Project Manager Customer Service

Dianne Torres

Email: *********@********.***

Address: **** ***** **** **

City: Rio Rancho

State: NM

Zip: 87124

Country: USA

Phone: 505-***-****

Skill Level: Management

Salary Range: 58

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Dianne E. Torres

2724 Walsh Loop SE

Rio Rancho, NM 87124

Cell: 505-***-****

Fax: 505-***-****

*************@*****.***

PROFILE

- MA Degree in Adult Education - Training and Development, George Washington University.

- Training Specialist Certificate, Georgetown University, SSCE.

- Secret Clearance (State Department-Expired 08/04).

- Supervised 70 employees at United Airlines Reservations Call Center.

- Impressive organizational, communication (written and oral), and presentation skills. Strong commitment to customer service. Ability to coordinate multiple tasks.

- Strong documentation and administrative skills. Extraordinary attentiveness to detail.

- Driven self-starter with strong work ethic, excellent people skills, and commitment to clients' needs and satisfaction.

- Substitute Teacher Certificate - Level One K-12.

- Two Microsoft Certified Information Technology Professional (MCITP) - Windows Server 2008, Server Administrator; and Windows 7, Enterprise Desktop Administrator.

- Microsoft Certified Technology Specialist (MCTS): Windows Server 2008 and Windows 7.

- Microsoft Certified Systems Engineer (MCSE)

EDUCATION and TRAINING

EDUCATION

GEORGE WASHINGTON UNIVERSITY

Master's Degree, Adult Education

UNIVERSITY OF CALIFORNIA, IRVINE

Bachelor's Degree, Psychology

GEORGETOWN UNIVERSITY SSCE

Training Specialist Certificate

LEADERSHIP TRAINING

- Leadership Development Program

- Planning For Results (Franklin Covey)

- Seven Habits of Highly Effective People

- Plan, Organize, and Prioritize To Get Results

- Effective Reports, Proposals, and Memos

- Management of Time

IT TRAINING

- Microsoft Certified IT Professional (MCITP) Training Courses

PROFESSIONAL EXPERIENCE

IT INSTRUCTOR/PROGRAM CHAIR

ITT Technical Institute

Albuquerque, NM and Springfield, VA

Information Technology Instructor to adult students in Associate and Bachelor degree programs. INSTRUCTOR of the QUARTER Award - November 2006. Assisted in managing the School of IT by serving as Program Chair in Virginia location prior to transfer to New Mexico. Directly involved in the hiring, supervision, orientation, training, evaluation, and retention of faculty members. Successfully met with a variety of students on a regular basis to address academic, logistical, and conflict issues as they arose (08/02 to Current)

SYSTEMS ADMINISTRATOR/HELP DESK

Darlington, Inc.

SECRET CLEARANCE (State Department-expired). Provided Systems Administration and Support for the Office of Foreign Disaster Assistance's (OFDA) local and field employees. Assisted with network backup (ARCServe), database administration, troubleshooting, software installation, computer moves, setup, training, help desk support, and customer follow-up. In addition, I created and maintained documentation for the company's Standard Operating Procedures, handbooks, training, and Job Aids (i.e., "cheat sheets") for users and

employees. (06/01 to 08/02)

TECHNICAL SUPPORT (Tier 2) DSL HELP DESK/ILEC REPAIR

Covad Communications

Provided immediate trouble resolution support for internal DSL (Digital Subscriber Line) Technicians as well as external Telephone Company and Internet Service Provider Technicians. Isolated problems and coordinated appropriate solutions with the NOC as well as ILEC, Transmission and Field Technicians. Troubleshooting included the interpretation of Harris/Turnstone Loop Tests, ProvGUI, Telnet, BERT and DIAMOND VIEW. Created job aids and assisted with training of fellow employees. (1/00 to 6/01)

ENROLLMENT PROJECT MANAGER

ReliaStar Insurance

Worked closely with insurance agents nationwide to coordinate and manage voluntary benefit enrollments. Created and conducted individual and group training sessions with agents. Assisted with planning, organizing, and logistical needs for multiple enrollments ranging from 30 to 17,000 employees. (4/97 to 4/99)

ASSISTANT SUPERVISOR/TEAM ASSISTANT

United Airlines

Assisted reservations supervisor with all aspects of managing 70 employees. Encouraged camaraderie and teamwork within the group. Responsible for conducting individual performance evaluations and classroom and individual training. Special projects included successful completion of Leadership Development Program. (6/93 to 4/97)

TRAINING SPECIALIST

U.S. Postal Service

Primary responsibilities included full design, development, and classroom delivery of training programs. Utilized Instructional systems design (ISD) principles in the design and development of courseware. Supervised support Analysts. (7/81 to 9/88)

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