Ask IT Career Coach

I need help on how to update my technical skills since I haven\'t worked in the field since 2001.
I took a break and just had clerical jobs while my children were babies, but now I want to restart my career but not sure how do it.
I know the skills listed on my resume are outdated and Im not really sure the the Hottest technical skills are at this time.
I found a site where i could learn SQL, VB and some web development tools but Im not sure if this will help me or not.
HOw do I find how whats hot and gain knowledge without having to go back to school.
Heres my career plan.....get an entry level tech support job or implementation specialit job and then work my way up to (1) Software Q&A Analyst, (2) Systems Analyst and my dream job is to become a Project Manager.
Can you please help me. I\'m attaching a copy of my resume for you to see my current skills and offer some advice.

Analytical Skills, Telephone Skills, Computer Literate, Communication Skills, Organization Skills
Operating Systems/Networking
Windows 7, Windows Vista, Windows 2000, Windows NT Server/Workstation 4.0, OS/2 Warp 3.0
Windows 95, Windows 3.1, Novell 3.1/4.x
Token Ring, Ethernet, TCP/IP, IPX/SPX, and Netbeui

Microsoft Office 2007, Microsoft Office 95-2000, Support Magic Solutions, Vantive, Remedy, Microsoft Outlook/Exchange, Quattro Pro for Windows, Internet Explorer, Netscape Navigator, Netscape Communicator, Frontpage 97, Ghost 3.0 - 5.1, FaxWorks Pro for OS/2, MCAFEE, Intel LanDesk Virus, Sytos Plus, Winzip 6.2, Acrobat Reader, Timbuktu Pro and various proprietary software

Emachine, IBM, Dell, NEC, Compaq, UNISYS, HPJ4580,
West At Home LLC Carrollton, GA Dec 2008 – Present
Customer Service Agent/Data Entry Clerk
• Answer incoming calls for Conferencing Solutions Client
• Enter client information into conferencing database
• Connect speakers, leaders and participants to appropriate conference call
Randstad Staffing Agency Carrollton, GA Aug 2005 – June 2006
Paint Department Data Administrator
• Prepared, updated and distributed daily reports to management for continuous improvements
• Charted Paint department performance objectives, created new forms, data management spreadsheets and reporting formats as required by the department
• Assisted the Paint Department in clerical functions such as typing and photocopying
Carroll County DFCS Carrollton, GA Dec 2003 – May 2004
Social Services Program Assistant
• Performed clerical duties to assist staff with ongoing/closed case files
• Accepted and recorded cash transactions from clients
• Served as backup receptionist on a rotation basis with other clerical workers
• Maintained services file room, handled customers and typed lengthy narratives for management
Apex Systems Inc. Atlanta, GA Jun 2001 – Dec 2001
Technical Support Analyst
• Provided administrative support for network logins
• Provided technical internal support for 600 employees with TBS applications
• Provided support for MS Office Outlook, Win 95,98, and 2000 issues
Ceridian Employer Services Atlanta, GA Sep 1999 – Aug 2000
Application Support Analyst
• Worked as a team member to provide proactive account management support to Source 500 customers
• Worked with district Production Associates to resolve processing issues
• Worked with CTS to coordinate customer tax filing needs
Sykes Enterprises Atlanta, GA Feb 1999 – Sep 1999
Response Line Analyst
• Accepted inbound/outbound calls, troubleshooting customer products/services and applications in a banking environment utilizing Windows NT
• Skilled in troubleshooting connectivity- Lan problems with NetOp utility
Lithonia Lighting Conyers, GA Apr 1996 – Feb 1999
Implementation Project Coordinator
Systems Support Specialist 1st & 2nd Level
• Handled incoming software support issues for 600+ users with Lithonia Lighting’s proprietary software for: order-entry, order processing and billing applications in a Windows 95/3.1, NT 4.0, and OS/2 environment
• Provided on-site technical support service and troubleshooting
• Implement, set-up, and support Internet connectivity for remote sites
• Provide E-mail Administration support for new users
• Coordinated and scheduled server/client upgrades for over 100 agents on OS/2, Windows 95, and NT platforms
• Conducted training sessions for new employees and team members
• Implemented on site conversions from Windows 3.1 to Windows 95 and Windows 95 to NT 4.0, also implemented OS/2 server application
• Developed on-site training plans for agency employees
• Performed Q&A testing on proprietary software
• Installed network and stand-alone devices: printers, RAM, system board, network cards and hard drives
• Support LAN/WAN connectivity via Novell and NT
Lithonia Lighting, Conyers, GA
Systems Support Specialist - 1st Level
• Resolved first level issues for Lithonia agents in a Windows 3.1/ 95 and NT environment
• Logged calls in Support Magic call logging system and routed customer calls to appropriate territory representatives
• Participated in on-call rotation and responded to problems which occurred during non-business hours via pager
• Migrated agents from Windows 3.1 to 95 and NT 3.5 to 4.0 operating system by utilizing the Ghost program
• Implemented and supervised the setup of Canadian warehouse facility by configuring IBM computer systems, connecting US Robotics Courier V.32 modem, installing the warehouse software and establishing server connection with the Lithonia agency
• Windows 95/Microsoft Word 6.0
• FrontPage 97
• Installing and Configuring Windows NT Server 4.0
DeVry Institute of Technology Atlanta, GA 1992
BS Computer Information Systems

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