Robert McElman
Sugar City,CO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Technical Suppoert/ Trainer
Home Inspector Pro
08.2021 - Current
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Educated clients on proper use of products and systems.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
Application Support Specialist
Arkansas Valley Regional Medical Center
09.2019 - 01.2020
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided training to end users on new and updated systems and software.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
- Maintained secure environments by enforcing adherence to best practices in data management and access control policies.
NOC Team Lead
Secom
08.2017 - 08.2019
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Customer Support Engineer
Synoptek
07.2017 - 07.2017
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Demonstrated exceptional analytical skills by diagnosing complex software issues promptly and escalating them when necessary.
- Answered incoming support inquiries via chat, phone and email.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
Remote IT Specialist
CenterBeam
02.2009 - 09.2014
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
Training Coordinator
Innovatia
04.2008 - 11.2008
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
Lead Training Specialist
Stream Global Services Inc.
11.2005 - 04.2008
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training for [Number] employees.
- Teamed with [Number] managers to brainstorm ways to enhance and improve training effectiveness.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Created training schedules for trainees and presented weekly training programs.
- Identified skill gaps within the organization, developing targeted training initiatives to address these needs effectively.
- Managed a team of trainers, fostering a collaborative environment conducive to professional growth and development.
Education
Associate of Arts - Television Broadcasting
Loyalist College of Applied Arts And Technology
Belleville, On05.1995
Skills
- New Hire Training
- Planning and coordination
- Creative Problem-Solving
- Training Needs Analysis
- Curriculum Planning
- Course Development
- Online Training Tools
- Coaching and Development
- Critical Thinking
- Adult Learning Theories
Certification
MCDST
MCITP
Microsoft Certified Professional
Timeline
Technical Suppoert/ Trainer
Home Inspector Pro
08.2021 - Current
Application Support Specialist
Arkansas Valley Regional Medical Center
09.2019 - 01.2020
NOC Team Lead
Secom
08.2017 - 08.2019
Customer Support Engineer
Synoptek
07.2017 - 07.2017
Remote IT Specialist
CenterBeam
02.2009 - 09.2014
Training Coordinator
Innovatia
04.2008 - 11.2008
Lead Training Specialist
Stream Global Services Inc.
11.2005 - 04.2008
Associate of Arts - Television Broadcasting
Loyalist College of Applied Arts And Technology
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