Over the last twenty five years of my career in the IT industry I have acquired experience in a variety of technologies, management concepts and skills that have enhanced not only my career but the companies I have worked for as well. My dedication to providing the best possible support, service and communication with clients and co-workers has given me the ability to move in different industries throughout the IT world.
The last 4 years I have been focused on litigation support. Providing training, database management and support for law firms of their hosted cases. During that time I have acquired certifications and experience in a variety of software titles and concepts. My motto when it comes to working with people is simple, "treat everyone like your mom". This simple phrase helped me reach and develop more exceptional sales and support people over the years then most tools I have found. Below I have listed some of my professional accomplishments and a short summary of additional skills.
| PROFESSIONAL SKILLS AND ACCOMPLISHMENTS |
| PUBLIC SPEAKING: |
Ability to effectively communicate with small or large audiences’ ideas and concepts tailoring the subject to fit the audience |
RESULTS
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Customers reported they felt at ease during the training sessions and that the product was simple to use and they received the best training possible |
| IMPROVISE / PRIORITIZE |
Ability to adapt rapidly to changing situations keeping the entire scope in sight and evaluate options to make the best decisions and be responsible for those decisions |
Results
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Assessed and defined solutions for failures, resolved these problems systematically using these steps. This provided a cost effective means to the end solution
|
| CREATE |
Ability to take on new challenges, concepts and ideas and bring them into focus, reality and develop new skills in the process |
RESULTS
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I have created detailed CAD drawings using AutoCAD for national architect firms and have designed end user documentation for a variety of needs including emergency response systems, UNIX based back up and restore software package and many others. The CAD files were well received by the architect firms and thought to have been created by an architect |
| CONCEPTUALIZE / VISUALIZE |
Ability to brainstorm and think out side of the box to work with abstracts and support green light thinking |
RESULTS
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Created TOPS: Tandy Outbound Professional Salesperson Organization, which increased sales of the group by 20%. |
| ANALYZE |
Ability to observe, gather and interpret data to visualize roadblocks and issues then recommend course or solution |
RESULTS
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Installation times where cut down decreasing the overall cost of each job and improved customer training and their understanding of the limitations of the product |
| MULTITASKING |
Ability to handle multiple tasks and assignments while keeping perspective of the entire project scope |
RESULTS
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Provided customer support, training while assisting in the development of new products, staff, the design of AutoCAD files and the creation of end user and technical support documentation |
| SELECTED CAREER ACHIEVEMENTS |
| SOFTWARE TRAINER |
Hosted many training session for litigation software online and on-site. software titles include Concordance, FYI,Clearwell, iConect, and Relativity.
Hosted a on-site training session for 100 legal professionals on Relativity. After the training session was complete the clients where able to quickly begin the review process and reported because of he training they received they where more effective.
Hosted many on-site training sessions for Guardian’s emergency response systems (nurse call) software and hardware. Covering daily usage maintenance and management of the products for Registered Nurses, CNA, and other medal professionals. |
| PROJECT /PEOPLE MANAGEMENT |
10+ Years of coordinating the design, installation, and training of Guardian’s emergency response systems (nurse call).
Managed and designed customer databases, various tracking systems and end user, installation, and training material using Microsoft Access and other tools.
Coordinated the installation of the emergency response (nurse call) and access control systems with installers, end users and sub-contractors.
Trained installers and support technicians in the installation, management and support of many systems. |
| GRAPHICS DESIGN |
8+ Years of working with AutoCAD on a daily basis creating and modifying files used to install nurse call and access control systems by sub-contractors nation wide.
Created literature used for national advertising campaigns, owners' manuals and product brochures
Created all technical, and end users documentation for a UNIX based software application. Teaching myself how to us various applications to complete the documents. |
| SALES / MARKETING |
Winner of multiple performance and customer service awards.
Recruited and trained employees for my store, leading them to the 10 spots in sales performance for the district.
Significantly increased the total revenues by driving the extended support plan project.
Increased sales and profits by 10% by training of new associates on customer service and developing a level of loyalty that decreased employee turn over. |
| TECHNICAL SUPPORT |
10+ years of providing and managing a 24-hour technical support desk for a PC based E-Call or nurse call system for end-user and installer’s. Walking them through reboots, installing new cards, modifying configuration files, updating and changing database entries.
Provided end user technical support, for EST’s UNIX based products.
Provided end-user support over Laplink, Remote desk top sessions and VNC connections.
Support network and internet connectivity along with a variety of WIFI and other networking hardware. |
| SYSTEMS MANAGEMENT AND ANALYST |
Tested and provided insight on software development along with creating end user documentation.
Installed and managed in-house Novell networks.
Managed and maintained Windows 2003 servers creating login, password changes, scripts, back up methods, remote desktop access. |
| SUMMARY OF ADDITIONAL SKILLS |
| Over the last twenty years I have acquired experience in the following technologies, Certified Concordance Trainer and System Administrator, Novell Netware, DOS, All Windows operating systems, Linux, UNIX, SQL, HTML, AutoCAD, various Database tools, word processors, desktop publishing tools, Internet tools and PC hardware. Along with management and people skills in conflict resolution, public speaking, stimulating people into action and teaching. |