Customer Service Training

Susan K. Dennison

301-***-**** / *******@*****.***

Professional Experience:

A diversified career in providing instructional design, training development, training delivery,

and technical support.

Customer Support and IT Training Specialist

AAC. Washington DC - Consumer Financial Protection Bureau.

• Create Helpdesk and end-user documentation on project roll-outs.

• Prepare and maintain end-user documentation such as reference guides, and system help.

• Provide New Employee Orientation and onboarding training for new federal employees and interns

Customer Support and Training Specialist

TurningPoint Global Solutions, (August 2014 – December 2014)

Rockville, MD HHS/HRSA - Health Resources Services Admin.

• Provided internal training and tier 2 technical support for HHS/HRSA - Health Resources Services

Administration (EHB's) grant management system for both internal government and external users.

• Assist with user acceptance testing.

Technical Trainer

Bering Straits Native Corporation. (December 2013 – April 2014)

• Technical Trainer for the IT Network Managements Service Operations team, supporting the Federal Office of

Personal Management .

• Provided training to new Tier 1 technicians on OPM Processes.

• Managed the Customer Service Knowledge base.

• Provided Remedy training.

Technical Trainer,

Trusted Mission Solutions Inc., (March 2013 – October 2013)

• Provided training and Tier 2 technical support for HHS/HRSA - Health Resources Services

Admin.

• Provided training and support of the grant management system for both internal and external users.

• Provided Adobe Connect training sessions with the remote helpdesk.

• Created Helpdesk and end-user documentation on project roll-outs.

• Prepared and maintain end-user documentation such as reference guides, and system help.

• Assisted with user acceptance testing.

EVoIP Rollout Trainer

L3 Stratis, (December 2011- March 2013)

• Field trainer for the EVoIP rollout to the Executive Office for United States Attorneys.

• Provide updates and maintenance support for user and training documentation.

Change, Release and Deployment Manager

L3 Stratis, (June 2011-December 2011)

• Change and Release Management of IT projects including software deployment and

updates for the U.S. Nuclear Regulatory Commission.

Technical Trainer III

L3 Enterprise IT Solutions, (August 2008- November 2011)

• Supported the IT Service Delivery Operations group on all training related and documentation development

requirements for the US Nuclear Regulatory Commission.

• Developed and delivered New Hire training for all new Help Desk and Deskside personnel.

• Developed and delivered training on the new Change Management process to internal L3,

other contractors and government personnel.

• Developed all documentation and delivered training on the Loaner Laptop program,

Enhanced Laptop program, Self Service and encrypted thumb drive program to staff and

created user guides for personnel.

• Created Standard Operating Procedures and end-user documentation on several project

roll-outs.

• Provided training and support for the Help Desk on MS Office 2003 and 2007.

• Ensured resources for training (e.g., space, equipment, etc.) are available when required.

• Technical Lead on the Office of Information Services (OIS) Customer Service Catalog.

Outlook 2007 Lead Trainer

Sapphire Technologies, (January 2008- August 2008)

• Supported the Outlook 2007 Migration for US Nuclear Regulatory Commission at multiple sites.

• Provided training and desk side support for agency wide customer upgrade from

GroupWise.

• Performed “customization” of client profiles for shared resources and overview of Outlook

2007.

• Provided rotational Help Desk phone support for post migration questions and

troubleshooting.

Contract Trainer

The Training Associates, (October 2006 – January 2008)

• Provided MS Office training at client locations in the Washington D.C. metro area.

• Provided courseware development for custom proprietary applications.

• Provided instructional design and development for AT&T Government Solutions on a GSA

contract.

Software Trainer

Perotsystems Government Services, (July 2005 – September 2006)

• Provided cross-platform (Mac and PC) software training and deskside support at NIH.

• Developed and delivered custom MS PowerPoint and MS Outlook classes for NIH.

• Provided instructor-led demonstrations, hands-on classes and one-on-one training to end-

users.

• Prepared customized training curriculum and associated materials to end-user community.

Engineer

inSORS Integrated Communications, Inc. (March 2004 –May 2005)

• On-site video conferencing engineer for the National Science Foundation.

Certifications:

CompTIA A+, CompTIA Net+ COMP10644128

Cisco CCNA CSCO10713574 (Expired)

Windows 2000 Server MCP 3293500

MS Word 2003, MS PowerPoint 2003, MS Excel 2003 Expert

HDI Support Center Analyst

MS Outlook 2007 MCAS 4527462

ITIL Foundations V3 Certified 2009

ITIL V3 – Service Operations Certified 2011

Education:

Master of Arts in Education and Human Development.

George Washington University, Washington, D.C.

Bachelor of Arts. Salem College, Salem, West Virginia.

Professional Development:

• ITIL V3 Intermediate Lifecycle Course – Service Transition (2012)

• ITIL V3 Intermediate Lifecycle Course – Service Operation (2011)

• HDI Support Center Analyst (2009)

• Montgomery College, Microsoft Client Configuration (2008)

• University of the District of Columbia, Security +, CCNA (2005)

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