Product Support Representative Resume Profile Alpharetta, GA - Hire IT People

Technical Support Professional

Accomplished Senior Help Desk Professional with over 15 years experience in Computer Operations, Technical, Help Desk, Software and Hardware Trainer. Highly knowledgeable and progressive-driven IT Professional with extensive experience in managing desktop support and system administration operations. Proven abilities in cost control, process improvement, and seamless technology integration. Skilled in collaborating effectively with vendors, customers, and staff at all organizational levels to reliably deliver solutions that meet business and technical requirements. Continually search for ways to increase efficiency, security, performance, and end user satisfaction. Certified Six Sigma Yellow Belt.

PROFESSIONAL STRENGTHS

Classroom Management Curriculum Design Development Quality Control
User Training Support Policy Development Disaster Recovery
Technical Documentation Regulatory Compliance System Upgrades

PROFESSIONAL EXPERIENCE

Product Support Representative

Confidential

Facilitate functional, technical, and soft skills for new and existing employees to maintain a customer base
Determined, analyzed and developed approaches to solutions
Prepare and conduct training sessions for both internal and external SMEs
Evaluated interfaces, operational requirements and overall characteristics of applications
Developed learning objective classification and templates according to the objectives
Provide technical documentation for discussion with the SMEs
Maintained and sustained all non-system software documentation
Upgraded and maintained a detailed software system requirements specification
Coordinate and train product support specialist on new products and applications
Conduct training sessions to develop and implement new procedures and troubleshooting techniques
Assist and train representatives to deliver direct customer support, problem solving and resolution for our most complex and crucial customer issues
Provide technical documentation, technical training for support groups, as well as suggestions for analysts
Effectively create solutions, develop processes, and cultivate teamwork to meet learners' needs

Implementation Specialist /Software Trainer Contract

Provided on-site technical support and training to staff and physicians on completing telemedicine consults and utilizing the paperless electronic medical records system
Served as implementation support for hospitals and physicians' practices
Conducted over 500 hours of instruction courses for employees, 25 trainees per class
Implemented rational database system in order to maintain inventory records for software and hardware
Delivered training programmers to clients either in e-learning, group classroom setting, Virtual Learning Environment or on one-to-one basis
Handled the tasks of designing manuals, exercises and handouts
Maintained software and hardware tools that are used for training purpose
Developed learning objective classification and templates according to the objectives
Provided technical documentation for discussion with the SMEs

Software Trainer/Implementation Specialist

Facilitated electronic medical records training for facility and updated all training manuals
Handled the tasks of conducting training regarding software designing and developing a data management system by using HTML
Maintained database that tracked all class rosters, paperwork, class attendance, and class critiques
Handled the tasks of testing beta software for different software companies
Guided users by providing instructions for use of different software in an easy way
Developed and designed, easy and new software for trainees
Responsible for implementing a rational database system in order to maintain inventory records for software and hardware
Developed learning objective classification and templates according to the objectives
Provided technical documentation for discussion with the SMEs

TECHNICAL SKILLS/SOFTWARE

Proficient in SAP, Major Software/Systems Implementations, Go To Live Meeting, WebEX, Windows, MS Word, PowerPoint, Excel, Project, Outlook, Publisher, Photoshop, QuickBooks, Web 2.0, Lotus Notes, Remedy, Citrix, Adobe, Adobe Captivate, SQL, Practice Partner, Medisoft, Lytec, Product Registration, Practice Choice, Epocrates, NexGen, NueMD, C-Tree Server, Electronic Medical Record EMR , Microsoft SQL Server management Studio, Hex Editor, SAP-Service Order, Advantage Database Server, Bomgar, Medical Manager, Prism, Corel Draw, Lotus 123, Kronos Time Keeping, WordPerfect, Nagios, SalesForce and Google Docs, Microsoft Office Suite, Adobe Acrobat, WordPerfect to ver. 10 , Lotus Notes, Lotus

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Product Support Representative Resume Profile

Alpharetta, GA

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