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Software Trainer Resume

Mclean, VA

OBJECTIVE:

To find an organization that values a customer service driven Trainer with dedication, skills, and creativity to meet client needs with focus on integrity, reliability and efficiency. Vast experience in Custom Software, developing online blending effective learning theories and strategies.

SUMMARY:

  • Exceptional project management and client relations
  • Vast experience Training and Supporting Custom Software
  • Effective Communication Skills with technical and non technical clients/end users

KEY SKILLS AND KNOWLEDGE:

  • World Class Training Skills
  • Custom Software Training
  • Quick Learner
  • Technical Writing
  • Analytical/Critical Thinking
  • Instructional Design
  • Public Speaking
  • Solution focused
  • Change Management
  • Ability to Translate Technical Terms in to Layman’s Term
  • CRM
  • Intellectual Curiosity
  • Proprietary/Custom Software Training
  • Customer Service
  • Troubleshooting Technical Non Technical Challenges
  • Call Center Training Experience
  • Patience
  • Exceptional Problem Solving
  • Testing
  • Detailed oriented Technically & Organizationally
  • Exceptional Communication Skills
  • Blended effective learning theories/strategies
  • Adult learning styles
  • Curriculum Design
  • On boarding
  • Customized Training
  • Research
  • Implementation
  • Customer Support
  • Technical Support Rep
  • WebEx
  • Go To Meeting
  • Adobe Connect
  • Camtasia
  • Captivate
  • SharePoint
  • Internet Quorum
  • ERP
  • EPIC
  • LMS
  • Goldmine
  • Great Plains
  • HP Service Manager
  • Parature
  • ITSM
  • Service Center
  • Siebel
  • Snag it

PROFESSIONAL EXPERIENCE:

Confidential, Mclean, VA

Software Trainer

Responsibilities:

  • Conducted 3 day Software Training Sessions for Relationship Bankers, Tellers and Bank Managers.
  • Facilitated Change Management session geared toward preparing users for launch of new software
  • Responsible for testing and grading students after each training sessions
  • Validated Training room computers and monthly software updates
  • Traveled to multiple client sites to provided Training Pre and Post Go Live.

Confidential, Alexandria, VA

Trainer

Responsibilities:

  • Provided software training sessions via traditional classroom setting, desk side and virtual.
  • Facialted the integration, implementation and streamlining client solutions.
  • Created, Updated and Maintained Training Materials.
  • Worked with Developers, Technical Writers and SME.
  • Customized training by researching clients business process.

Confidential, Washington, DC

Software Training Specialist

Responsibilities:

  • Tested software before it was deployed to production servers.
  • Created training material such as user guide, SOP’s and FAQ’s.
  • Conducted boot camp training for staff members to pick up new technologies rapidly and effectively.
  • Worked with developers and SME on software enhancements during test and production phase.
  • Demonstrated and conducted test pilot sessions for new products and services.
  • Evaluated effectiveness of Training through surveys and other client engagement initiatives.
  • Responsible for the upkeep of the training room; workstations and equipment are up to date.

Confidential, Washington, DC

Trainer

Responsibilities:

  • Helped customers integrate/streamline their business solutions into software.
  • Tested software before it was deployed to production servers.
  • Worked with developers and SME on Software enhancements during test and production phase.
  • Created training materials such SOP, User Guide, FAQ’s and Training Video’s.
  • Conducted daily boot camp training sessions for 3 months for pilot session to Go Live.
  • Provided ongoing technical and software support to clients during and after implementation.
  • Effectively collaborated with clients to ensure learning objectives were implemented.
  • Demonstrated and conducted test pilot sessions for new products and services.

Confidential, Washington, DC

Software Trainer

Responsibilities:

  • Conducted desk side and classroom formal training for State Department end users.
  • Responsible for conducting testing and user acceptance sessions.
  • Organized, updated and centralized documentation for training department.
  • Demonstrated and conducted test pilot sessions for new products and services.
  • Evaluated effectiveness of training through surveys and other client engagement initiatives.
  • Worked with Developers and SME on Software.
  • Provided ongoing technical and software support to further customize the application.
  • Effectively collaborated with clients to ensure learning objectives were implemented.

Confidential, Washington, DC

Software Trainer

Responsibilities:

  • Trained government users on how to navigate custom Confidential budget applications.
  • Evaluated effectiveness of Training through surveys and other client engagement initiatives.
  • Developed custom and client specific training programs
  • Created instructor - led, on-the-job practice, self-paced exercises.
  • Worked closely with developers and SME n all applications before production.
  • Evaluated course materials quarterly to include revision.
  • Conducted boot camp training Sessions during crucial budget submission deadlines.
  • Helped customers integrate/streamline their business solutions into proprietary software.
  • Maintained schedules, trainee test results and progress evaluations.

Confidential, Arlington, VA

Technical Support Representative

Responsibilities:

  • Responsible for responding to calls/emails regarding company software and services.
  • Trained clients how to create accounts, navigate and initiate transactions.
  • Logged calls and tracked issues on a custom CRM application.
  • Maintained and updated client test scores, dates and online certificates.
  • Worked with the developer and accounting and customer support departments.
  • Provided Software Training for clients via phone and email.

Confidential, Alexandria, VA

Customer Support Representative

Responsibilities:

  • Responsible for supporting a web based travel system for fortune 500 clients.
  • Resolved software usage and functionality issues.
  • Worked closely with the development team, travel and accounting departments.
  • Trained clients on how to create accounts and navigate proprietary software applications.
  • Demonstrated and conducted Test pilot sessions for new products and services.
  • Trained offshore Tier Support to bring them up to speed on procedures.

Confidential, Fairfax, VA

Customer Support Specialist

Responsibilities:

  • Provided technical support for federal government clients.
  • Created accurate helpdesk tickets from live calls and emails.
  • Trained clients on how to create accounts and navigate custom applications.
  • Created Standard Operation Procedure (SOP) documentation.
  • Worked with Developers and SME on Software enhancements during test and production phase.
  • Escalated issues to the appropriate resource or developers in a timely manner.
  • Tested software before it was deployed to production servers.

Confidential, Fairfax, VA

Customer Care Representative

Responsibilities:

  • Provided Support and direction to Field Services team for new products and rollout initiatives.
  • Answered busy 800 phone line and email queue.
  • Assisted retailers and technicians with questions about company software and services.
  • Provided solutions to customers in order to optimize their daily use of the software.
  • Responsible for troubleshooting software technical issues.
  • Trained sales team on company software and products.

Confidential, New York City

Supervisor/Specialist

Responsibilities:

  • Responsible for testing new proprietary software before implementation.
  • Escalation point for other groups regarding complex technical issues.
  • Trained new hire employees on the entire firm’s proprietary software.
  • Supervised regular boot camp training for the helpdesk teams.
  • Tracked all support teams tickets to ensure quick response and resolutions.
  • Trained clients on how to create accounts and navigate software.
  • Responsible for notifying the entire firm when major servers and key applications were down.

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