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yyyyyy x. yyyyyy 0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
objective
seeking to utilize specialized education, extensive software training background, technical, administrative and class facilitation skills in a technical support management/software training assignment actively supporting the employer in defining, integrating and launching innovative solutions to maximize operational performance.
career profile
ø b.a., multimedia applications.
ø over 11 years of successful it experience.
ø demonstrated leadership and facilitation skills as a training/technical support manager.
ø record of progression to positions of increasing authority and responsibility.
ø expertise in all facets of employee development focused on advanced technology.
ø adept in coordinating adaptation of advanced technologies and integrating with existing it equipment/applications.
ø outstanding presentation and platform skills.
ø proficiency in web-based training methodologies including gis mapping.
ø skilled in network installation, website development and systems maintenance.
ø implement quality assurance processes to improve quality and predictability.
ø skilled trainer and technical writer with strong graphics background.
ø plan, schedule and maintain multiple training courses/initiatives.
ø expert knowledge of high-end software products for analysis and decision-making.
ø knowledgeable in documentation, report origination and formulation of policies/procedures.
ø proven ability in employee service delivery and issue resolution.
ø strong focus on quality and meeting organizational objectives.
ø outstanding capacity in planning, analysis and problem-solving.
ø capacity in product development and support.
ø well-organized multi-tasker with strong detail orientation.
professional experience
sites usa, chandler, az 1998 c 2009
manager of operations
- directed all operations personnel of up to 25 employees including technical support, technical writing, product development, team training, client training and performance management.
- effectively facilitated monthly classes to diverse clientele.
- originated training/user guides for custom gis mapping (regis) software for both new and advanced users.
- initiated quality assurance programs/incentives key to resolving most common client issues.
- established positive client relationships to achieve highest standards of customer service.
- effectively developed staff as trainers.
- provided onsite training customized to client needs on a national basis.
- key contributor in expanding client base from 150 to over 3,000 clients and software users.
tasked with leadership for multiple functions including:
solutions development:
- oversaw team of developers/software engineers for modifications, support and implementation of sites usa geographic information systems (gis) solutions.
- orchestrated qa/qc procedures for testing/releasing software critical for crm solution.
- sourced client data to design user-friendly gui interfaces for user base.
- assessed and recommended new software based on functionality and features.
- conducted in-depth analysis studies.
- evaluated major databases utilizing sql to find similarities and demographic criteria.
yyyyyy x. yyyyyy
page two
management:
- developed team of over twelve technical support specialists and nine highly qualified programmers.
- served as vistage international group member to provide personal mentoring/coaching for junior and senior level managers.
it management:
- maintained currency in advanced computer and network technology.
- directed network of 75+ desktop and server computer systems.
- oversaw internal/external operations.
- designed well-received quality control and testing procedures.
- tested and developed quality assurance for alpha and beta software before release.
project management:
- led support and software development teams.
- facilitated organizational expansion from five to 25 employees.
- initiated quality assurance programs and incentives with technical support staff.
- addressed identified issues in monthly training courses to ensure resolution and aid current/future software development.
- coordinated with sales, product development and support to assure software functionality and features based on customer input and direction.
- designated for key roles by company president/owner.
- launched and managed upgraded operational, training and technical support structure.
- coached staff to be effective trainers.
- taught personnel on techniques for correctly handling customer issues and ensuring customer satisfaction.
- orchestrated comprehensive client classroom training for custom gis software for site selection.
- above classes were in high demand and were sold-out monthly.
- assumed responsibility as lead technical writer developing training curriculum/users guides for custom gis mapping software for new/advanced user training.
earlier background
prior to 1998, served as document control clerk, adaptec, milpitas, ca, and as a petty officer third class united states navy. in these assignments, developed outstanding documentation, organizational, inventory, supply, sap and problem-solving skill sets. multiple airman of the quarter awards.
education
university of advancing computer technology, tempe, az
bachelor of arts, multimedia applications, 2001
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