Seasoned Help Desk Professional and Technical Trainer. Superior training, troubleshooting and communications.

COMPANY	POSITION HELD	DATES WORKED
Infinity Property and Casualty	(Confidential)	11/1998 - 6/2007
Bellsouth.Net	(Confidential)	7/1998 - 9/1998
Oglethorpe Power Corporation	(Confidential)	8/1997 - 4/1998

SCHOOL	MAJOR	YEAR	DEGREE
Montpelier High School	General	1982	High School/GED Degree

Highlights:

Hired as Level I Support Specialist supporting RateRite, Messenger II Rating, and M2 Download for Windsor Auto. Handled 4,000-6,000 support calls per year with over 90% resolution. Became Download Administrator for Windsor Auto in 2000. Administered setup and maintenance of agency download accounts to agents using the IVANS network. Also became Help Desk’s software tester for M2 Rating. Duties expanded to include Atlanta Casualty software when Windsor merged with Atlanta Casualty in 2000, and Infinity and Leader software when Infinity took over in 2003. Began to assume training assignments starting with field support for agents in 2000. Performed classroom and individual training frequently starting in 2005. Promoted to Level II Help Desk Specialist in 2006, adding administrative functions such as callback approval and support of escalated issues to other current duties.

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

Level 1 and 2 Help Desk support. Primary support contact for Agency Management Downloads. Primary Help Desk trainer and software tester.