Customer Service Training

Jennifer K. Mayes

**** ***** *** 217-***-**** (cellular)

Schererville, IN 46375 **************@*****.***

Education Master of Science in Technology May 2005

Eastern Illinois University

GPA 3.63 / 40 Semester Hours

Certificate: Work Performance Improvement

Bachelor of Arts in English Aug 2003

Eastern Illinois University

GPA 3.52 / 120 Semester Hours

Member of Association of Honors Students

Work Information Technology Resources, Prairie State College

Experienc Dec 2009 - Present

e IT Trainer

Developing and leading formal training sessions for faculty and staff on

the use of Microsoft Office 2007

Developing tutorials on the use of SchoolDude software, Google software

(Gmail, Docs, Talk, Calendar, Start Page), Mozilla Thunderbird, Datatel,

and Microsoft Office 2007 (Word, Excel, PowerPoint, Outlook)

Assisting faculty and staff one-on-one for specific training needs

Creating and maintaining appropriate training documentation as needed

Developing training programs and tutorials for future software releases,

upgrades and/or new products

Center for Technology and Professional Development, Lake Land College

Jan 2008-Dec 2009

Instructional Designer

Scheduled and facilitated training sessions for faculty and students on

the use of the Blackboard (WebCT6) system, campus internal registration

system (IRIS), and Microsoft Office 2007

Resolved faculty and student IRIS, Blackboard, and other various software

issues

Developed and facilitated various professional development events

Researching and implementing new software and technologies, including

course management systems

Merged Blackboard courses for dual-credit and distance learning faculty

Managed the campus mentoring program for full-time employees

Reset student passwords and scheduled classrooms through Datatel system

Taught Continuing Education courses (Computing with Confidence, Computer

without Fear, Internet Made Easy)

Took online classes toward earning Master Online Teacher Certificate

through Illinois Online Network

Member of: Technology Committee, Faculty Development Committee,

Humanities Committee, 21 Keys Team, Rewards & Recognition Cultural

Integration Team, Coaching & Mentoring Cultural Integration Team, ILCCO

(Illinois Community Colleges Online) Steering Committee, ILCCO

Professional Development Committee

Information Systems and Services, Lake Land College Aug

2005-Jan 2008

Microcomputer Support Specialist

Installed, monitored, and repaired campus computers and other hardware

Diagnosed and resolved hardware and software issues

Resolved trouble ticket issues in a professional and timely manner

Created documentation for campus employees and personal use

Created policies and other documents as assigned

Implemented asset tracking of all campus technology

Completed customer service, process improvement, and Pacific Institute

(21 Keys) training

Center for Academic Technology Support, EIU Jul

2003-Sept 2004

Graduate Assistant

Wrote and edited articles for monthly newsletters

Developed and edited software manuals for training sessions

Assisted in various software training workshops

Computer Operating Systems: Windows XP, Windows Vista, Windows 7, Mac OS X

Skills (10.5.4)

Software: Microsoft Office 2003 & 2007 (Word, PowerPoint, Excel, Access,

Outlook, OneNote, Project, Visio), Adobe (Photoshop, Reader, InDesign,

PageMaker, Dreamweaver), TechSmith (Camtasia, SnagIt), WS-FTP, Mozilla

(Firefox, Thunderbird), SchoolDude, WiseTrack, Blackboard, Moodle, Skype,

TurningPoint, Elluminate, TurnItIn, Safari, Entourage, Google Chrome,

Internet Explorer

Hardware: Document Camera, Digital Camera, Projectors, Smartboard, ELMO,

Sympodium, Sony eReader, iPod, iPod Touch

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