided support for escalated licensed end user phone and email questions and problem reports.
Researched the issues using the available tools and resources.
Tested client problems in client specific environment.
Helped clients to create database queries, update statements and log files.
Documented reported software bugs, as issues, with precise instructions for duplication. These issues were escalated to an engineering group. The client was notified as to the determination of the issue. If a hot fix was requested it was tested before delivery. A Seibel database was used to document (service requests) and track all client contacts from the outset to the closing of the service request.
Created Tech Alerts and Knowledge Base articles for publication to the MRO Support Web site
Mentored first level support analysts.

TECHNICAL SUPPORT ANALYST/ENGINEER (Consultant) 2000-2001
Confidential,

Provided technical support for Workspace, a web based e-commerce solution, running on a Windows O/S with an Oracle back-end, which offered cash management and reporting services, including Automated Clearing House, Fed wires, and Financial Document Imaging, to Fortune 500 companies
Diagnosed and resolved client server setup and connectivity for secure financial applications, utilizing Entrust encryption. Calls documented in a Vantive database.

TECHNICAL SUPPORT SUPERVISOR 1995-2000
Confidential,Lowell, MA

Researched, documented and resolved customers\' issues through a Clarify Database or by contact with other departments
Supervised and monitored the support call center, handling up to 1000 calls a day,
Interviewed and helped train new hires
Responsible for a team of up to 8 representatives

EDUCATION : Confidential

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