Customer Service Training

Michael A. Fulton Sr.

**** ****** *****: 708-***-****

Forest Park, Illinois 60130 Email:

abn0ik@r.postjobfree.com

Objective: Looking for a position of technical writer, facilitator and/or

software technical trainer, where I can utilize skills such as technical

writing, educational technology and skills based on web or classroom

facilitation.

Skills:

30+ years of experience in IT and Financial Systems field

Good experience as an technical writer for Service Desk reference and

training

Excellent communication and writing skills

Having knowledge of instructional design

Having financial background

Able to work under pressure and independently

Able to do various other duties related to instructional designer

Able to collaborate and work with team

Excellent classroom trainer and one on one coach

Computer Skills: Proficient with:

Microsoft Office 2010, Front page, Dreamweaver MX, HTML, Oracle UPK,

Robodemo, WebEx

Work Experience

July 2012 - November 2012 Allstate (contract via CARA)

Participated in Instructional design and facilitation of estimating

software. Member of Training development team. Provided classroom training

to automotive field technicians.

January 2010 - present AMatthews&Associates (contract)

Technical Trainer

Provide PC maintenance/support and Microsoft Office 2010, A Plus and

Network Plus training. This company exist to fill the void as a contracted

it specialist to the church and other non for profit organizations to

provide support, guidance and training.

May 2011- August 2011 Bank of America (contract)

Technical Application Trainer

Provided training to mortgage customer service representatives related to

their new CRM application. Designed/facilitated/developed various web-based

mortgage courses. Worked as developer and for develop eLearning modules.

December 2010 - April 2011 Morgan Stanley Smith Barney (contract)

Technical Application Trainer

Participated as a member of the esteemed central region MSSB Advisory

Training Team working with Regional's, Management, and top tiered Financial

Wealth Group FA's on IT Field Training and new product implementation.

Delivered Stand-up and, desk side support coaching on system conversion and

upgrades as well as procedural updates. Responsible for all updates and

paperwork regarding system performance, feedback from end user and

recommendations for issue resolutions. Manage all paperwork and phone

contact regarding scheduling and performance of Branch Training.

October 2006 - November 2010 Kellogg Company, Oak Brook, Illinois

Customer Care Technical Trainer

Developed and conducted training for Customer Care help desk for online

employee benefits. Implement HP Service Manager from analysis to

completion. Perform needs analysis to determine training needs within

organization. Provided training via web using NetMeeting and HP Virtual

Rooms. Develop teaching aids and training handbooks.

April 2004 - October 2006 Empire Today, LLC, Northlake, Illinois

IT Systems Trainer

Analyze business requirements of Siebel implementation initiatives and

translate to end user documentation. Design, develop and edit Siebel-

specific end-user training materials including reference manuals, user

guides, Quick Reference Cards, Quick Reference Guides. Assist team members

in various tasks including drafting of project documents, grammatical and

format review and revision of documents, and preparation and/or production

of documents. Conduct Siebel and Call Center instructor-led training.

Conduct synchronous training administration and deployment plans.

January, 2002 - April, 2004 AMatthewsAssociates, Forest Park, Illinois

Network Engineer (Contracted to AACF Computer Learning Center)

Upgraded and maintained network servers to Windows 2003. Designed and

established Security groups for Office personnel. Installed and supported

client analysis software.

A+ Instructor (Contracted to Computer Education Services Corporation)

Developed, planned and provided classroom hands-on training for A+

Certification exam.

Training Supervisor (Contracted to Advance Interactive Systems, Renton,

Washington

Trained, supervised, coached and developed Transportation Security

Administration teams at several major airports within unstructured

environments. Provided knowledge transfer on complicated X-ray screening

equipment, along with security awareness knowledge and customer service

practices. Met deadlines established by US Department of Transportation and

Homeland Security. Security Clearance required.

March, 2000 - September, 2002 Comdisco, Rosemont, Illinois

Technical/Software Trainer/System Support

Designed/developed/trained courses of Comdisco's proprietary software to

Comdisco employees. Provide software support to Customer Service

Representatives. Created user documentation and reference manuals.

May, 1997 - March, 2000 Oc -USA, Itasca, Illinois

Network Engineer (promotion Sept' 98) Lead Technology Software Trainer

Maintained /supported hardware/software backbone network for the corporate

installations in the USA. Over 70 NT servers supported with LAN/WAN

connectivity. Experience with: Cisco routers, SNMP, Ethernet, TCP/IP, and

5250 Emulation, WINS, Lotus and several software applications. Analyze

performance of Application Engineers and Sales personnel. Planned,

designed, constructed and trained new software/hardware applications

focusing on connectivity issues. Provide hands-on, results-oriented and

accurate knowledge transfer to 60 Application Engineers and over 100 Sales

people throughout the USA.

January, 1977 - April 1997 GATX, Chicago, Illinois

Project Implementation Leader

Planned, designed and implemented Financial Systems applications written in

Natural ADABAS database language for mainframe computer systems. Planned

and implemented replacement Financial System software (LAWSON) and designed

the migration from mainframe to LAN/WAN technology using RS6000 Unix based

system with Ethernet and TCP/IP. Managed and maintained centralized Hourly

Payroll for over 17 locations.

February, 1976 - March, 1996 United States Air Force Illinois O'Hare,

Illinois

Team Chief-264th Combat Communications Squadron, USAF (RETIRED)

Responsible for training and proficiency maintenance of team members within

Combat Communications. Planned and deployed resources to accomplish mission

tasks. Clearance: Top Secret

Education

January 1980 - August 2005, National Louis University, Chicago Illinois

Behavioral Science Bachelors Degree

July 2003, TechSkills Computer Training, Chicago Illinois

Comptia A+ Certified and Network+ Certified

November 2007, OGC, Oak Brook Illinois

ITIL (Information Technology Infrastructure Library) Certification

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