Desiree Lackey Email & Phone Number

United States

Cary, North Carolina

I have extensive experience in designing, developing, and implementing training solutions for various industries, which includes the legal and software professions. I possess the following attributes and qualifications:• Experience in designing and developing training materials, including instructor-led materials, job aids, On Demand training, and Quick Reference Guides• Ability to apply adult learning principles and incorporate this into curriculum design and development• Technical aptitude to be able to quickly learn new software • The skills needed to collaborate with subject matter experts and managers to help write and develop job specific content• Excellent project management, communication, and organizational skills• Ability to use multiple learning methods to match the appropriate methods with the subject matter• Familiarity with various online learning technologies (Captivate, Storyline, Camtasia)

Coordinate all aspects of training including registration, check-in, facility maintenance, course record keeping, and creation of certificates of completion. Train agents of all skill levels to utilize software such as Microsoft Office, proprietary software, Intranet, and industry specific Internet sites. Provide helpdesk support for agents, troubleshooting problems with wireless connections, email accounts, printers, and software utilization. Develop and maintain training manuals and handouts. Publish e-mail newsletter showcasing upcoming classes and computer tips.

Managed access to the company website and Intranet. Configured network and email access as requested. Trained all management, staff and agents to use the local and national company websites, Intranet, LeadRouter software, and e-mail system then provided ongoing support for same. Assisted in the redesign and rebuild of the company local website and Intranet. Managed customer leads submitted from various websites and assigned them to agents. Assisted customers relocating into the area by providing them with information about our region. Provided backup support for front desk staff by routing phone calls and assisting walk-in clients with their needs.

Performed Tier 1 and 2 troubleshooting analysis of servers, workstations and associated systems by telephone and desk-side assistance for internal customers. Assisted with the configuration of laptops, client workstations and servers. Installed, configured, and maintained network services, equipment and devices. Administered ID's and passwords, provided directories and gave rights to clients within Novell and Windows NT Servers. Utilized call management tools such as Yosemite and Tivoli Problem Management software. Repaired mechanical and electronic equipment and PC's at external customer sites. Trained clients in the use of printers, scales, Symbol scanners and software applications such as Microsoft Office, UPS proprietary software, other vendor software and mainframe applications. Conducted classroom training about UPS shipping solutions and assisted with upgrades to client PC software.