Support Analyst Consultant

Overview:

Experienced and highly motivated IT Trainer and Developer with a proven record of success within multiple commercial, financial and educational environments. I have provided services for large international companies including PepsiCo, WalMart, State Farm, The SSA and Intuit. Throughout my career I have maintained an up-to-date level of technical knowledge.

Qualifications:

Double Bachelor of Arts, French and Linguistics, University of Leeds, United Kingdom

Licensed Substitute Teacher – Level One K-12, New Mexico Key Strengths:

Excellent oral and written communication and presentation skills

Developing and delivering course programs, either face-to-face or e-learning

Independently creating, developing and delivering quality training output in challenging situations;

Handling multiple concurrent activities with effective problem-solving methods

Considerable experience in learning custom applications very quickly

Analyzing business requirements, particularly in financial sectors, to ensure robust and usable solutions

Personable personality that puts anxious trainees at ease and makes them confident Principal Areas of Technical Expertise:

Database Design: Microsoft Access (either stand-alone or as a front end), MS SQL Server, MySQL.

Microsoft Word, Excel, Access, PowerPoint, MS Project – All versions from introductory level to advanced VBA.

HTML + DHTML/CSS, PHP, Python, Javascript

Visual Basic, Visual Basic for Applications JavaScript, Classic ASP, ASP.NET

Distance learning packages, esp. Web Ex, GotoMeeting, Zoom Career History:

EPIC Insurance: Remote IT Trainer and Support Analyst June 2022- January 2023 Was headhunted by the Head of Training at EPIC. I delivered and designed online IT training courses for EPIC employees, both experienced insurance agents, and new starters Albuquerque Public Schools April 2018 – May 2022

Substitute Teacher, Kindergarten – Year 12

Vertafore Inc: Training and Support Analyst March 2014– April 2018 Delivered online and face-to-face training for customers of a large insurance software house. Team Leader of on-site training and support groups.

TEKSystems January 2011-January 2014

Contracted Trainer/Support Analyst in 3 major projects: CFA Institute, VA, NYC & Hong Kong September – October 2013 Iain Cummings

IT Trainer, Developer and Support Analyst

Albuquerque, NM

****.***********@*****.*** 505-***-****

Designed and delivered training in an in-house CRM application. (I was chosen from a pool of 100+ trainers to deliver the training in Hong Kong and New York City.) State Farm, all over the USA October 2011 – January 2014 Member of a team of national technical trainers instructing State Farm agents and their staff in the use of a new corporate VOIP telephone system. A few months after the beginning of the project I was appointed as a mentor to support and develop other trainers in the group. US Social Security Administration, all over the USA January 2013 – January 2014 Presented training courses at various SSA training centers across the country in the use of a new CISCO VOIP telephone system. After the training I supported users in the use of the new system. Intuit Payment Solutions, Albuquerque, NM July 2011 – December 2012 Contracted Developer and Support Analyst

Provided advice and support on various automated IT solutions. I proposed and then programmed the automation of 30 complex, time-consuming and business-critical operations using Excel, VBA and SQL Server.

PepsiCo International, London and Reading, UK August 2009 – July 2010 Contracted Support Analyst and International Champion

Sole responsibility of ensuring that every business-critical Excel, Word, PowerPoint and Access files in every European office continued to work following company migration from MS Office 200 to Office 2007. Where necessary, rewrote Excel VBA programs and Access databases to ensure compliance.

Supported all European users following migration. Supported PepsiCo’s international support team during the migration.

BTL Group, Shipley, UK January 2000 – November 2006 Head of Blended Learning

Manager of an e-learning team, providing Educational Multimedia, e-Assessment and Blended Learning, primarily to UK and EU government agencies.

Responsible for internal staff training and development EARLY CAREER:

1989 to 2000: Self-employed IT Trainer and Consultant

1988: Lecturer in Computer Studies, Thomas Danby College, Leeds MISCELLANEOUS

• Dual nationality/passport holder – American and British

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