Training Specialist – Software Trainer – Technical Help Desk Analyst –

Training Specialist – Software Trainer – Technical Help Desk Analyst – Team Lead - Customer Support – Implementations - Road Warrior

SELECTED ACHIEVEMENTS AND SKILLS

Delivered training to more than 90 new hires at the new Helpdesk in Mumbai India. Evaluated if new employees needed additional training. Created Presentations, review exercises, and hands-on examples for training classes. Supported employees of helpdesk through the initial Go-Live Process. Resolved issues with customers and mentored to the new employees. Researched the area, and the culture prior to taking the assignment. Scheduled additional training when needed. Saw a need for customer relation training, and assisted in the creation of training that would fulfill those needs.

Results: Provided training for new Helpdesk in India

Created presentations for 3 of Command Alkon’s Annual Customer Conferences, and 3 of their Regional Training Seminars. Prepared a class syllabus. Conducted training classes during conferences. Demonstrated various modules created and sold by Command Alkon. Suggested to customers procedures and reports that could save time and increase productivity. Assisted classes that were led by other Conference presenters. Set up training rooms and training data used for the presentations.

Results: Developed Presentations for Customer Conferences and Regional Seminars

Delivered training to customer throughout the United States and internationally. Coordinated with project managers and customer to schedule time and length of training classes. Conducted training in a variety of environments. Documented all issues that occurred during training and recommended steps to correct any issues.

Results: In 2008, Generated Approximately $160,000 revenue

CAREER OVERVIEW

Command Alkon Birmingham, AL

Training Specialist 2005 – 2009

• Trained all new employees on the uses and benefits of company software

• Created instructor guides for company software

• Travelled 80-90% to customer sites for training throughout the year

Electronic Data Systems Birmingham, AL

Trainer 2004 – 2005

• Trained at least 90 new hires in the Mumbai, India Help Desk

Technical Support Analyst 1998 – 2004

• Initial contact for customers on BellSouth Account, decided upon the first steps to assist in problem resolution.

• Routinely exceeded the monthly case creation and closure rate for the entire Birmingham Technical Help Desk.

Relocation: Nationally

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