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Software Staff

Phoenix, Arizona, 85022, United States
May 29, 2010

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Nancy Somers

**** *. ******** **.

Phoenix, AZ **022

Phone: (602) ***-****

Cell: (602) ***-****

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


-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


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



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.

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