Technical Writing, Software Support, Customer Service Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 10147
Desired Job Location: Oneida, New York	Date Posted: 12/3/2006
Type of Position: Full-Time Permanent	Availability Date: 12/18/2006
Desired Wage: 40000
	U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience	Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Masters	Willing to Relocate: No

Objective:
Position in Software Support, Technical Writing, or Customer Service. Open to telecommute positions in any area of the country.

Experience:
Professional Freelance Consulting: Oneida NY. (Current).
* Set up new PC's in user homes and installed software applications.
* Set up printers, scanners, and other peripheral equipment including the installation of driver software.
* Removed viruses, adware, spyware, and other malicious programs.
* Optimized PC performance by removing unnecessary software and files, defragging hard drives, correcting registry errors via registry repair software, etc.
* Instructed users in basic software usage and Internet functionality.
* Wrote IT procedures document for an Energy Company to comply with the North American Electric Reliability Council's Cyber Security Standards. Also worked with IT Management to help devise new Configuration Management policies and procedures.

Software Support Analyst, Documentation, & Sales: Visible Systems, Oneida, NY. (2001-2005).
* Provided technical support for the Razor Tool Suite, a Configuration Management package consisting of Release/Baseline Management, File Version Control, and Problem Tracking software.
* Provided first level support for installation, end users, and administrators.
* Tested and solved customer inquiries in various UNIX, LINUX, and PC environments.
* Coordinated problem investigation with Development and other departments.
* Tested and reported program bugs to be fixed.
* Performed baseline testing, and other testing on new releases of software.
* Wrote documentation for new functionality in the Razor and the IssueWeaver manuals.
* Wrote documentation and procedures for newly discovered customer issues, and for the company web page.
* Performed various Sales duties such as initial contacts, working directly with prospects, contributing tothe marketing plan, performing on site demonstrations etc.
* Performed Internet demonstrations of software via WebEX, an online meeting tool.

Computer Software Applications Instructor: Herkimer County Community College, Herkimer, NY. (2001).
* Taught students computer terminology (software and hardware), usage, and Microsoft Office 2000: Word, Excel, PowerPoint, and Access.
* Course focused on hands-on labs, and the impact of computers in today's society.

Business Training Analyst: Springs Industries, Inc. Lancaster, SC (1998-2000).
* Designed curriculum, including course manuals and exercises for the Windows 95/SmartSuite 97 roll out according to criteria set forth by the Planning and Technology Team. The roll out was designed to bring 3500+ computer users into Year 2000 Compliance.
* Trained the Training Team to help ready them to teach the Windows 95/SmartSuite 97 roll out classes.
* Assisted in the creation of the class schedule.
* Consulted with Project Teams, including the Year 2000 Team, the Intranet Development Team, and the Lotus Notes Development Team, to promote and teach company specific applications, such as internal Y2K issues, the Springs Intranet, and production related databases in Lotus Notes.
* Researched and resolved problems associated with upgrading software.
* Issued departmental standards documentation concerning various computer issues.
* Developed standards to exchange files between different software applications.
* Designed PC Training Newsletters sent to 2,100+ Springs Associates.

Training Director: PC Solutions, Inc. Charlotte, NC (1993-1998).
* Managed day-to-day operations of the training center and on site classes.
* Created the public class schedule, as well as course schedules for private corporate clients.
* Demonstrated to CEO's, CFO's, and other high-ranking corporate officials how their companies might use their existing computer systems more efficiently and economically.
* Assisted a major corporation in their decision to make a multi-million dollar software upgrade.
* Developed course curriculum and exercises.
* Customized course curriculum for specific company and student needs.
* Authored, illustrated, and formatted course manuals published by the company.
* Provided technical phone support and classroom set-up.
* Created custom software applications using macros and other design techniques.
* Assisted with marketing, including sales calls and writing articles for the company newsletter.

Education:
May 1993 M.A., English, State University of New York, College at Brockport, Brockport, NY.

May 1989 B.S., Business Aministration, Rochester Institute of Technology, Rochester, NY.

Skills:
I have 12+ years in the software support and teaching/training field. Over those years, I have effectively assisted users with varying skill levels and different cultural backgrounds. I taught a Computer Applications course at Herkimer County Community College, and have also trained thousands of users in the corporate world.

I also have experience teaching English at the college level as well. At SUNY Brockport, I taught English Composition skills to freshman in the EOP Program. All students who regularly attended my course passed their English Composition course.

At Visible Systems, I provided software support for the Razor and IssueWeaver Configuration Management tools in Unix, Linux, and Windows environments. On a daily basis I would assist customers from many different companies and government agencies. I also worked regularly with International customers. Abilities varied from beginning computer users all the way up to the Sys Admin level.

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