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Technical Trainer, Help Desk, User Analyst, Adjunct Instructor

Location:
Durham, North Carolina, United States
Posted:
August 19, 2018

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Resume:

Marjorie Hicks

Technical support, staff development and program management

Durham, NC 27707 919-***-**** ac6qgn@r.postjobfree.com

Seasoned professional with a background in the government industry providing technical support and staff training as well as program management and supervision.

Work Experience

Adjunct Instructor Wake Technical Community College- NC FAST - Raleigh, NC June 2017 to Present

●Prepares instruction for Food and Nutrition and NC FAST class that reflects appropriate learning objectives.

●Constructs classroom materials that support the goals of the course.

●Uses formative assessment techniques to improve learning and teaching

●Designs curriculum and a schedule of instruction.

●Maintains communication with course committee instructors and participates in instructional discussions.

●Remains up-to-date on technology and methods of teaching with technology.

●Maintains accurate records of student work and attendance.

On-Site Support Specialist Wake County Government - Raleigh, NC January 2015 to Present

●As a member of the Staff Development team I am responsible for human services systems and policy training.

●On Site Support team member responsible for providing technical support related to workers using various agency systems including NC FAST and OnBase.

●Provide one on one support to case managers using knowledge of human services policy and procedures in order to facilitate processing entitlement benefits for clients seeking services.

●Perform troubleshooting and analysis of system issues for case managers and work with external agencies such as the State NC FAST help desk members and Operational Support members in order to resolve issues.

●Assist users with hardware issues including laptop, printer and connectivity problems.

●Log issues in SharePoint ticket tracking system using data to analyze trends and timeliness of ticket resolution.

●Agency security officer responsible for onboarding new staff, administering various IT systems ID’s, resetting passwords, revoking and changing employee access and coordinating annual audit of security documents.

●Develop training material used to improve staff knowledge.

●Designed and maintain team social media website used to engage and communicate system and policy updates to staff.

●Travel to various agency locations conducting group training on system navigation as it relates to team functions.

●Provide training to staff in using various programs including Curam Social Program Management (NC FAST), OnBase, Skype and Office 365.

●Assist in the development of training materials used by Staff Development team.

●Provide training in new programs and policies to case managers, supervisors and others in order to improve productivity.

●Participate in special projects as needed.

NCFAST Software Tester State Of North Carolina July 2013 to December 2014

●Extensive knowledge of the IBM/Curam healthcare product NC FAST used to improve the efficiency of managing eligibility for entitlement services.

●Experience using various operating systems and browsers in the execution of test scripts.

●Perform manual testing of scripts and consult with business managers in the modification of test plan details to ensure test reflects software design and business needs

●Identify, analyze, document and validate defects.

●Work closely with developers in the resolution of issues detected.

●Extensive experience with HP Quality Center, JIRA as well as Sharepoint using all as a means of tracking defects and communicating issues and progress of the project with other team members.

●Perform staff development and training as needed in order to assist end users with issues that may arise in production.

●Assisted in the user acceptance phase of testing

●Excellent problem solving and organization skills.

●Superior written and verbal communication skills.

●Ability to work with minimal supervision, master new tasks quickly and adapt to change.

Qualified Mental Health Professional Independent Contractor - Durham, NC June 2008 to July 2013

●Provided residential and community support services to both adult and child consumers with various mental health disnoses.

●Coordinated initial and ongoing assessment activities.

●Ensure NC TOPPS assessments and opening paperwork are prepared/submitted on time.

●Led treatment team meetings and developed or revised Person-Centered Plan.

●Provided case management to arrange, link or integrate multiple services and continually assessed the individual’s need for services.

●Supervised functions provided by direct care staff ensuring proper implementation of the PCP.

●Assisted in developing and monitoring family psychoeducation component when appropriate and supervisingtherapeutic mentoring.

Education

Bachelor's Hampton University

Skills

HP Quality Center, JIRA, Microsoft, NCFAST, Sharepoint, Office 365, Wordpress

Certifications/Licenses

PMP Certification Exam Prep June 2017

Certificate of completion PMP Certification Exam Prep for Project Management - Wake Tech Continuing Education 35 classroom hours

Train the Trainer November 2017

Conducted by Wake County Human Resources

Web Publishing using SharePoint April 2017

Conducted by Wake County Human Resources



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