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It Trainer/technical Writer Resume

Falls Church, VA

PROFESSIONAL PROFILE:

MBA graduate with record of success in Information Technology Management, Infrastructure Implementation, Business Administration, and Leadership environments as well as and curriculum development.

RELEVANT SKILLS:

  • Cognos Analytics 11
  • SharePoint 2010, 2016
  • Leadership and communication skills
  • Information Technology Technical Writing
  • Cisco Telepresence SX80 Video Teleconference (VTC)
  • Atlassian Jira, Confluence
  • Microsoft Office Suite, Office365, MS Visio
  • Adobe Captivate 2019, SnagIt 2019, Camtasia 2018 - eLearning Authoring, LMS Development
  • Windows Desktop Operating System Configuration/Support
  • Cisco Systems Configuration, Maintenance, Support and
  • Agile Development Methodologies (ADDIE and ADKAR)
  • Scrum Alliance Agile (CSM)
  • Adobe Creative Cloud Suite, Adobe Robohelp

EXPERIENCE:

Confidential

IT Trainer/Technical Writer, Falls Church, VA

Responsibilities:

  • Designed eLearning courses and online videos using authoring tools
  • Designed modules utilizing agile methodologies (ADDIE/ADKAR)
  • Designed upgrade programs and manuals for Cognos Analytics and SharePoint 2016
  • Served as Scrum Master for application development sprints and process management
  • Facilitated scrum team for better creativity and improved efficiency
  • Updated Environment Change Process (ECP) and System Design Process (SDP) documents
  • Conducted onsite and virtual using Cisco Telepresence SX80 Video Teleconferencing

Confidential, MD

IT Technical Trainer/Writer

Responsibilities:

  • Facilitated scrum team for better creativity to improve the efficiency
  • Responsible for removing impediments faced by the scrum team during sprints
  • Oversaw Confidential Siebel-based elCM across all programs within Confidential .
  • Worked with internal and external IT of over 1500 Confidential staff
  • Developed materials, process flows and release notes for data processing systems
  • Prepared catalogs and course materials and using visual aids including Camtasia, SnagIt and Adobe Creative Cloud, Adobe Robohelp

Program Chair/Lead Faculty

Confidential, Annandale, VA

Responsibilities:

  • Designed wiki pages for instructional projects using Atlassian Confluence
  • Designed and managed distance learning programs for using Confidential technologies and methodologies for instructors using Adobe Captivate
  • Served as Curriculum advisor for Technology curriculum program development
  • Conducted in classroom, workshop and seminar settings
  • Used Campus Vue Confidential to manage student academic database and advising
  • Created process flow diagrams, swim lane and computer network diagrams using MS Visio
  • Collaboratively shared documents using Office 365/2016 and MS SharePoint
  • Managed student outcomes and satisfactory academic progress using open source Moodle Confidential

Confidential

Program Chair (Business Admin./MIS), Lauderdale Lakes, FL

Responsibilities:

  • Achieved 90% in student retention over a 12-month assessment period.
  • Prepared catalogs and course materials teaching aids and conduct workshops
  • Managed instructors for Business Administration and MIS programs
  • Conducted in classroom, workshop and seminar settings

Confidential

Network Administrator, Delray Beach, FL

Responsibilities:

  • Administered Windows 2003 Client-Server Network with VMWare
  • Supported 256 Client nodes using Windows XP Pro boxes and Thin Clients
  • Managed client access using Clustered Microsoft Terminal Servers
  • Provided IT software and hardware support/deskside for 256 employees
  • Administered scheduled daily backup using Server Symantec Backup Exec 10d
  • Managed Microsoft Exchange 2007

Confidential

Business Analyst, Coral Gables, FL

Responsibilities:

  • Supported Windows XP users in the Confidential Health Institutions
  • Designed and developed data mapping charts using MS Visio
  • Supported Printers and Medical Ancillary Units in the hospitals
  • Provided Desk side and IT support for medical staff

Confidential

Systems Administrator, Fort Lauderdale, FL

Responsibilities:

  • Administered Windows 2000 Server network with Active Directory for 35 nodes to maintain 95% network uptime
  • Configured TCP/IP protocol for network nodes and Client/Server applications
  • Designed WAN/LAN topology graphical presentation using MS Visio

Confidential

Technical Support Engineer, Fort Lauderdale, FL

Responsibilities:

  • Provided operating system support for Windows 98/ME/XP, MS Office Suite
  • Provided inbound phone support for Compaq PCs and Bellsouth DSL Service
  • Achieved 100% customer satisfaction survey 4 months in a row
  • Configured LAN protocols - TCP/IP, DUN

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