Manager Technical Support
Resume:
DawnMarie Capone
*** ****** ******, ********, ** 02919
*********@*****.***
AREAS OF EXPERTISE
Results Driven Work Ethic
Innovative Problem Solver
Skilled Facilitator
Project Manager
Technical Support Analyst
On-line module developer
Documentation Writer
LMS Manager
Recruiting skills
PROFESSIONAL EXPERIENCE
Technical Trainer with over 20 years’ experience in the legal, health care and retail industries. Proven relationship builder with end users, students, subject matter experts and decision makers. MOS Certified in Office 2010 with and excellent ability to learn and understand new applications and deliver training effectively and efficiently with proven positive feedback. Proven ability to recruit, interview and mentor new hires.
Key Accomplishments
Trained an average of 50 new hires a year in the last 4 years.
Received MOS certification in 2014.
Received a Learning Design certificate in 2010 from the American Society for Training and Development.
Lead Trainer for 6 offices and over 450 end users
Recipient of several Bravo Award in recognition of superior customer service, training and going above and beyond basic job responsibilities several year from 2003 to 2012.
SEYFARTH SHAW December 2013 - Present
BOSTON, MA
Technical Support Specialist and Trainer
Conduct new hire and continuing education classes both remotely and in classroom settings
Create supporting documentation: reference guides, tips, Instructor guides and technology updates
Story Board and record eLearning videos
Monitor and report on New Hire Learning Plans
Train and mentor new trainers
Technical support and floor coaching for over 200 Boston employees
EMC, Hopkinton, MA January 2013 - December 2013
Contract Program Manager
Attend weekly product readiness meetings
Run training readiness consumption reports for new released products
Create communications for new product training
TRAVELING COACHES, Dallas, TX August 2012 - October 2012
Senior Independent Training Consultant
Training and floor support for law firm legal user migration to Windows 7 & Office 2010
LIBERTY MUTUAL, Boston, MA April 2003 - August 2012
Senior Training Specialist for Enterprise Legal Systems
Create curricula, needs analysis and evaluations for new on-site or webinar training, create on-line tutorials and facilitate training
Develop supporting documentation for user guides, quick start cards and data quality business rules
Run internal training classes via webinar & on-site training
Monitor and evaluate training metrics and user evaluations to measure the success or failures of students.
Train and mentor other training team members and operational data entry team on new applications and procedures
Assist Business Analysts in design specifications, testing and development of new updated releases of ALMS
Implement and train legal users in over 60 offices in Documentum a document management system
GRAY, HARRIS & ROBINSON, Orlando, FL April 2001 - April 2003
Firm Trainer and Help Desk Support Specialist
Lead Trainer for 450 users in 6 offices and a mentor to new IS staff and trainers.
Conduct new hire training and application training as needed
Develop course outlines, documentation, skills assessments and training evaluations.
Implemented and trained on iManage as a document repository for storage and document collaboration as well as how to use the system as a way to organize and name documents for better consistency throughout the firm. We had 6 offices and over 450 users that we trained and then implemented the tool gradually for each separate department.
EDUCATION
Dutchess Community College
Business Administration
TECHNICAL AREAS of EXPERTISE
Windows 7 & 10
Microsoft Office 2010 & 2016
MS Project
SharePoint
Access
Visio
iManage
Legal MacPac/Forte
DocXtools
Workshare Compare
Adobe & Nuance Power PDF
Word Perfect
Legal Files
Captivate
Capture Professional
Snag-It & Snipping Tool
QuestionPro
Dragon Naturally Speaking
eDocs
Litera and Obiee SAP Business Objects reporting tool
Contact this candidate