Multiple projects resume Schenectady, NY - Hire IT People

Summary:

IT professional with a focus on technical writing and documentation, looking to move into a position that leverages social media. Nearly a decade of experience in IT using various technologies and training end-users in the use thereof. Twenty years of customer service and client-focused positions.

Documentation
End-user training
Technical Writing
Customer service background
Team Leadership
Client-focused

Experience:

Writing

Create and maintain documentation for end-user training
Create process and FAQ documents for existing teams/departments
Create documentation for new hires
Create “cheat sheets” for both technical support and end-users
Write and record WebEX training sessions for end-users
Review and edit configuration guides for disaster recovery purposes
Develop content guides for Massively Multiplayer Online Role Playing Games (MMORPGs)
Approve, edit and post player-based content guides for MMORPGs

Management

Manage work queue for disaster recovery (DR) documentation team
Distribute initial review assignments
Perform final review and approval of submitted documents
Evaluate and grant or deny exception requests
Forum administration/moderation for MMORPGs including managing teams of moderators, hiring new staff, settling staff disputes, etc.

Customer Service

De-escalate crisis situations by coming to a mutually beneficial compromise
Resolve client complaints and defuse volatile situations
Settle forum disputes between MMORPG players
Train end-users in required and optional technologies

Employers:

Confidential,Schenectady, NY
Multiple projects/titles
February 2007 - Present

Confidential,Schenectady, NY
ART/FLAVORS Administrator
July 2006 February 2007

Multiple Businesses, Albany, NY
Contractor/Consultant
January 2006 July 2006

Confidential, Niskayuna, NY
Customer Engineer
September 2005 January 2006

Confidential,Niskayuna, NY)
Systems Engineer
November 2004 July 2005

Multiple Businesses, Albany, NY
Contractor/Consultant
February 2004 October 2004

Confidential,Albany, NY
Technical Support Specialist
April 2001 January 2004

Community Relations:

Confidential,
Super Moderator (PetVille, FishVille)
April 2010 April 2011

Confidential,
Forum Administrator/Moderator
June 2005 January 2006

Confidential,
Forum Administrator/Moderator
Content Manager
November 2003 June 2005

Confidential,
EA/Maxis Moderator
August 2003 November 2003

Education:

Associate of Business Administration

Technical Aptitudes:

Applications: MS Office Suite, MS Access, OpenOffice, Active Directory, HP Service Desk, Mercury Quality Center, WebEx Connect, WebEx
OS Platforms: Windows NT, 2000, XP, Vista; Exchange 5.5 and 2000
Other Technologies: Technical writing, VoIP, LAN, WAN, WordPress

We provide IT Staff Augmentation Services!

Multiple Projects Resume

Schenectady, NY

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