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Needs Analysis ~ Project Management ~ Technical Training ~ User Relations

Collaboration ~ Project Planning & Coordination ~ Training Outcome Evaluation

         Significant experience in planning, developing, and aligning training strategies with organizational needs.

         Sound knowledge of concepts and practices related to adult learning, instructional leadership, training program development & delivery, project management, and performance measurement.

         Adept at connecting with, training, mentoring, and managing people from diverse cultures and backgrounds.

         Able to decisively determine and establish optimal training strategy, tools, techniques, and timelines.

         Proven abilities in developing, coaching, and empowering staff to boost performance, productivity, retention, morale, and job satisfaction.

         Extensive talents in helpdesk operations, networking, systems analysis, SharePoint administration, and influencing teams to achieve project goals in compliance with fiscal, timeline, and quality criteria.

         Able to seamlessly partner with all levels of management, peers, clients/customers, and technical specialists to expedite project success and ensure operational continuity.

Progressive Casualty Insurance Company, Colorado Springs, CO, 2014 to Present

Senior Incident Management Analyst 2015 to Present

         Brought on board full-time following successful contract assignment to facilitate telephone bridges and locate appropriate technical resources to resolve critical incidents affecting business processes and capital gains.

         Methodically submit, monitor, and process trouble tickets in Remedy, and perform diligent follow-up to ensure swift resolution of critical incidents.

Senior IT Apps Programmer 2014 to 2015

         Authored nearly 300 FAQs and comprised technical document to acclimatize new engineering team.

         Trained team in maintaining SharePoint front-end & application servers, managing SharePoint farm, performing network load balancing, using Microsoft PowerShell for backing up SharePoint Sites, moving sites from QA to Production, conducting database change requests, and restoring content databases.

         Played an instrumental role in executing SharePoint upgrade and installed security certificates on 40 SharePoint servers prior to go-live.

Micro Link, Colorado Springs, CO, 2010 to 2013

SharePoint Technical Support Specialist

         Trained, instructed, and mentored SharePoint site administrators and other key personnel at Air Force Academy in topics spanning SharePoint history, hierarchies, applications, site collections, services, sandboxed solutions, Power Shell support, office web apps, site administration, and user functions.

         Proficiently maintained 200+ SharePoint sites supporting 52,000+ users primarily located in Afghanistan theatre as part of high-impact DoD project.

         Systematically delivered comprehensive technical training to site administrators and SMEs in topics such as site registration, SharePoint functions, language translation, online conferencing (Adobe Connect), and reporting via Google Analytics.

         Governed weekly QA testing and drove unified efforts among engineers and developers as Scrum Master.

Continued ►

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US NORAD/US Northern Command: Joint Air Defense Operations-Homeland, Colorado Springs, CO, 2007 to 2010

IT Analyst / Database Administrator

         Held multiple concurrent roles spanning IT Analyst, Database Administrator, Information Assurance Officer, Content Manager, and Technical Trainer.

         Controlled overall security of SCIFs (Sensitive Compartmented Information Facilities).

         Delivered training in SharePoint, SIMPROCESS (simulation modeling), information assurance (classified information processes), DISA video teleconferencing, and all internal IT assets including network security operations, protocols, and procedures.

         Championed several IT projects and supervised team in configuring classified video teleconferencing system according to precise DISA (Defense Information Systems Agency) requirements.

US Army Space & Missile Defense Command (SpecPro IT Services), Peterson AFB, Colorado, 2006 to 2007

Systems Analyst

         Provided broad-based technical support to more than 1,100 military and civilian personnel.

         Functioned as primary administrator of BlackBerry Server, and leveraged sharp organizational skills to issue, track, manage, and maintain all BlackBerry devices.

         Coordinated installation and upgrade of 1,100 thin client desktop workstations and held full accountability for associated technical training.

         Installed security software on laptops and mobile devices to safeguard critical and sensitive data.

Duke Energy North America, Moss Landing Power Plant, Monterey, California, 1999 to 2005

Systems Analyst III

         Supported more than 400 end users by troubleshooting, diagnosing, resolving, and maintaining desktops, servers, network, and telecom systems.

         Delivered technical training to scientists, plant operators, electricians, and administrative staff in use of paging systems, satellite phone system, Lotus Notes, and personal data devices.

BS, Information Systems Management

University of San Francisco, San Francisco, CA

AAS, Applied Science in Computer Applications

Heald College, Salinas, CA

ITILV3 Certification

Lean IT 1 and 2

CompTIA Security+, CE Certification (needs renewal)

MCP Windows Server 2012 (needs renewal)

SharePoint Boot Camps (version 2007 & 2010)

Certified Information Assurance Officer, Department of Defense

Content Security Manager Course, US Northern Command

Defense Information Systems Agency Video Teleconferencing Level 3

Project Management and C++ Programming, Colorado Technical College

Graduate, IT Network Academy, Cochise College, El Paso, Texas

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0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ● abc@xyz.com

DATE

HIRING AGENT NAME

TITLE

COMPANY NAME

ADDRESS

CITY/STATE/ZIP CODE

Dear__________________:

Please accept this letter and accompanying resume in application for the Technical Training Specialist opportunity (Job ID: 132184) that is currently available with Evoqua Water Technologies LLC. In advance, thank you for your time and consideration.

In addition to having a Bachelor s degree in Information Systems Management, I bring to you outstanding expertise in conducting training needs assessments, proficiency in developing and delivering technical training programs, and strong skills in collaborating with relevant stakeholders to optimize cohesive efforts and training outcomes. I m able to capitalize on leading technologies to maximize learning and instruction, and am highly regarded for my polished presentation skills. My extensive experience in delivering technical training for numerous applications will prove to be a valuable asset to your company. To complement these qualifications, I offer an excellent blend of planning, scheduling, communication, and analytical skills which would be vital in this role.

As an influential addition to your organization, you will find that I am remarkably positioned to guide Evoqua in not only attaining, but exceeding its goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you in the near future.

Sincerely,

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