✓ Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs.✓ Updated training coursework and requirements according to group and technology changes.✓ Developed curricula, instructions, documentation and written tests for AWS training courses.✓ Created curricula, instructions, documents and written tests for various types of training courses.✓ Prepared and delivered sleek and professional hands-on demonstrations to explain product benefits.

✓ Collaborated with bid project team to assemble proposals and produce customer-facing materials.✓ Created technical diagrams for proposals using MS Visio.✓ Translated client requirements into documentation for product managementteams, producing all necessary ephemera.✓ Communicated directly with potential customers, fielding initial calls to elicit full business proposals.✓ Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.✓ Wrote training manuals for SYKES employees and Solution Engineering positionsaccording to strict company guidelines.✓ Proved successful working within tight deadlines and fast-paced atmosphere.✓ Participated in all phases of system development life cycle, from requirementsanalysis through system implementation.✓ Used consultative sales approach to understand and meet customer needs.

✓ Negotiated and closed long-term agreements with new clients in assigned territory.✓ Developed and promoted successful company sales and account management personnel into leadership positions to drive company growth.✓ Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.✓ Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.

✓ Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.✓ Patched software and installed new versions to eliminate security problems and protect data.✓ Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.✓ Provided on-call support for critical Microsoft issues related to MS Office and MS Windows.✓ MS Office Expert (2nd level support for MS Office)

✓ Diagnosed and executed resolution for all network and server issues.✓ Resolved issues and escalated problems with knowledgeable support and quality service.✓ Monitored Windows Servers and network devices to resolve technical problems quickly.✓ Patched software and installed new versions to eliminate security problems and protect data.

✓ Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.✓ Explained technical information in clear terms to non-technical individuals to promote better understanding.✓ Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.✓ Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.✓ Documented all transactions and support interactions in system for future reference and addition to knowledge base.

✓ Diagnosed and resolved hardware, software and network problems and replaced defective components.✓ Supported users both local and by phone with problem resolution and education.✓ Troubleshot hardware and software to determine and rectify network problems.