Technical Writer - Training Specialist

Megan E. Hauser

**** ******** **** ** 719-***-****

Rio Rancho, NM 87144 ******@***.***

OBJECTIVE

I seek a challenging position in which I can apply my wide range of skills and experience. In addition to a Master of Arts in Teaching I have several years of tech-industry experience in documentation, training and support. I also have years of experience in the arts, which I believe gives me a creative and unique perspective in communicating, serving customers and devising solutions.

WORK EXPERIENCE

11/2009 – Present: Hewlett Packard – Colorado Springs, CO

Pre-Sales Chat Consultant

* Maintain expertise on constantly changing HP Business-level PCs, printers and peripherals

* Educate customers using technical and sales information

* Support and guide customers towards appropriate HP Solutions based on business needs

* Generate sales leads and close sales to meet and exceed monthly and quarterly goals

Virtual Sales Consultant

* Interact with CompUSA customers via webcam / remote kiosk connection

* Guide business customers to select and purchase HP equipment that best suits their specific business requirements

* Log detailed information on each customer interaction using a CRM-type software solution which is integrated with the webcam/kiosk setup

2006 – 2009: Premiere Global Services - Colorado Springs, CO

2008 – 2009: Training Product Specialist

* Managed Element K Learning Management System.

* Coordinated with Project and Product Managers to accurately and continually document developing products.

* Developed document control plan and implemented within the training department.

* Designed and maintained Training Department SharePoint portal.

* Assisted Training Specialists (various departments) in writing and updating training materials, assessments, presentations and reports.

* Delivered training in technical and soft-skill content.

2007 - 2008: Training Specialist

* Planned curricula - wrote and maintained training materials and develop assessments for the Customer Care Center (CCC) Tier 1 Support Team.

* Delivered training to CCC Tier 1 Support new hire classes.

* Provided training updates, documentation and review sessions for Customer Care Center support agents at weekly staff meetings.

* Attended product development meetings to document and communicate product update and new-release information.

* Collaborated and contributed to ongoing departmental protocol and knowledge-base projects.

2006 - 2007: Tier 1 Technical Support, Customer Care Center (CCC)

* Provided technical support to conference call customers with attention to Service Level Agreements.

* Troubleshot phone and Web conferencing issues and provide quick resolution.

* Trained clients on configuration, scheduling and functionality of telephone and Web conferencing.

* Documented clearly all communication and interaction with customers.

* Generated technical documentation of conferencing product features and functionality.

2005 - 2006: Cedar Springs Hospital, Colorado Springs, CO

Classroom Teacher – Elementary (K-4)

* Developed standards-based curriculum and lesson plans in all subjects.

* Differentiated teaching approaches according to individual students’ needs.

* Compiled educational summaries for each student based on academic and behavioral goals.

* Collaborated with treatment team to develop and deliver effective services to each student.

2004 - 2005: Hewlett Packard (Short Term Contract) - Colorado Springs, CO

Technical Support, Computer Software

* Supported internal employees on software installation, configuration and upgrades.

* Assisted customers with implementation of virus protection tools.

* Upgraded hardware drivers and device configuration including wireless and mobile technologies.

* Contributed to monthly newsletter and technical knowledge-base entries.

2003 - 2004: Full Time Master’s Degree Program – Colorado College

Included Internship with Frontier Elementary School - Colorado Springs, CO

* Planned and delivered daily lesson plans in all subjects, based on curriculum requirements and collaboration with other third-grade teachers.

* Attended staff training sessions, meetings, assemblies.

* Communicated with parents, colleagues and superiors regarding students' progress and educational opportunities.

2002 - 2003: Bold Technologies - Colorado Springs

Documentation Specialist, Tech Support - Computer Software

* Developed help-files, documentation, whitepapers and training manuals using Robo Help, Full Shot, Microsoft Word, MS Publisher.

* Tested software updates and code changes.

* Provide technical Support to customers using windows-based, Alarm Monitoring software developed internally.

* Met and collaborated with developers, implementation team and customer sites.

1999 – 2002: FrontRange Solutions, Inc. - Colorado Springs, CO

2001 - 2002: Web Technical Support - Computer Software

* Resolved customer issues with web-enabled HEAT and GoldMine software.

* Supported implementation of HEAT, iHEAT, HEATSelfService, GoldMine Everywhere Web, GoldMine Thin Client, GoldMine Everywhere Palm.

* Tested upcoming releases of web-enabled software.

* Documented product functionality and issues.

* Populated web-based knowledge base.

Software Trainer

* Trained customers on HEAT software implementation and customization.

* Wrote self-paced training manuals.

* Developed Training department mission statement (Vision, Mission & Values statement) with team members, supervisors and manager.

1999 - 2001: Support ServicesTechnician

* Provided HEAT customer/end-user support.

* Troubleshot and tested software issues to resolution.

* Certified HEAT Administrator and Technician

* Designed and implemented in-house HEAT interface used by multiple departments.

* Trained and assisted end-users in all departments to use upgraded interface.

* Tested pre-release software and reported issues to Development.

* Supported and assisted new-hire Associate Technicians.

EDUCATION

2004 Colorado College, Colorado Springs, CO - Master of Arts in Teaching - Elementary Education

1990 - University of Colorado, Boulder, CO - Bachelor of Arts in Music, Voice Performance

Graduated with Honors

1985 - 1987 New York University, New York, NY - Theater major - acting, liberal arts

Additional Coursework

2000 - 2001 University Of Phoenix, Colorado Springs, CO - Masters-Level IT coursework

Operating Systems, Database Management, Technical Communications

2008 -2009 Achieve Global Management Training courses

SKILLS

Technical Writing

Documentation

Document Control / Documentation Management

SharePoint

Learning Management Systems

Element K

MS Office Suite

MS Windows

RoboHelp

Adobe Presenter

Telecommunications

Teleconferencing

Web Conferencing: Adobe Acrobat Connect, WebEx, MS Live Meeting, VisionCast, ReadyCast, ReadyConference, Simplicity Plus

Software & Hardware Technical Support

Customer Service

Correspondence & Communication

Legal Administration

Transcription

Certified HEAT Technician

Goldmine

Access

SQL Server

Oracle

LANGUAGES

* French - Beginner

* German - Beginner

* Italian - Beginner

* Spanish - Intermediate

PROFESSIONAL MEMBERSHIPS / AFFILIATIONS

* Music 4 the Masses: Coordinated musical benefit events for non-profit organizations

* Children's Literacy Center: Volunteered as a reading tutor to Elementary age students

* Pikes Peak Arts Council: Maintained mailing list and members database

* Colorado Springs Fine Arts Center Repertory Theater Co.: Performed on-stage and off-stage roles

* Phi Kappa Delta: Academic honors society – Colorado College

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