CORPORATE TRAINING EXPERIENCE

2014-2015

CURRENT COMPANY

Knowledgebase Administrator

> Implemented new methods and training in a move toward a Knowledge Centered Support model

> Redeveloped article taxonomies in order to make all searches more efficient

> Prepared Continuum to move Right Answers version to the most up to date software

> Guided all projects based around the new Service Management System (Integrated Help Desk)

> Develop UI and Behavior Logic for all enhancements for new Service Management System

CORPORATE TRAINING EXPERIENCE

2013-2014

CURRENT COMPANY

Training Coordinator

> Developed a customized training curriculum for the entire Service Desk function of the company

> Charged with new hire training, as well as ongoing gap-training for current employees

> Managed assessment software (E-Skills) for employee gap-analysis and talent acquisition

> Created a distance-learning training module through the usage of Adobe Captivate, which is used to train new employees at remote locations

> Performed in a Quality Analysis position to improve overall company processes

> Served as a consultant for the product management process of Computer Telephony Integration software and Service Management Software development

> Administrated and managed the company Knowledge Base

INFORMATION TECHNOLOGY EXPERIENCE

2013-2014

CURRENT COMPANY

Service Desk Technician

> Facilitated the Incident Management, Problem Management, and Request Fulfillment processes

> Worked within a team environment to resolve a broad spectrum of IT-related issues for end users

> Worked with conjunction with industry partners in order to provide end-to-end support for end users

2006-2009

OFFICE EQUIPMENT STORE

Head Technician

> Trained all computer technicians and sales employees

> Repaired computer hardware and provided technical support to customers

> Assisted in implementation of count-wide literacy plan

CERTIFICATIONS

> ITIL: Information Technology Service Management

> HDI: Knowledge Centered Support v5

> HDI: Support Center Team Lead

> HDI: Support Center Analyst

PROFESSIONAL TEACHING EXPERIENCE

2011-2013

SOME SCHOOL

Classroom Teacher – World History

> Developed overall course structure

> Administered all Grades

> 7th Grade Team Lead, Chair of School Improvement Team

> Assisted in implementation of count-wide literacy plan

EDUCATION

A UNIVERSITY

> Bachelor’s Degree in Education – May 2009

> Major: Secondary Education – Social Sciences

REFERENCES