·Eight years experience as a Computer Software Trainer teaching computer applications and customer service skills to adult end users through face-to-face instruction and computer-based distance learning.
·Fifteen years experience in document creation and book publishing, including writing, editing, proofreading, and desktop publishing of technical and non-technical subject matter using standard industry software applications.
Computer Training (8 years)
·Trained adults in the use of Microsoft Office applications (Word, Excel, Outlook, and PowerPoint), Internet Explorer, Windows operating systems (7, Vista, XP), United Healthcare Group applications, U.S. Census Bureau software, NetDocuments, GroupWise, Open Office, and WordPerfect.
·Employers: Convergys Corporation, Adecco Engineering & Technical, Ramsey Enterprises, Vangent, Parsons Behle & Latimer, and BrainStorm.
Technical Writing/Editing (15 years)
·Wrote user guides and reference manuals—including tables of content, indices, glossaries, and graphics—and online help files. Created training outlines, training handouts, and detailed reports with supporting charts. Updated specification documents, converted audio files to written documents, and performed digital printing.
·Employers: Parsons Behle & Latimer, Mike Watson Institute, Parlant Technology, Who Blue Resources, Wicat Systems, Waterford Testing Center, Weidner Communications, Word Perfect Corporation, and National Applied Computer Technology.
Help Desk / Technical Support (3 years)
·Worked as an Answer Desk Technician (online chat and phone), Help Desk Technician (email, phone, and in person), and Tier 1 Word Support Technician (phone). Also trained as a Windows XP Support Technician. Answered customer questions and resolved software/hardware issues.
·Employers: Convergys Corporation and Parsons Behle & Latimer.
Desktop Publishing (3 years)
·Formatted Environmental Impact Statements and Environmental Assessments for SWCA; created indices using Word and FrameMaker; proofread, edited, and formatted prepress manuscripts using QuarkXPress; created and maintained mailing lists in Word and Excel.
·Employers: All Seasons Staffing Services (SWCA) and Med World Publishing.
Customer Service (2 years)
·Offered technical customer service via the Microsoft Answer Desk and Microsoft Signature Training. Answered product questions and performed troubleshooting; also handled billing matters for cable television / Internet service providers.
·Employers: Convergys Corporation, Adecco Engineering & Technical, Vangent, and Veracity Communications.