STACI T. SMITH_____________________

*** ****** ****

Birmingham, Alabama 35206

205-***-****

STACI T. SMITH__________________________________

*** ****** ****

Birmingham, Alabama 35206

205-***-****

CAREER FOCUS

As an experienced training professional, I seek an opportunity that will

utilize expertise in application software, training, communication, and

presentation skills to have an immediate impact upon the implementation

department of a software company.

EXPERIENCE

Command Alkon

Birmingham, AL

Training Specialist

2005 - 2009

. Trained all new employees on the uses and benefits of company

software

. Created instructor guides for company software

. Travelled 80-90% to customer sites for training throughout

the year

Electronic Data Systems

Birmingham, AL

Trainer

2004 - 2005

. Trained at least 90 new hires in the Mumbai, India Help Desk

Technical Support Analyst 1998 -

2004

. Initial contact for customers on BellSouth Account, decided

upon the first steps to assist in problem resolution.

. Routinely exceeded the monthly case creation and closure rate

for the entire Birmingham Technical Help Desk.

EDUCATION

Salem College Winston-

Salem, NC

Bachelor of Science, Biology

1998

Additional Training

MS PowerPoint 2000 Professional and Expert User

MS Excel 2000

Windows NT Administrating Part 1 and Part 2

Windows 2000 Networking

Project Management Basic Scheduling

Project Management Start Up & Planning

MS Office 2007 Essentials

MS Access 2007 - Level 1

DEMONSTRATIONS OF SUCCESS

Delivered training to more than 90 new hires at the new Helpdesk in Mumbai

India. Evaluated if new employees needed additional training. Created

Presentations, review exercises, and hands-on examples for training

classes. Supported helpdesk employees through the initial Go-Live Process.

Resolved issues with customers and mentored to the new employees.

Researched the area, and the culture prior to taking the assignment.

Scheduled additional training when needed. Saw a need for customer

relation training, and assisted in the creation of training that would

fulfill those needs.

Results: Provided training for new Helpdesk in India

Created presentations for three of Command Alkon's Annual Customer

Conferences, and 3 of their Regional Training Seminars. Prepared a class

syllabus. Conducted training classes during conferences. Demonstrated

various modules created and sold by Command Alkon. Suggested to customers

procedures and reports that could save time and increase productivity.

Assisted classes that were led by other Conference presenters. Set up

training rooms and training data used for the presentations.

Results: Developed Presentations for Customer Conferences and

Regional Seminars

Delivered training to customer throughout the United States and

internationally. Coordinated with project managers and customer to

schedule time and length of training classes. Conducted training in a

variety of environments. Documented all issues that occurred during

training and recommended steps to correct any issues.

Results: In 2008, Generated Approximately $160,000 revenue

Resolved problems called in by customers. Increased case closure rating

for the Technical Support Center. Instructed co-workers on procedures to

resolve cases. Scheduled time off for employees. Evaluated cases and

calls of members of my team. Communicated with 2nd tier support to resolve

issues between helpdesks.

Results: Became a Logical Help Expert and later Team Lead

Demonstrated knowledge of the Ready-mix industry, after having only a few

months experience in it. Maintained the Command Alkon training materials.

Revised training materials and training presentations when there were

updates to the software. Created training data for classes. Resolved

issues customers may have had during time of training. Alleviated fears

regarding the upcoming go-lives, through preparation, set up of the system,

and reporting any and all foreseeable problems that may occur.

Results: Consistently received a 5 or 4 rating out of a possible 5

With short notice I stepped into the role of application consultant.

Worked with a difficult client to set up their system. Demonstrated the

link between setting of the system and actual use of the application,

stressing the importance of the input. Configured the system to their

needs, thus contributing to a successful file build of the system

Results: Project was now a go, and the go-live was kept on Schedule

Entered an industry where I had no prior experience or knowledge, within a

few months led training classes and assisted customer at client locations.

Listened and noted feedback and concerns of co-workers and customers.

Provided Excellent customer service. Coordinated with HR to make sure new

employees were trained on software. Provided training and mentoring for

new trainer hires. Evaluated their performance, and prepared trainer for

their first classes. Created Instructor guides and training presentations

for new software.

Results: Always received positive Reviews for yearly performance

reviews

Consistently achieved highest case entry and closure rating within the

Technical support center. Maintained a high closure rating after becoming

an LHE and a Team Leader, even though those responsibilities kept caused me

to spend less time on customer calls. Received several awards for case

opening closing and maintained exceeded training objectives for each

quarter. Received positive feedback from satisfied customers.

Results: High performer and was asked to stay after India Helpdesk

was put in place

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