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Application Support Analyst Resume

SUMMARY:

  • Certified Microsoft Office Master Trainer with over 18 years of experience; specializing in rollout implementations utilizing ADDIE and SAM training models. Experienced instructional designer and developer creating eLearning (CBTs, simulations), and designing for the classroom and web conferencing. Proficient in Windows versions 7, 8, and 10., SharePoint, MS Office Suites (2007, 2010, 2013, and 2016), Adobe Acrobat, Confidential, Captivate, Articulate Storyline, Prezi, Turning Point, WebEx Training Center, IOS Devices, Cisco phones, VPN, Citrix, and web page management.
  • Use of blended learning techniques, classroom, and distance synchronous training, along with desk - side and one-on-one classes to maximize learning objectives.
  • I am also proficient with the following legal specific applications: iManage, Filesite, WorkSite, Interwoven, Matter Centric Management, WorkShare, eDocs, Legal MacPac, Doc-X-Tools, Elite Webview, Powerdocs, InterAction, PS Ship, Best Authority, PC Docs, University Site, Metadata Assistant, Legal Key, Concur, Concordance, and Payne Numbering.

PROFESSIONAL EXPERIENCE:

Confidential

Application Support Analyst

Responsibilities:

  • Design and develop documentation, knowledgebase, and training programs for system upgrade/rollout related to Office365, OneDrive for Business, and SharePoint Online 2016.
  • Create eLearning Confidential videos using Confidential Studio.
  • Support Confidential - related IT activities such as loading Confidential data into databases, and workspaces.
  • Function as an expert providing support on firm applications, systems and end user computing environment.
  • Monitor help desk requests and perform hands-on fixes to applications, desktops.
  • Perform user account management functions in systems and applications.

Confidential, Bowie, MD

Instructional Designer/Trainer Contractor

Responsibilities:

  • Design and develop effective training programs using the ADDIE model.
  • Conduct studies and needs assessments for effective training programs.
  • Collaborate with subject matter experts to achieve business objectives for health and legal communities.
  • Create eLearning Confidential videos for learners and customer websites using Confidential Studio and Adobe Captivate.
  • Provide training and learner documentation for individuals, and government contracts using MS Office 2010, 2013, 2016, and Office 365. (Training is delivered via WebEx and on site.)
  • Develop Quick - Guides to support efficient use of software applications.
  • Provide desk-side roll-out floor support.
  • Use of LMS systems to schedule classes, upload lesson content, and report on training attendance.
  • Develop Professional videos for business owners to post on their websites and assist with website development.

Confidential, Washington, DC

Technology Trainer

Responsibilities:

  • Responsible for computer software training for personnel in all firm offices, to include new - hire and continuing education for existing personnel. Design, plan, schedule and instruct training courses using a wide range of delivery methods (coaching, group demonstrations, e-learning, classroom, one-on-one, etc.).
  • Create documentation in the form of Learner Guides, Quick Reference Guides.
  • Create eLessons and Video Clips using Confidential Studio 8, and Captivate 8.
  • Use LMS to schedule classes, upload scorm compliant lesson content, and report on training attendance; solicit feedback from class attendees in order to gather qualitative measures for effective facilitation.
  • Develop and design training curricula, including setting competency-based training standards and developing training material to be utilized in all global training sessions offered by the IT Training team.
  • Coordinate the development, delivery, and ongoing maintenance of all assigned training materials as a subject expert. Personally taking on authorship and maintaining materials as firm wide processes and technology changes.
  • Participate in testing and implementation of new applications. Review Help Desk tickets to identify support issues.
  • Assist Applications Support staff in troubleshooting and resolving software problems, and providing second-level technical support to Help Desk.

Confidential, Washington, DC

Technology Trainer

Responsibilities:

  • Created eLearning videos using Captivate software for posting on the firm s intranet and LMS to support upgrades and continued customer learning.
  • Assisted with the development of technology - based training programs and developed schedules and conducted in-house technical training classes for attorneys and staff members.
  • Supported users of technology-related applications by developing training materials and user documentation and conducting follow-up sessions; developed training materials, for Win7/Office 2010 rollout, provided floor support, desk-side, and distance eLearning, conducted pilot sessions for Process Improvement.
  • Recorded results in University Site; travel to other office locations to provide training as requested.

Confidential, Washington, DC

Applications Trainer

Responsibilities:

  • Train new hire and existing staff on all firm approved software, includes using Filesite; Coordinate training initiatives with the New York office.
  • Assisted with Confidential /Transcription pilot program and firm user documentation and Help - Desk resolution.

Confidential, Washington, D.C.

Trainer and Applications Analyst

Responsibilities:

  • Train new hires and staff on approved software, including upgrade to Office 2003 rollout and Matter Centric environment; assist with firm documentation and e - learning modules using Adobe Captivate.
  • Provide Help-Desk escalation support, using Heat (includes desk site visits, PC hardware and Confidential resolution, and Ghost imaging).

Confidential, Washington, DC

Trainer/Client Desktop Analyst

Responsibilities:

  • Train staff on all features of the MS 2003 Office Suite and additional software as needed. Participated in the planning and implementation of two rollouts of new software including Outlook 2003 Exchange Server (solely provided all training (including web based training) and brown bag demos. Create all training documentation and Quick Reference guides.
  • Volunteered for Red Cross two week deployment to train employees and volunteers on use of software related to hurricane Katrina relief.
  • Provide Help Desk assistance (in person and remotely), enter calls in help desk documentation software including follow - up. Troubleshoot various computer hardware issues and re-image machines. Configure Confidential s and train end-user on proper usage; create new user accounts on Exchange Server and manage folders.
  • Work with the team and the IT Manager (in Madison, WI) to ensure that all points of contact with the staff result in effective problem resolution. Perform weekly network backups, and other duties and projects as assigned.

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