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yyyyyy x. yyyyyy                                                    0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                                                  xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

seeking to utilize specialized education, extensive software training background, technical, administrative and class facilitation skills in a technical support management/software training assignment actively supporting the employer in defining, integrating and launching innovative solutions to maximize operational performance.

 

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career profile

ø  b.a., multimedia applications.

ø  over 11 years of successful it experience.

ø  demonstrated leadership and facilitation skills as a training/technical support manager.

ø  record of progression to positions of increasing authority and responsibility.

ø  expertise in all facets of employee development focused on advanced technology.

ø  adept in coordinating adaptation of advanced technologies and integrating with existing it equipment/applications.

ø  outstanding presentation and platform skills.

ø  proficiency in web-based training methodologies including gis mapping.

ø  skilled in network installation, website development and systems maintenance.

ø  implement quality assurance processes to improve quality and predictability.

ø  skilled trainer and technical writer with strong graphics background.

ø  plan, schedule and maintain multiple training courses/initiatives.

ø  expert knowledge of high-end software products for analysis and decision-making.

ø  knowledgeable in documentation, report origination and formulation of policies/procedures.

ø  proven ability in employee service delivery and issue resolution.

ø  strong focus on quality and meeting organizational objectives.

ø  outstanding capacity in planning, analysis and problem-solving.

ø  capacity in product development and support.

ø  well-organized multi-tasker with strong detail orientation.

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professional experience

sites usa, chandler, az                                                                                                               1998 c 2009

manager of operations

  • directed all operations personnel of up to 25 employees including technical support, technical writing, product development, team training, client training and performance management.
  • effectively facilitated monthly classes to diverse clientele.
  • originated training/user guides for custom gis mapping (regis) software for both new and advanced users.
  • initiated quality assurance programs/incentives key to resolving most common client issues.
  • established positive client relationships to achieve highest standards of customer service.
  • effectively developed staff as trainers.
  • provided onsite training customized to client needs on a national basis.
  • key contributor in expanding client base from 150 to over 3,000 clients and software users.

 

tasked with leadership for multiple functions including:

 

solutions development:

  • oversaw team of developers/software engineers for modifications, support and implementation of sites usa geographic information systems (gis) solutions.
  • orchestrated qa/qc procedures for testing/releasing software critical for crm solution.
  • sourced client data to design user-friendly gui interfaces for user base.
  • assessed and recommended new software based on functionality and features.
  • conducted in-depth analysis studies.
  • evaluated major databases utilizing sql to find similarities and demographic criteria.

yyyyyy x. yyyyyy

page two

 

 

 

management:

  • developed team of over twelve technical support specialists and nine highly qualified programmers.
  • served as vistage international group member to provide personal mentoring/coaching for junior and senior level managers. 

 

it management:

  • maintained currency in advanced computer and network technology.
  • directed network of 75+ desktop and server computer systems.
  • oversaw internal/external operations.
  • designed well-received quality control and testing procedures.
  • tested and developed quality assurance for alpha and beta software before release.

 

project management:

  • led support and software development teams.
  • facilitated organizational expansion from five to 25 employees.
  • initiated quality assurance programs and incentives with technical support staff.
  • addressed identified issues in monthly training courses to ensure resolution and aid current/future software development.
  • coordinated with sales, product development and support to assure software functionality and features based on customer input and direction.
  • designated for key roles by company president/owner.
  • launched and managed upgraded operational, training and technical support structure.
  • coached staff to be effective trainers.
  • taught personnel on techniques for correctly handling customer issues and ensuring customer satisfaction.
  • orchestrated comprehensive client classroom training for custom gis software for site selection. 
  • above classes were in high demand and were sold-out monthly.
  • assumed responsibility as lead technical writer developing training curriculum/users guides for custom gis mapping software for new/advanced user training.

 

           

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earlier background

prior to 1998, served as document control clerk, adaptec, milpitas, ca, and as a petty officer third class united states navy.  in these assignments, developed outstanding documentation, organizational, inventory, supply, sap and problem-solving skill sets.  multiple airman of the quarter awards.

 

 

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education

university of advancing computer technology, tempe, az

bachelor of arts, multimedia applications, 2001

 

 

 

 

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