Customer Service Engineer

Arthur Bracco, Page *

ARTHUR BRACCO

** ****** ******, ********, ** 11201 • 917-***-**** • ******.******@*******.***

SUMMARY

Relationship builder and problem solver excels at all forms of communication. Seasoned,

friendly professional brings out the best in people. Known for memorable explanations, clear

instruction and providing essential technical documentation.

KEY ACCOMPLISHMENTS

• Ensured the successful automation of employer's 100 year old reporting and

receivables systems, facilitating needs assessments, requirements gathering, user

acceptance testing, quality assurance testing, end user acceptance, and training.

Performed radical, conclusive troubleshooting throughout.

• Wrote, edited and published end user guides for two proprietary software releases.

• Produced several plays in New York City.

• Published short fiction in a national travel & leisure magazine.

EXPERIENCE

SYSTEMAX/GLOBAL COMPUTER SUPPLIES, PORT WASHINGTON, NY APR 2012 TO SEPT 2012

BUSINESS TO BUSINESS ACCOUNT MANAGER

Sales and direct marketing of networking hardware, notebooks, servers, desktop computers, software and

peripherals. Exceeded quotas, closed two 'big deals,' qualified several major prospects, and won customer

loyalty with extraordinary customer service and people skills.

FREELANCE IT CONSULTANT, NEW YORK, NY JUN 2011 TO APR 2012

Serving 501(c) non-profits and other small businesses in and around New York City.

Customer Service Investigations / Digital Asset Archiving / Content Management System Maintenance /

Operating System Upgrades

IATSE INTERNATIONAL, NEW YORK, NY FEB 1993 TO JUN 2011

Entertainment Industry Service Organization

INFORMATION TECHNOLOGY ADMINISTRATOR

Responsible for all top-level IT operations. Supported boom from 70,000 to 110,000 members over fifteen

years. Introduced technology standards to 350 affiliate offices. Major roles included Project Administrator /

Systems Administrator / Trainer / Help Desk Engineer / Security Engineer / Technical Writer / Staff Writer

Documentation, Deskside Trainings and Software Support

Word, Excel, and Outlook 2007 2009 to 2011

Word, Excel, and Outlook 2003 2005 to 2010

Word, Excel and Outlook 2000, Introduction of Microsoft Office to the workplace 2001 to 2005

QuickBooks Professional versions 2003, 2005, 2010 2003 to 2011

Visual AccountMate 1999 to 2003

WordPerfect 8 1998 to 2001

Outlook Express, Introduction of email to the workplace 1996 to 2001

WordPerfect 6.0 for Windows 1996 to 2002

Lotus 1-2-3 1996 to 2001

WordPerfect for DOS 1993 to 1996

AccountMate for DOS 1993 to 1998

Arthur Bracco, Page 2

Technical Project Administration

Migration of POP email to Hosted Exchange Server 2011

Migration from Windows XP to Windows 7 2010

Port of Visual FoxPro database to proprietary web portal: "Roadman" database system 2009 to 2011

Port of MS Access to proprietary web portal: convention delegate registration system 2009

Rollout of proprietary web portal to capture quarterly per capita and receivables

data from 350 affiliate offices 2008 to 2010

Back office migration of Visual FoxPro "Membership" and "Stamps"

(Receivables) databases to proprietary SQL Server/IIS web portal 2007 to 2009

Rollout of VPN connectivity for home office users 2006

Port of Alpha5 to MS Access: proprietary convention delegate registration database 2005

Upgrade from Windows 2000 to Windows XP 2005

Rollout of proprietary Electronic Member Address Updates System to affiliate offices 2004 to 2011

Migration of Visual AccountMate to QuickBooks Professional 2003

Migration of WordPerfect, Lotus, and Outlook Express to Word, Excel, and Outlook 2001 to 2005

Upgrade from Windows 98 to Windows 2000 2001

Port of DOS/Clipper database to Visual FoxPro of "Membership" and "Stamps"

(Receivables) databases 1998 to 1999

Port of DOS/Clipper database to Alpha5 of convention delegate registration database 1997 to 1998

Port of DOS/Clipper database to Visual FoxPro of proprietary "Roadman" database 1998

Migration of AccountMate for DOS to Visual AccountMate 1999

Upgrade from Windows 3.11 for Workgroups to Windows 95 1996

Upgrade from DOS to Windows 3.11 for Workgroups 1994

EXPERIENCE AS AN INSTRUCTOR

Instructor of weekly yoga class, Integral Yoga Institute, New York, NY 2011 to present

Instructor of weekly yoga and meditation class, Mahayogi Yoga Mission, New York, NY 2002 to 2005

Provided on-the-job training in stage carpentry, electrics, and lighting console operation

to volunteer crews of numerous theatrical productions, New York, NY 1984 to 1989

SERVICE

IT Consulting, pro bono, The Mahayogi Yoga Mission 2011 to present

Secretary, Cooperative Home Owners Corporation 2005 to present

IT Consulting, pro bono, The New York Integral Yoga Institute 2011 to 2012

Bookkeeper, The Mahayogi Yoga Mission 2002 to 2005

President, Treasurer, Secretary, The Canby Singers 1992 to 2005

E D U C AT I O N

NEW YORK UNIVERSITY, New York, NY

Bachelor of Arts, Dramatic Literature and Writing; University Scholar 1987

C E R T I F I C AT I O N S

RYT 200, Yoga Alliance 2011

Certified Integral Yoga Instructor, Integral Yoga Institute 2011

Microsoft Certified Systems Engineer, The Microsoft Corporation 2000

Arthur Bracco, Page 3

KEYWORDS

Help Desk / Technical Writer / Trainer / Volunteer / Instructor / Project Administrator / Champion of Change /

Implementations / Documentation / Written Communication / Verbal Communication / Technical Support /

Technical Training / Instructional Design / Disaster Recovery / Data Archiving / Listening / Change

Management / Customer Service / Vendor Management / Relationship Building / Computer Skills / Apple

Macintosh / Newsletter Copy / Critical Thinking / Critical Writing / Status Reporting / Flexible / Creative /

Friendly / Dynamic / Team Player / Discipline / Perseverance / Time Management / Problem Solving /

Focused Multitasking / Attention to Detail / Task Oriented

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