Post Job Free

Resume

Sign in

Manager Technical Support

Location:
Providence, RI
Posted:
July 12, 2018

Contact this candidate

Resume:

DawnMarie Capone

*** ****** ******, ********, ** 02919

774-***-****

ac58jm@r.postjobfree.com

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