Training Manager
Resume:
John D. Rendsland
512-***-**** (home)
******@*****.***
PROFILE
Creative, detail oriented Product Training Specialist with experience in
classroom and global, web based business training and informational content
design. I've applied problem solving skills to instructional curriculum
design and implementation applications. Excellent organization skills and
information resource management experience enabled my creation and
maintenance of an internal customer support resource repository.
Summary of Experience
12 years Customer Support
10 years of personnel training
3 years Department Management
2 years classroom teaching
Developed Customer Support Department Procedures
Composition of internal/external documentation
Web-based and Classroom Lesson Planning
Entertainment Software Support & QA experience
Special Skills/Abilities
Technical/report/training manual writing
Training Customers/Employees
Classroom training/education
Excellent communication skills
Editing, design and layout
High level of organization
Proficient MS Office, SLX, Salesforce.com, MS Dynamix, WebEx Conf., Wiki
Markup Language
Ability to work unsupervised/remote
EMPLOYMENT HISTORY
Hoovers Inc. April 2005 to Jan.
2010
Product Training Specialist
Duties:
> Train both external and internal customers on Internet Business
Information Service
> Conduct 3-4 live trainings a day in person or via web
conferencing
Created and maintained internal knowledge database using wiki markup
language
> Consult with customer to uncover business information and
specific training needs
> Maintain product version history and evolution
> Perform training administrative tasks: statistical reporting,
training summaries, and general communication and documentation
to internal customers
> Serve as a customer point of contact for training questions and
ongoing support
> Assist and manage special projects including cross-functional
training initiatives and development of training curriculum
> Report customer feedback for ongoing product and customer
training experience evaluation and improvements
> Recognize and communicate possible customer upgrade
opportunities to appropriate account manager
Google Inc. Nov. 2001 to Aug. 2004
Online Support Representative
Duties:
> Direct first and second level customer support for Google users
> Compose and edit internal and external responses for all levels
of Google users
> Compose and edit internal training/procedural and external
support documentation
> Conduct new support team member training
Vignette Inc. Dec. 2000 to Jan.
2001
Support Technical Writer
Duties:
> Compose departmental procedural documents
> Prepare software architecture reference manuals for support
engineers
> Review and entered Knowledge Base Items to Support database for
internal/external use
> Review, updated and published Release and Defects software notes
to the external support area
Deja.com Inc. April 1997 to Dec. 2000
Customer Support Manager
Duties:
1. General departmental management duties:
> Hire and train support liaison staff
> Compose and edit internal training/procedural and external
support documentation
> Compose weekly departmental executive reports
> Set quarterly goals and priorities
> Maintain schedules, departmental projects and their time-lines
> Assist immediate director in determining and sustaining
departmental annual operational budget
2. Primary Technical Support Representative:
> Assist in the composition of the site FAQ's and Help
documentation
> Generate reports on User feedback on new feature releases
> Moderate Online Support Community and Forums
> Coordinate and facilitate User Support for all new feature
releases
3. Primary Abuse and Legal Support Representative:
> Legal liaison to local, state, national and international
governmental agents
> Coordinate and escalate all user and governmental litigation
issues to executive and legal team
Origin Systems Inc. June 1995 to April
1997
Technician II (Customer Support/Quality Assurance)
Duties:
> Train new employees in office and technical procedure
> Generate training materials and tools for support staff
> Proof product documentation
> Compose product status reports and post-mortem on released
products
> Organize and direct testing teams
> Compose product post-release reports
> Assist customers with technical issues via phone, web, and email
> Answered voice, email and fax in customer support questions
(technical and hints)
Austin Independent School District Jan. 1995 to June.
1995
Journalism Teacher (Martin Jr. High)
Academic Duties
> Conduct 2 Introduction to Journalism classes to seventh and
eighth grade students
> Design classroom management and academic evaluation system
> Write and implement daily lesson plans
> Instruct basic writing skills and journalistic style writing
> Assigned and evaluated writing assignments
> Assessed academic achievement of students
Other Duties
> Responsible for school's yearbook, "The Eagle Echo" and Student
Newsletter, "The Martin Voice."
> Designed layouts and central theme, captions and proofreading
for yearbook
> Designed layout, and graphics, edited, and type-copied
newsletter (WordPerfect)
Other Job Experience Not Listed:
> Secondary Classroom Teacher (Eagle Pass Ind. School District)
> Main library at the Northridge Campus of Austin Community
College (3 years)
> University of Texas Fine Arts and Perry Casta eda Libraries (2
years)
Ginny's Printing at Dobie Mall (1 year)
EDUCATION
Secondary Teaching Certificate Sept.
1992 to May 1993
The University of Texas, Austin, TX
> Completed student teaching with highest marks from supervisor
and cooperating teacher
> Passed ExCET: Professional score (89); English Language Skills
score (92)
Bachelor of Arts in English Sept. 1987 to
May 1990
The University of Texas, Austin, TX
> Minor in Classical Civilization with emphasis on Mythology and
Para-geography
> Participated in several theater organizations
> Participated in several reading and creative writing groups
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