Sue DeGroot
Augusta
Summary
A technology and business analyst with over three years of experience in providing classroom and remote based training for desktop applications, including Windows, Mac OS, E-mail, and Microsoft Office products. Skilled in developing and delivering training programs for various judicial applications and systems, such as case management, document management, and electronic filing. Proficient in analyzing feedback from trainees, evaluating effectiveness of training, and recommending course design and delivery improvements. Experienced in assisting the technical staff and the VB/SC Operations Manager with various tasks, such as scheduling, logistics, quality assurance, and change control. Adept at resolving tier-2 application support issues and creating test cases in applications. Excellent communication, presentation, and interpersonal skills. Results-oriented Internal Case Processing Lead with track record of success in resolving technical problems and providing support for wide range of hardware and software systems. Adept at troubleshooting complex technical issues and providing hands-on support to users. Possesses excellent customer service and time management skills.
Overview
3
3
years of professional experience
Work History
Internal Case Processing Lead
MJB Violations Bureau/Service Center
10.2020 - Current
- Prepared and delivered application training programs to various groups at the Violations Bureau in Lewiston
- Provided answers to subject matter questions during training sessions and made presentations at staff and supervisor meetings, and other meetings
- Delivered follow-up training in person or remotely to the MJB staff and maintained a database record of training attendees
- Maintained a list of questions asked by trainees and answers to such questions, and updated training materials as needed
- Created test cases in applications for users and as required by the training program curriculums
- Assisted the technical staff by providing training support during times of software and hardware upgrades and implementations
- Assisted the Operations Manager and Superviors with the development of schedules for technology training and evaluating effectiveness of training and analyzing feedback from trainees to recommend course design and delivery improvements
- Assisted with logistical arrangements for all technology-training activities and in developing and implementing application-training plans for both new and existing Judicial Branch applications
- Assisted in maintaining written training materials and manuals designed and prepared for the implementation and use of applications
- Assisted in validating training materials including the manuals, handouts, training databases, and presentation tools prior to delivery of training program
- Assisted with development of appropriate training methods in consultation with OIT staff and the VB/SC Operations Manager and Supervisor.
- Assisted in development of on-line help features, training videos, and other training resources as needed
- Traveled to our office and other training sites as needed to provide training and on-site support
- Resolved all assigned tier-2 application support issues in accordance with established priority timeframes
- Participated in Change Control Group sessions as needed
- Performed quality assurance testing of Judicial Branch applications in consultation with the QA Lead or the VB/SC Operations Manager.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
- Analyzed user requirements and developed solutions to meet needs.
Education
Bachelor of Science - Criminology
University of Southern Maine
Portland, ME1992
Skills
- Desktop applications:
- Windows, Mac OS, E-mail, Microsoft Office products
- Judicial applications: Case management, document management, electronic filing
- Training tools: Online help features, training videos, presentation tools
- Quality assurance tools: Test cases, validation methods
- Communication skills: Verbal, written, presentation
- Interpersonal skills:
- Teamwork, collaboration, feedback
- Database Management System Software
- Information Processing
- Problem Analysis
- Hardware and Software Updates
- User Account Management
- Overseeing Employees
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 3 in the development of VB Odyssey Manual.
- Supervised team of 5 (courtroom) staff members.
- Documented and resolved Odyssey Form which led to correct version of forms to print and be edited by staff.
- Achieved VB Zoom Courtroom Hearings through effectively help from the CTA's (Hosts).
Timeline
Internal Case Processing Lead
MJB Violations Bureau/Service Center
10.2020 - Current
Bachelor of Science - Criminology
University of Southern Maine
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