Software Training

Danielle Marquart

Mobile Phone: 951-***-****

Secondary Phone: 951-***-****

E-mail: ****************@*****.***

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OBJECTIVE

As an experienced business technology professional, I seek to find

employment implementing and supporting business IT technologies and

solutions. I wish to find stable employment with the opportunity to

advance. I am looking for a job environment that provides employees the

opportunities and challenges associated with client and business relations,

technological solutions and end-user support and training.

My previous employment history has a rich background of progressive

technologies, implementation, planning, and business integration. My ideal

employment would lie within the fields of business technologies, possibly

within the retail industry.

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WORK EXPERIENCE

Owner

November 2008 - present

Camden Today/Webbie Design Antelope, CA

Computer/IT Services

Camden Today/Webbie Design is a startup company providing web design and

programming solutions to individuals and small businesses.

In 2008, I decided to start my own business utilizing my creative

abilities, as well as technical skills and knowledge. Camden Today/Webbie

Design was started as a web design company. I provide the following

services : - Create and manage whole web sites. - Create and render custom

graphics and movies. - Create and implement PHP/SQL databases. - Obtain web

hosting services for clients. - Program streaming radio software, integrate

radio into web sites via programming. - Create dynamic whole flash web

sites, as well as HTML coding and programming. - Resolve issues with

current web sites, and repair coding from other sources.

Adobe Photoshop, GIMP, HTML, ShoutCast, SwishMax,

Help Desk Analyst

August 2005 - present

Gap Inc. 95765, Rocklin, CA

Computer/IT Services

I am currently employed with Gap Inc. as a Help Desk Analyst. My employment

is ending after 4 years due to outsourcing of my department.

From 2005 - Present, I have been an employee of Gap, Inc. Store Support

(Global Store Technologies) Department. My position entailed the following

: - Provide simple to advanced technical support and instructions to non-

technical users. - Remotely troubleshoot hardware and software systems in a

business retail environment. - Assist vendors in the installation and

programming of on-site servers, register hardware, peripheral hardware,

software, wiring, networking ports, printers, routers, switches, and other

minor hardware. - Remotely implement and program business proprietary

software on network devices, servers, registers, printers, traffic

counters, tax calculation systems, and local pricing databases. - Examining

databases and log files created by proprietary software to diagnose errors

and implement solutions. - Working with Level 2 support to escalate and

further troubleshoot issues as required. - Reporting implementation bugs,

errors, and end-user issues in-depth to programmers, developers, and

software implementation teams. - Working directly with hardware and

software vendors in a call-screening and team-troubleshooting capacity,

setting up local dispatch calls, parts orders, and ticket transfer when

needed. - Logging extremely detailed accounts of all troubleshooting steps

and vendor interaction per strict ticket logging requirements using the

Service Center ticket management system. - Use remote software such as

Tivoli, Telnet, Remote Operator and other DOS based software to access both

DOS and Windows GUI systems. - Set up parts delivery when hardware

replacement is needed, as well as walk non-technical end users through the

installation of said hardware.

Within this company, software changes and hardware updates are frequent,

and analysts have to be able to keep up with such a dynamic business

environment. In addition to being diligent about staying up to date with

the latest technological advances in business environments, my employment

here afforded me the opportunity to provide team leadership to other

analysts. As a back-up team lead, I provided additional support to analysts

in the department when they were unable to find adequate troubleshooting

steps, solutions, or when there were issues interfacing with vendors or end-

users. I also created original training material for new employees,

participated directly in their training, and provided call coaching and

constructive, actionable feedback on their progress. During training, I

provided up-to-date documentation to management staff, detailing the

progress of said employees, and provided direct suggestions on actions that

would result in improving the employees performance, and in turn the

overall department. I pointed out training opportunities, and frequently

further trained the employees. I created technical documentation for the

use of employees to troubleshoot issues and implement solutions. I edited

existing technical documentation to reflect new implemented hardware,

software, policy and vendor changes. During my employment with Gap, Inc., I

have been driven to succeed and excel, and have used every opportunity

available to better myself, learn, and adapt to changing technologies.

JavaScript Object Notation, Java, Technical Troubleshooting, Printer

Hardware and Software, IBM Hardware and Software, Belkin Hardware and

Software, Technical Writing, Employee Training, CMS, Business Planning,

Remote Operator, Telnet, Windows NT, MS DOS 3.11, Tivoli, Service Center,

IBM Servers, Cisco VOIP Phone Systems, Cisco Routers and Switches, Symbol

Technologies R F Barcode Scanner,

Senior Technical Support Analyst

June 2001 - July 2005

Wolfknight Network Systems Circle City, AZ

Computer/IT Services

Wolfknight Network Systems provided web hosting and server

storage/maintenance for small businesses. My position provided technical

support to clients.

As a Senior Technical Support Analyst, I was responsible for

troubleshooting, diagnosing, and remotely resolving all client issues that

resulted from faulty hardware or software belonging to Wolfknight Network

Services. I worked directly with on-site staff to service server hardware,

assist in replacement. My specific duties were as follows : - Troubleshoot

and diagnose company hardware and software problems that manifest client-

side (i.e. unavailable web pages, programming errors). - Assisting clients

with limited troubleshooting when the problem is with services or hardware

NOT belonging to the company. - Assisting in the installation and

configuration of proprietary software on remote systems. - Remotely

accessing error logs, configuration files, and flash memory for the purpose

of troubleshooting and diagnosis. - Creating and implementing solutions to

resolve diagnosed issues. - Writing new technical documentation and editing

existing documents to reflect changes in policy or procedure. -

Implementing database software, programming PHP databases, coding CSS

functions.

JavaScript, PHP/MySQL, SQL Servers, Tivoli, Telnet, Cisco Hardware and

Software, Flash, CMS, Multi-line Phone Systems, Vendor Management,

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EDUCATION

Pulaski Technical College/UALR Little Rock, AR

From 2002-2004 I studied Computer Information Sciences at Pulaski Technical

College. I took 4 semesters of Cisco courses preparing for CCNA

certification, Microsoft software training for MCP certification, as well

as hardware, software, and database programming courses. I minored in

theology and anthropology. I am 6 credits from finishing my BS degree.

I did not finish my BS degree, as a family situation required me to

relocate to California. I immediately became employed, and did not re-

enroll in college courses. I look forward to finishing my degree in the

future, but currently self-educate using technical manuals, documentation,

and first-hand trial and experience.

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SKILLS

Multi-line Phone Systems Expert

Cisco VOIP Phone Systems Expert

MySQL Expert

Java Intermediate

Remote Operating Software Expert

Tivoli Expert

Service Center Expert

IBM Servers Expert

Spencer Technologies Expert

Symbol Technologies R F Barcode Expert

Scanner

Network Administration Expert

Desktop Support Expert

Lotus Notes Expert

3.11 Expert

Windows NT Expert

IBM Server Hardware Expert

IBM Server Software Expert

Technical Writing Expert

People Soft Expert

Employee Training Expert

Supervising Intermediate

PHP Intermediate

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LANGUAGES

English Fluent

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