Information Technology Training

Pamela Presley

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

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

City: Forney

State: TX

Zip: 75126

Country: USA

Phone: 469-***-****

Skill Level: Director

Salary Range: $150,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Pamela Presley

107 Princeton Circle

Forney, Texas 75126

Cell: 469-***-**** Email: *********@********.***

To Whom It May Concern:

Please accept this letter and resume as my introduction to your company. I would like the opportunity to discuss how my given skills and experience could contribute to your organization. I have over 16 years of experience in the Technology field, legal, and management including the management of remote teams in various time zones of the world. I am looking for an opportunity to continue to grow and enhance my skills.

I am a committed, fast learner, and self-starter needing little or no supervision with the ability to handle multiple tasks in a timely and professional manner. I have the ability to communicate and comfortably deal with all levels of personnel. Over the tenure of my career at Akin Gump, I was assigned various departments to manage and resolve support issues, increase productivity, and enhance personnel skills. As these opportunities were challenging, they broaden my expertise and allowed me to continue to grow. I willingly accept the challenge of projects and anticipate the finished results.

Thank you for taking the time to review my resume. I would welcome the opportunity to discuss how my skills may be an asset your company.

Sincerely,

Pamela Presley

Results driven and customer focused Director of Training and User Support: high-energy, seasoned professional with more than 16 years of information technology experience, with 4 of those years in a high-level management role. Exceptional leadership, management, and relationship-building skills; able to foster team unity and project cohesion across all levels of staff and management. Proven communication and interpersonal skills, outstanding decision-making and problem solving abilities, technically fluent, capable of rapidly assimilating cutting-edge technologies, ideas and processes; reputation for unsurpassed loyalty, dedication, professional ethics, and integrity. Skilled in managing and developing creative solutions to information technology challenges.

Core Competencies

* Communication & Client-service

* Project Management

* Help Desk Support Planning

* Change Management

* eLearning Solutions

* Interpersonal Skills & Team Building

* Design Learning Plans

* Staff Leadership & Mentoring

* Strategic Planning & Problem Solving

* User Notification Management

* Analyzing Data & Reporting

* Technologies & IT Needs Forecasting

PROFESSIONAL HIGHLIGHTS

* Implemented a successfully assessment of Word software skills increasing the baseline average score of 65% to 90% of 245 legal support staff. Resulting in work production from legal secretary staff increasing, Word Processing support requests changed from a basic level of support to advanced requests and Help Desk tickets decreased from legal support staff.

* Coordinate and manage the Word assessment skills of interview candidates for legal support positions. Provide skill recommendations based upon assessment results. This has allowed the hiring of more quality individuals and sets the expectation of skills required for the position. Manage and coordinate post assessments after 90 days on all new hires.

* Designed learning plans for new hires based upon employment position. Monitor and report learning plan progress to ensure all learning initiatives are met within first 90 days of employment.

* Create course curriculum, set training priorities and manage class attendance on large roll outs for all firm initiatives.

* Implemented a learning center to provide ongoing training opportunities and manage training progress. Allowed staff personnel to monitor their own progress, increased eLearning opportunities to allow training at own pace, manage new software training attendance and provides up to date training opportunities, ability to wish list a training course, or print individual training certificates

* With a team of 4 trainers, we were able to train 9 domestic offices within 4 weeks of upgrading from Opentext DM5 document management system to HP Autonomy FileSite system. Training was held Classroom style and consisted of a Partner only, attorney, and staff session. Staff attendance was 100% and Lawyer attendance (Partner and associate level) was 85%.

* Designed a 24/7 global support center for Word Processing requests consisting of 4.5 centers and a team of 30 operators. Assisted in the design of an online request database to submit word processing requests, Unified database system allows the assignment of a word processing request to any local word processing center, 24/7 coverage by phone, email, or submittal of request using the online request database. The support structure that was designed allowed users to receive support from any office or remote location without interruption. Word Processing support is seamless as each team works with a global mindset and the database allows routing of requests to available operators. This design assists lawyers with word processing support without interruption for various reasons such as staff reductions, leaves of absence, or unexpected office closures.

AREAS OF TECHNICAL EXPERTISE

Microsoft Office Suite 2003/2007

Microsoft Windows XP/7

Typing (80 wpm)

Litera Change-Pro

Deltaview Suite

Metadata Sweeper

Hummingbird DMS

HP Autonomy FileSite

IQTrack help desk tracking system

Management/leadership

Reporting, detailed, analytical,

LAN/WAN

Extensive software testing/troubleshooting

Active Directory

Windows 2000 Server

Resourceful in finding software and solutions to various technical needs.

Ability to work well under pressure, handle multiple projects simultaneously and meet deadlines.

Ability to manage staff local and remotely.

Aptitude to learn new systems and new technology quickly.

Strong initiative, analytical skills and judgment to independently handle assignments

Detail oriented with a proven record of accuracy and thoroughness in all projects

Excellent communications skills with the ability to communicate with all levels of personnel in writing, in-person and via telephone.

PROFESSIONAL HISTORY

Akin Gump Strauss Hauer & Feld LLP 4/1996 - Present

Dallas, Texas

Director of End User Support and Technology Training 7/2009 - Present

Previous held the title Director of Training & Word Processing from 7/2009 until 8/2012. In August 2012, I was promoted to oversee End User Support including management of 5 Information Technology Managers firm wide. In this new role, I continue to manage a team of 5 firm wide trainers in various offices to provide technology training to the 14 offices and staff of 1500+. Responsible for the design and implementation of firm wide information technology training programs, the management of end-user document support through the delivery of Information Systems and Word Processing services. Serve as the conduit between the Information Technology department, users of information technology solutions, office Directors of Administration, office Human Resources departments, and office Word Processing departments to ensure the training and document production needs of the firm`s lawyers and secretaries are met in an efficient and exemplary manner. Assists in the development of end-user communications, oversee training of users and word processing personnel, as well as the appropriate staffing of office word processing departments to ensure sufficient capacity and capability to meet defined expectations. Serve as an advocate for end-users proposing solutions and improvements in information technology solutions that will benefit the needs of the firm`s lawyers and advisors, and document production by lawyers, advisors and staff enhancing document production. Serve as a liaison to Information Technology to provide input as to end-user needs and to assist in the review and testing of proposed training in firm computer applications and various IT rollouts. Streamline and coordinate trainers on new computer systems and upgrades meeting project deadlines. Implement a Learning Center database to provide class schedules, continued learning plans, and other training initiatives. Coordinate with human resources and administrators to implement skills testing of MS Word production skills on a legal support staff of 245 increasing average base score of 65% to 90%. Coordinate and provide MSWord assessment results on legal support staff interviews detailing assessment results before an offer is made. Oversee and manage a team of 5 regional IT Managers ensuring quality end user support and project deadlines are met. Manage relationship with Intelliteach, third party supplying help desk support. Review and resolve customer service support issues and concerns. Draft and communicate to firm upcoming maintenance schedules, advisory alerts, and technology changes.

Dallas IT Manager 1999 - 2009

Oversee and support an office of 300+ attorneys and staff. Manage, hire, train, schedule, motivate, and evaluate a department staff of 10. Maintain the local area network ensuring 24 hours connectivity and operations. Ensure quality support is provided to office relating but not limited to LAN equipment, personal computers, software and other computerized systems/equipment. Resolve concerns and provide resolutions to meet the need of the requestor. Adhere to Firm standards and policies. Provide feedback to appropriate teams for improvement on systems. Manage the telephone system. Coordinate with other administrative departments on upgrades, projects, and upcoming changes. In this position, I continued to acquire additional departments to manage and supervise workflow such as Litigation Support, Telecommunication, AV Conference Center and Dallas Word Processing. Assist in various Firm Wide initiatives as assigned. Assist in the outsourcing of word processing and coordinated with the third party vendor to improve work flow procedures and customer resolution rate. After two years of working with word processing outsourcing, analyzed and recommended to eliminate outsourcing of word processing saving the firm approximately $150,000 a year and improved support. Assist in the development of an online request database for word processing requests and assignment to word processing operators.

Dallas Asst. Network Engineer 1998 - 1999

Perform backups, create user accounts, and ensured servers have the latest updates and patches. Troubleshoot and resolve network connection issues. Assist in various projects to streamline steps and coordinate teams. Manage department staff and end user support in absence of IT Manager.

Dallas Help Desk 1996 - 1998

Offer first line professional support to 300+ users in the Dallas office ensuring all inquiries are met timely and accurately. Troubleshoot and resolve escalated hardware, software, and connectivity issues including desktops, laptops, printers, scanners, and blackberry devices. Research and perform on-site analysis, diagnosis, and resolution to complex desktop problems. Serve as a liaison in the diagnosis and coordination of all hardware repairs and replacement parts in accordance to computer, printer, and wireless maintenance contracts. Image, configure, and install new PCs using Ghost and the Firm`s certified image including the configuration of the network properties according to Firm policy such as joining the domain, naming of computer, network card speed, and assigned network printers. Install and configure network printing devices. Install and maintain peripheral equipment, such as printers, scanners, cd-roms, DVD readers/writers, dual monitors, etc. Research and download appropriate software updates, drivers, and BIOS updates on the Internet to aid in problem resolution. Assist in the implementation of various information technology projects such as migrations, upgrades, and implementation of new technologies. Create and manage reports using Excel for various projects and data.

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