Nancy Somers
Phoenix, AZ **022
Phone: 602-***-****
Cell: 602-***-****
abmqq8@r.postjobfree.com
Management Skills:
-Managerial and coaching skills developed and refined in an open and
supportive environment. While developing new processes for a new software
product, worked with all levels of management and staff to define the
message and present the product professionally.
-Worked with staff to develop FAQ-information for new product, and assisted
in the development and preparation of marketing materials.
-Supported staff needs and career development while meeting requirements of
management within budget and meeting response-goals set by management.
Computer Skills:
-CompTIA A+ Certification
-Microsoft OS - Windows 2008 Server, Windows 2003 SBS Server R2, Windows
NT, Windows 2000 (Professional, Server, Advanced Server), Windows 7,
Windows Vista, Windows XP Professional, Windows 98, Windows 98SE, Windows,
ME, Windows 95 (all versions).
-Experience includes installing and using Active Directory and roaming
profiles.
-Microsoft Office Suite (Office 2000, XP, and 2007 most recently) -
Outlook, Word, Excel, PowerPoint, Access, Project.
-Macromedia - Dreamweaver, UltraDev, Fireworks
-Adobe - Acrobat, Photoshop, Illustrator, PageMaker.
-Networking: Account set-up and configurations, TCP/IP configurations, DHCP
servers/configurations, FTP - both setting up servers to upload/download
and transferring files, wireless networking configuration/support, VPN
connectivity using Cisco client, cabling, and switch/router configurations.
App support on AS400, MS servers.
-Computer configuration/setup - Gateway computers, Dell computers (have
been certified on both Dell notebooks and desktop systems), all types of
hardware installations and upgrades, software installations and upgrades,
support of end-users internally and remote, via both written and verbal
instructions.
Work Experience:
Mercer Advisors Phoenix, AZ
Technical Support Help Desk Manager March 2008 to Present
Supervisory duties include training development, staff development and
program development of a proprietary software tool used by external clients
of the company. Responsible for the supervision of 2 staff in a growing
support department for a financial advisory company. Developed processes,
protocols and set standards for customer contact methods. Provided
excellent service during rapid program growth, while keeping hands-on and
in touch with clients. Able to help motivate staff, develop training
materials, and action plans for release of software products along with
patches. Worked with all levels of management in the planning and
development of the software product being supported, worked with the
product development staff, and support staff to provide an extremely
positive customer experience. Responsible for staff supervision while
testing software releases, making recommendations and suggestions for
changes, and supporting the software with external clients. Interviewed and
recommended staff hires, while working within budgetary constraints.
Western Regional Examining Board Phoenix, AZ
IT Specialist July 2007 to February 2008
Responsible for ordering, maintenance and set up of 18 networked computers
and 2 servers, while developing the IT budget for Director-approval.
Responsible for developing training materials, and training staff on new
programs. Ordered, installed and maintained Windows Server 2003 SBS R2 with
Active Directory on Dell server hardware. Responsible for updates and
maintenance of company web site, company contact information, educational
and informational PowerPoint presentations for company and external
consultants. Solo IT person for this office, and responsible for ordering
hardware and software while keeping within budget. Responsible for all
software and hardware issue resolution whether in-house or external.
Worked extensively with external staff that little to no technical skills
and required assistance in wireless networking, program support, or any
other computer issue as it arose.
Perot Systems Phoenix, AZ
Desktop Support Analyst February 2007 to July 2007
Responsible for support in large hospital setting of all computers,
printers, networking equipment and other peripherals. Support of over 2800
computer systems and staff in a campus-like setting of clinicians,
hospitalists and patients. Understand the priorities and needs required to
satisfy the customer in a high-pressure work environment. Work within a
team environment with independence encouraged also. Provide rotational on-
call support to staff on weekends and off-shift days. Create and maintain
printer/server information, deploy and re-image customer machines when
necessary and install software and hardware upon request and approval.
Using Remedy, track all calls and information relevant to customer and
locations. Assist other teams when needed.
TechTeam Global Indianapolis, IN
Helpdesk Tech October 2005 - January 2007
Responsible for tier 2 level of break/fix for: desktop computers, laptop
computers, and peripherals. Responsible for remote support of end users,
troubleshooting software conflicts and networking issues. Responsible for
support of networked HP Printers and Xerox MFD's, computer hardware, re-
imaging of computers in a networked environment. Experienced using Active
Directory for troubleshooting user issues with computers, printers and
remote access. Work with various department employees at all levels of
computer knowledge, with the ability to explain issues and resolutions,
giving the end users a high degree of satisfaction in issue-resolution.
Product Action International Fishers, IN
Helpdesk Supervisor/Team Lead August 2004 - July 2005
Responsible for configuring desktop and laptop computers. Developed imaging
process using Ghost, managed all cell phones and pagers, and distribution
of equipment to remote users. After 6 months, promoted to Helpdesk
Supervisor. Responsible for the supervision of 3 staff. All helpdesk staff
members are responsible for configuring laptops and desktops (Dell
computers) for field and in-house staff. Responsible for support and
troubleshooting issues with in-house and remote users at over 35 locations.
Responsible for creating user accounts on Active Directory, troubleshooting
network issues with users, and maintaining their accounts within Active
Directory. Responsible for all cell phone, Blackberry and pager purchases,
negotiating best-price and contract terms, and providing exceptional cell
phone, Blackberry and pager support by tracking issues and resolving these
in a timely manner.
Hamilton Southeastern School Corporation Fishers, IN
Building Technology Specialist August 2003 - July 2004
Responsible for all aspects of building technology within Hamilton SE Jr.
High School. Solely responsible for maintenance and upgrades on over 150
networked computers, printers, and servers throughout the building, along
with all A/V equipment and wireless connectivity. Responsible for
supporting teachers and students with classroom work, providing technology
examples of their current field of study. Using Visual Casel and Active
Directory, responsible for maintaining student enrollment listings and
assigning areas of accessibility, among other duties.
Made2Manage Systems, Inc. Indianapolis, IN
Computer/Networking Support March 1999 - January 2003
Responsible for the maintenance and repair of computers in a fast-paced,
networked environment. Highly effective in ability to recognize software
and hardware problems from limited descriptions. Excellent ability to build
computers, along with repair and replace defective computer parts quickly.
Extensive experience in networking computers, operating system installation
and configuration, along with conflict resolutions for Windows 95, Windows
98, Windows 98SE, Windows NT 4, Windows 2000, and Windows XP. Excellent
organizational skills developed working in a high-pressure environment.
Capable of providing detailed technical and non-technical support - written
and oral - to both n-house and external customers. Ability to work with a
variety of staff (technical and non-technical) to resolve conflicts, vendor
issues, in-house development problems. Worked with management and staff on
assessing new developments (both hardware and software), and assisted in
designing methods for incorporating these changes into present policies and
procedures. Assisted with the development of new procedures as well as
their implementation.
Indiana Department of Environmental Mgmt Indianapolis, IN
Senior Environmental Manager May 1989 - March 1999
Responsible for supervision of five (5) support staff, including
administrative and other professional staff. This included training staff
and external customers on software, assisting in problem solving, and
program development and enhancements. Required the development of
methodologies to be versatile and analytical, and required working as a
project-oriented self-starter, motivating
staff and providing quality assurance of their work. Excellent ability
developed to work within supervisory requirements and allocate the workload
evenly within job skills of staff members, helping to generate positive
staff morale and accomplishing our departmental goals within the timeframes
established by management. Excellent communication developed in both
written and verbal skills to assure clarity of the tasks and projects
assigned.
EDUCATION
5/1978 Indiana University School of Medicine Indianapolis, IN
Bachelor's Degree
Within the Division of Allied Health, received a Bachelor of Science degree
in Public and Environmental Health with a minor in Psychology.