Customer Service Support
Resume:
DIANA SOCASH
303-***-**** Broomfield, Colorado 80023 *******@****.***
SUMMARY
High energy, insightful Communications Specialist with an extensive background in phone troubleshooting
support relating to hardware. Versatile customer service professional with global support experience.
Demonstrated ability to leverage troubleshooting skills on personal computer (PC) hardware and software
applications, including Windows platforms and Adobe products. Proven effectiveness in both one-to-one and
public interaction, with a wide range of on-air radio experience. Thrives in a fast paced environment and
strives to improve the business process in any way possible.
TECHNICAL PROFICIENCIES
IT Environment/Hardware:
Self checkout and Point of Sale products; Window XP Professional and Windows 2000 Professional Platforms;
IBM Machines 4694, 4840 and 4800 registers; Secure ID Token; 4610 T series Printers; 2CR/NR series
printers.
Communications Environment:
Adobe CS6 Suite Software applications; Radio engineering and board operations.
Certifications: Microsoft Certification, A+ Certification, Hardware Certification
PROFESSIONAL EXPERIENCE
Contract work 2012-2013
Information Technology
Windows 8 install for Wells Fargo
Provided full upgrade and install of Windows 8 on Dell machines. Tested and provided onsite
support for customers of the upgrade.
Software upgrades to Dell machines for QEP/temporary 1 month assignment.
.
IBM, Boulder Colorado 2006-2011
POS Remote Support Specialist
Provided a wide range of support for national and global POS platforms….over 5000 # of customers; shifts;
for Self Checkout/POS technical support in division 48, supporting Alexandria and Baltimore SCO lane
models, Win XP and 2000 platforms, registers, Symbol hand held scanners, and hand held wireless devices.
• Received 2007 IBM Best of Services award for Outstanding Customer Service. Received award for
several high level feedbacks from nationwide customers as well contributing the highest number of written
documents and procedures to the Customer documentation database.
• Second place winner for IBM world wide video contest for “Going Green”, recognized for creating
and, shooting footage of IBM’s brand new Green data center in a humor related 2-3 minute video. The
video premiered at the world Environmental conference in Hong Kong and was viewed by over 1 million
people
• Maintained a 100% IBM audit ready posture for 5 years straight as well as a 100% rating for call quality
by team lead and management.
IBM Global Services Division, Boulder Colorado
Global Services Customer Service Specialist 2000-2006
Provided worldwide phone and remote virtual support such as Cisco Systems, JP Morgan Chase, Washington
Mutual, and Johnson & Johnson for Global End User Services.
• Entrusted with troubleshooting and help desk support for various computer software/hardware problems
for top tier client or over 100,000 national clients.
• Ensured customer satisfaction by supporting Outlook 97, 2000, 2003 Office Suite, Internet Explorer 4.0,
5.0, and 6.0, Win 95, Win NT, Win 2000, Win XP, and OS2 operating systems, bank applications such as
Visual Banker and Loan Works.
• Videography
• Shot /edited and produced training video for CCASA
• Associate producer for demonstration video for 'Slipnot'
DIANA SOCASH Page Two
• Provided high level phone, security and virtual support of wireless platforms, and remote access support
for customers in Europe, the Middle East, Asia and Australia. Support covered 3,000 customers and over
2000 customers on wireless networks.
710 KNUS NEWSTALK
Executive Producer: Producer of Gil Whiteley show 2005
Produced show segments, booking guests and spots, editing commercials and filling in as talent for host.
Applications include Cool Edit. Internship that resulted in a regular contribution.
FOX 31 DENVER: KDVR scope 2005
Assignment Desk Internship
Assignment Desk, researching news stories, monitored police and fire updates for local and statewide issues,
studio tele-prompter, assistant to reporters and anchors on location and in studio.
KGNU scope
Radio duties (Volunteer) 2009-current
Wrote and co hosted live news for air for the Morning Magazine program. Current host for Monday afternoon
Metro Drive segment, including board and system operations, on air announcements, weather and news
updates, and after show calls from listeners. Additional contributions to the station include board operations
for other shows, and interviews produced, recorded and edited. Applications include Cool Edit.
EDUCATION
BA, University of Colorado, 1996
PROFESSIONAL DEVELOPMENT
Voice Over and Vocal Range Training, Boulder Digital Media Arts, 2010
Radio and television broadcasting and media technology, Ohio Center for Broadcasting, 2005
Cisco CCNA Networking Program Router, switch manual setup and configuration, network planning
Front Range Community College, 2002
Outlook 2000 seminar, Windows 2000 Road show, and computer-based training programs.
Network Support Program, Front Range Community College, 1999
Radio and TV Broadcasting program, Career Development Center, 1987
PROFESSIONAL AND COMMUNITY AFFILIATIONS
IBM Bluemasters Public Speaking Club President August 2007 – July 2008.
Boulder Classical Guitar Society performing and fundraising
Broomfield Self Start Guitar Performance Group, performer and hostess.
Rocky Ridge Music Festival, student performance and participant
KGNU Independent Community Radio
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