Management Software
Resume:
Susan Marano
Tomkins Cove, NY 10986
*****.******@*****.***
Experience
Post University: Jan 2012 – Nov 2012
Associate Professor – Computer Information Systems
Taught the following classes:
• Intro to Computers
• Computer Ethics
• Technical Writing in CIS
• Programing Fundamentals
• Systems Analysis and Design
• End User System Design
• End User Computing
• Web 1
• Intro to Information Technology
Wrote the following Classes:
• Technical Writing in CIS
• Computer Ethics
• Project Management 1
• Honors Intro to Computers
• Decision Support/Expert System
• Intro to Information Technology
Teksystems ESPN Client Site: July 2011 – Nov 2011
Project Tech – Temp Contract
• Managing all aspects of repair work flow including open repairs prioritization, case management
and service part order management.
• Work with Altiris which is used for enforcing software licensing compliance, security standards,
energy usage. Also a Apple Certified Portable Technician
SunGard Higher Education University of Bridgeport Client Site: March 2008 – Nov
2010
User Services
• Solely responsible for supporting 200+ Apple users. Rolled out Apple laptops and desktops,
repaired Apple hardware and software products such as Final Cut Pro.
• Managing all aspects of repair work flow including open repairs prioritization, case management
and service part order management.
• Installed and supported Adobe products CS to CS 5 Master Collections and Microsoft Office
including Entourage.
• Work with Altiris which is used for enforcing software licensing compliance, security standards,
energy usage. Also a Apple Certified Portable Technician
• Responsible for controlling the process of ensuring accurate, timely technology support and
problem resolution to internal and external customers.
• Resolving complex and everyday service requests relating to desktop, server, and network
hardware and software problems and malfunctions; interacting and consulting with clients to
manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries; and
assisting in the implementation of desktop hardware and software.
• Supervises and coordinates the activities of workers who provide problem solving support.
• Scope of accountability spanned strategic planning, team building and leadership, project and
program management, risk assessment, issue resolution, change management, process
improvement, creation of Service Level Agreements (SLAs), and customer and partner
relationship management.
Westchester Fairfield Hebrew Academy CT: March 2007 – December 2007
Senior Trainer/IT Support
• Responsibilities include hardware and software troubleshooting and diagnosis, as well as basic
product training.
• Maintained 250+ Apple laptops and desktops and rolled out 100 Apple laptops and desktops.
Repairs of Apple hardware and software products, managing all aspects of repair workflow
including open repairs prioritization, case management and service part order management.
• Designed and rebuilt campus-wide infrastructure including Cisco WAPs and switches, Windows
servers and Sonicwall firewall.
• Created, maintained and taught computer courses to staff and students.
• Created, maintained and utilized audio and visual media for classroom use.
Brunswick School CT: July 2006- March 2007
Technology Support Specialist
• Responsibilities included hardware and software level 1 and 2 helpdesk, as well as student and
faculty training.
• Maintained 300+ Apple laptops, 2 mobile labs, and 3 desktop labs.
• Repairs of Apple hardware and software products, managing all aspects of repairs including open
repairs prioritization, case management and service part order management.
• Providing technical support for in-house systems, including computer labs.
• Tracking order and repair status.
Lake Microsystems: Lake Hopatcong NJ: June 2003 – June 2006
Senior Technology Trainer
• Implemented and delivered training courses including materials to the business units.
• Worked with individual departments to come up with training strategies.
• Created, maintained and utilized audio and visual media for the training courses.
Ramapo College of New Jersey, Mahwah NJ: Jan 2000 - May 2003
Assistant to the Systems Administrator
• Solely responsible for installation, configuration and support of over two hundred Apple computers
in a busy educational environment.
• Trained Faculty and staff and managed junior technicians.
• Built and managed art department website at New Jersey’s flagship liberal arts college.
• Assistant to the Webmaster, Marketing and Institutional Advancement, Responsibilities included
design of web tours, creating press releases, campus events, movies for web and other
information on the web.
Hardware:
Windows Laptops/Workstations/Servers; Mac laptops/workstations; Windows Internet server; PC
upgrades to Memory/CPU/etc.
Software:
Mac O/S Tiger/Leopard/Snow Leopard/Lion/ Mountain Lion; Linux; Windows operating systems (Server
2008) & (Workstation: Windows Vista/XP/7); Microsoft Office 2007/2010;Sharepoint; DataTel Webadvisor;
Moodle; Final Cut; Audacity; Appleworks; Quicktime Pro; Adobe Suite
(Photoshop/Acrobat/Illustrator/Flash/Dreamweaver/Premiere); SPSS.
Misc.:
WebCT; Blackboard; Angel; Mac Certified; Helpdesk manager; Apple Certified Portable Technician
(ACPT); Webmaster; Survey Monkey
EDUCATION
MA, Education w/ Concentration in Instructional Design, Post University, Waterbury, CT
BA, Communications w/ Concentration in Graphic and Web Design and BA, Fine Arts w/ Concentration in
Visual Arts, Ramapo College of New Jersey, Mahwah NJ
Photography and Related Media, School of Visual Arts, New York NY
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