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Implementation Specialist Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Career Overview
Technically-advanced information technology specialist successful in software administration and data communications. Able to quickly understand and support any software system with a focus of helping the end-user understand how to use that technology.
Qualifications
  • Technical help desk experience
  • Programming and design skills
  • Strong analytical skills
  • Cross-tier components implementation
  • Proficiency in TCP/IP protocols
  • Project management
  • Strong collaborative skills
  • Document management
  • Customer needs assessment
  • Excellent problem solving skills
Technical Skills
Windows support Troubleshooting & Instruction 25 Daily
Mac OSX and iOS Troubleshooting & Instruction 15 Daily
MS Office (additionally OpenOffice, LibreOffice) Troubleshooting & Instruction 25 Daily
Accomplishments
Leadership
  • Served as leader of global group project for documenting and streamlining workload for Technical Support Team Managers
  • Served as manager in Telesales on short term project to bring the organization back to and exceeding outlined goals
IT Training
  • Successfully trained personal customers (own business) on how to use any and all technology that they own. This includes operating system troubleshooting, installs, and application support for anything from handheld devices to computer systems to televisions.
  • Developed new training for support line technicians on how to troubleshoot technical questions and customers/clients.
Project Management
  • Built a server and developed a database for tracking multiple source information to allow a community of managers to collaborate on centrally held documentation.
  • Organized timeline with stakeholders and delivered on project goals ahead of schedule
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Work Experience
Implementation Specialist, 10/2015 to Current
Lpl Financial Services Kenosha, WI,
  • Responsible for teaching business owners and payroll administrators how to manage payroll, keeping in mind their objective of complying with tax law while compensating employees
  • Developed training documents for both technicians and sales staff to help them understand how to use software components
  • Requires a very high attention to detail and management of clients at different stages of implementation -- each client is an individual project that I must manage anywhere from one month to three months
Database Technician, 04/2006 to 10/2007
Computer Services, Inc. Pittsburgh, PA,
  • Managed servers and database information for all California race­tracks managed by Scientific Games.
  • Responsible for tracking bets, horses, odds, and payouts and ensuring that information entered was accurate.
  • Assisted in the development of a best-practices database and began the development of training materials for new-hires.
Team Manager, 04/2000 to 03/2006
Lifedesigns Columbus, OH,
  • Call Center Manager for inbound technical support center.
  • Oversaw the day to day operations for Tier 1 and Tier 2 technical support agents.
  • During tenure, managed multiple projects including overhaul of inbound telemarketing team, new agent training, and call center reporting Established a performance based culture where all participants clearly understand expectations Managed project to document Team Manager's position, built database for tracking information, ran global conference calls gathering information, and delivered presentation with improvements that impacted sales, customer quality, and duration performance worldwide Trained staff on troubleshooting basics; primarily, the training focused on asking the right questions to aid in the troubleshooting process Received 2 team manager of the month awards for exceeding performance expectations Earned 21 WOW (Wonderfully Outstanding Work) Awards - most for any Team Manager in AppleCare, and is recognized by peers for going above and beyond Earned 11 sales awards and 5 Team Customer Service Awards, as well as 3 performance management awards Created training programs dealing with sales performance and customer service.
  • These weredelivered world­wide.
Education and Training
Bachelors Degree: Information Technology, Expected in 2005
to
University of Phoenix - ,
GPA:
Information Technology
Certifications
Expert level in all Microsoft Office applications Apple Certified Desktop Professional
Languages
Bi­lingual, excellent communication skills in both English and Japanese
Skills
ADP, Apple, ascend, Bi, Call Center, coaching, excellent communication, client, clients, Customer Service, database, English, hiring, Japanese, Macintosh, managing, all Microsoft, Office applications, Windows, migration, network, next, organizational, payroll, performance management, policies, problem solving skills, processes, quality, reporting, sales, Scientific, servers, supervisory, Tax, technical support, Telemarketing, training materials, training programs, troubleshooting

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Resume Overview

School Attended
  • University of Phoenix
Job Titles Held:
  • Implementation Specialist
  • Database Technician
  • Team Manager
Degrees
  • Bachelors Degree

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