Support and train support personnel.

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Documentation Specialist• Wrote user manuals & installation guides for multiple software products• Created sales documents to assist sales force with presentations• Created a website for clients to download manuals and installation guides• Worked with team to create company wide documentation standardsTier 2 & 3 Support• Mentored the Help Desk employees on problem solving and trouble shooting• Assisted Help Desk when they were unable to meet customer… Show more Documentation Specialist• Wrote user manuals & installation guides for multiple software products• Created sales documents to assist sales force with presentations• Created a website for clients to download manuals and installation guides• Worked with team to create company wide documentation standardsTier 2 & 3 Support• Mentored the Help Desk employees on problem solving and trouble shooting• Assisted Help Desk when they were unable to meet customer needs• Provided One on One Training for Help Desk employees on various product related topics, usage and industry knowledgeHelp Desk Coordinator• Wrote SOP Manual for Help Desk• Wrote support documentation for Help Desk • Defined metrics and established measurement methods for Help Desk employees• Set up weekly Training Meetings for Help Desk employees• Notified customers of new versions, patches and updates of product• Assisted with daily customer support Show less

Alphanumeric Systems, Inc. (ASI) Raleigh, NC, 2004 through 2005• Created a Help Desk to support ASI Customers• LCS Supervisor-Help Desk• Selected and implemented Help Desk Ticketing System• Hired & trained new employees for Help Desk• Trained existing employees on new products & procedures• Worked with potential clients to determine their Help Desk needsASI at Glaxo Smith Kline (GSK), RTP, NC 1995 through 2004 Help Desk Supervisor 2002 through… Show more Alphanumeric Systems, Inc. (ASI) Raleigh, NC, 2004 through 2005• Created a Help Desk to support ASI Customers• LCS Supervisor-Help Desk• Selected and implemented Help Desk Ticketing System• Hired & trained new employees for Help Desk• Trained existing employees on new products & procedures• Worked with potential clients to determine their Help Desk needsASI at Glaxo Smith Kline (GSK), RTP, NC 1995 through 2004 Help Desk Supervisor 2002 through 2004• Managed GSK’s internal Help Desk• Hired, fired, scheduled, trained and performed performance reviews for a staff of 27 Help Desk analysts and 3 Team Leads• Created and monitored metrics reports for the Help Desk• Grew Help Desk from 90,000 to 150,000 calls• Maintained the Golden Master for all Sales Force PC’sTeam Leader GSK Help Desk, 1998-2002• Coached and monitored Help Desk analysts • Monitored and addressed client feedback, resolved customer complaints and performed random customer satisfaction surveys • Acted as second level support for Help Desk analysts• When new applications were introduced wrote training documents, created plan to train Help Desk analysts and selected analysts to become product knowledge specialistsRegional Hub Analyst, 1997 through 1998• Started Regional Sales Office Help Desk• Provided first and second level support to GSK’s Regional Sales Offices• Wrote documentation for software used in Regional Hubs• Taught classes on use of Sales Force Software• Traveled to other sites converting Regional Sales Offices from Macs to PCSales Force Help Desk Analyst, 1995 through 1997• Provided first and second level support to sales force• Trained new employees• Wrote procedures for computer usage Show less