Customer Service Sales
Resume:
Liz MacIntyre
**** ***** ***, ******, ** *****
***.**********@*****.***
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EDUCATION
**** - ****** *+ certification Windows 7
**** - ******** ** **** **** in Graphic Design from West Chester
University, West Chester, PA
2003 - Associates in Applied Science from Delaware County Community
College. Media, PA
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WORK HISTORY
EMS - Education Management Solutions, Inc., Exton, PA 4/12 - Present
Software Applications Trainer
. Trains internal staff and external customers on proprietary medical
simulation software
. Works closely with Project Managers to coordinate training scheduling
and delivery
. Plans, develops, and provides on-site training using methods such as
classroom, demonstration and hands-on training for new clients
. Uses active training techniques to engage attendees and maximize
knowledge retention
. Delivers refresher and advanced training for existing clients either
on-site or remotely using webinar presentations
. Provides second tier customer support as needed
. Creates and updates training documentation
. Assists with software release and version testing
. Trouble shoots technical issues at client sites
AllOne Health, Plymouth Meeting, PA 1/12 - 4/12
Sales Associate
. Marketing support for sales team. Preparing RFP, maintaining CRM
database, trade shows.
. Learned Proposal Software and Microsoft CRM Dynamics
State Farm Insurance, Concordville, PA 3/11 - 1/12
Claims Processor
. Applying claims settlement procedures to process claims, initiate
claim payments, and resolve claims.
. Communicating with customers and associates over the telephone in a
fast-paced environment
. Maintaining the confidentiality of claim information
. Log and track service requests using our call tracking system.
Regularly review and prioritize open tickets and provide status to
users. Clearly document technical procedures and workflow processes.
Closets By Design, Exton, PA 1/08 - 4/12 (Part time)
Sales Lead Generator
. Compiled lists of prospective customers for use as sales leads by cold
approaching customers on sales floor and by phone. Demonstrated
product, using samples, catalog, and emphasizes salable features.
. Annually achieved 90-94% closing rate and awarded one of their top
lead generators.
Dezign Precision, Inc., Philadelphia, PA 7/10 - 12/10 (Freelance)
Graphic Artist
. Utilized Adobe CS and Constant Contact to design and produce marketing
materials such as email blasts, postcards, brochures
Delaware County Community College, (DCCC) Media, PA 11/09 - on an
ongoing contract basis
Software Trainer
. Taught Classes: Intro to the Computer, Beginning Flash Animation,
How to Make Your Own Video Games
. Adobe Photoshop CS5 - Adult Community Ed classes
o Plan, develop, and provide on-site training for adult
students using demonstration and
o Develop and maintain technical documentation, user guides and
visual aids
21 Century Cyber Charter School, Exton, PA 9/15/08 - 3/10/09
Technical Support Specialist
. Hardware and Software support for faculty and students in a Mac
environment
. Helpdesk support via phone and remote access (Apple Remote Desktop)
. Configured clients to VPN
. Developed and presented Smartboard training to faculty
. Utilized Course Management System, Moodle for course backup, upload,
user access privileges
Delaware County Community College, Media, PA 1/04 - 9/08
Support Staff/Apple Software and Hardware Technician
. Designed and developed training materials, posters, booklets to meet
instructional needs
. Created knowledgebase articles and graphics for DCCC Support website
Example: https://support.dccc.edu/
. Responsible for front-line customer service and support to students
and faculty
. Utilized Banner software for course schedule and student information,
processed vendor orders, office tasks and projects within the
department
. Responded to callers and walk-ins, remote staff, and faculty with
technology problems in classrooms and computer areas
. Performed basic setup, support, maintenance and troubleshooting of
stand-alone and network computers, software, and peripherals
. Assisted with PC troubleshooting in classrooms, and distribution of
images
. Documented troubleshooting steps and issues in the Kayako Ticket
system
. Suggested effective ways to save the college capital for purchases of
hardware/software and vendor support contracts
. Maintained inventory of Mac computers and license information
. Researched, evaluated resources to solve hardware/software issues
. Troubleshoot TCP/IP, DHCP, and port connectivity problems
Delaware County Community College, Media, PA 9/98 - 9/08
Computer Graphics Instructional Assistant
. Instructed and tutored students in various graphic software programs
. Implemented instructor-directed assignments
. Served as a liaison between Graphic Design instructors and students
. Communicated lab status to department administrator and find ways to
improve instruction
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CERTIFICATIONS
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Apple Certified Support Professional Snow Leopard 10.6
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COMPUTER SKILLS
. Adobe CS 5 (Photoshop, Illus., Flash, Dreamweaver, InDesign)
. iMovie
. SnipIt
. QuarkXpress
. Microsoft Office Suite
. HTML & CSS (basic)
. Constant Contact, SiteMaker (CMS)
. Moodle
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AWARD
2008 - Excellence in Science Award, Delaware County Community College
2001 - Nominated for the Delaware County Community College Gould
Award, which honors
individuals whose commitment to learning inspires students and
colleagues.
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COMMUNITY SERVICE
. Web Content Designer for Yachtstock, Inc., a non-profit organization
that raises funds for local charities through entertainment events.
. Volunteer graphic design services to Taylor Community Foundation, a
non-profit foundation that supports the southern Delaware County area
through college scholarships, financial grants to community.
. Initiated "Neighbor to Neighbor Program" which supplemented a local
food bank in the Delaware County.
[pic]TESTIMONIALS
"Our group gets distracted easily and Liz was patient with us. It was
good training with a lot of information."
Customer from McLennan Community College
"Liz's computer skills combined with her creative expertise and her
desire to accommodate internal clients are an asset to the Library and
the college community. It was a pleasure to work with her."
Librarian, Delaware County Community
College
"Because of you I now have updated equipment to work on in my office.
This has had a wonderful impact - which makes my job as an instructor
a whole lot easier."
Photography Instructor, Delaware County
Community College
"I wanted to take some time to say thank you for everything you have
already done for me this year, I apologize if I seem demanding at
times, but you are always so quick and helpful in a crunch with my
tech issues."
Science Teacher, 21st Century Cyber
Charter School
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