Customer Service Technical Support

Cynthia Dauscher

Nazareth, PA ***** 610-***-****

www.linkedin.com/in/cindydauscher *********@*****.***

Summary and Qualifications

Experienced and knowledgeable Information Technology Professional with

demonstrated strength providing all facets of computer support in highly

competitive Help Desk environment, handling simultaneous projects and multi-

tasking, improving customer relations. Proven results troubleshooting,

identifying and resolving technical issues and concerns, assisting in

hardware and software installations, and system maintenance, utilizing in-

depth knowledge and understanding of numerous software packages and

operating systems, reducing downtime. Excellent communication and

presentation capabilities. A + Certified Customer Support Specialist.

Expertise in:

Customer Service Project Management Training / Mentoring

Cross-Functional Team Proven Hardware / Software Excellent

Management Troubleshooter Documentation Skills

Technical Skills

Platforms: MS Windows XP, Vista, 7 & 8, MAC OS X

Applications: Microsoft Office 2010, Track-it, Kbox (Windows imaging /

deployment software), Casper (Macintosh imaging /

deployment software), Wiki (online knowledge base)

Other: Smart devices, i.e. Smartphones, iPad, Tablets

Professional Experience

MORAVIAN COLLEGE, Bethlehem, PA 2003 - 2014

User Support Analyst

Supported operation of Help Desk and maintained personal computers,

computer labs, smart devices and multi-media equipment for 1.5K+ students

and 450 staff / faculty. Advanced problem Identification and resolution

skills related to MS Word, Excel, PowerPoint, Outlook, Internet, Intranet,

password reset, connecting personal devices to network. IE. Smart phones,

laptops, IPad, MacBook's.

. Imaged, configured, delivered and trained new employees on computer

system as well as telephones.

. Performed hands-on fixes at the desktop level, including installing and

upgrading software, implementing file backups, and configuring systems

and applications.

. Enhanced customer relations by providing technical help desk assistance

for all callers and walk-ins, including, but not limited to faculty,

students, staff, alumni, and emeriti.

. Fielded incoming help requests from end users via both telephone and work

orders in a courteous manner.

. Increased productivity for all technicians by performing diagnostics and

troubleshooting of system issues, documenting help desk tickets /

resolutions, and maintaining equipment inventory lists.

. Reduced downtime by scheduling timely computer, printer, and equipment

repair with appropriate vendors, assisting in network troubleshooting,

providing all notifications on maintenance schedules, updates, and

network outages.

Cynthia Dauscher *********@*****.*** Page Two

MORAVIAN COLLEGE (Continued)

. Improved quality by hiring, training, and mentoring work students at

campus Help Desk, furthering education, enhancing knowledge, assisting

technicians in providing quality service to college.

. Generated $200K revenue annually by coordinating and implementing summer

program for John Hopkins Center for Talented Youth Program that took

place on Moravian's campus since 2003.

. Streamlined process of distributing Moravian College graduation DVD's by

employing online form and database, ensuring easier ordering procedure

for family and friends in obtaining copies.

EDS (Electronic Data Systems), Bethlehem, PA

Information Technology outsource company for customers such as GM and

Bethlehem Steel

Webmaster, Technical Support 1999-2002

Project leader for Intranet / Internet initiative on VM / ESA platform by

exploiting TCP / IP protocols such as SMTP, Pop3 Server, FTP and Telnet

. Developed and maintained web pages for internal departments, including

forms, counters, and graphics, ensuring timely and accurate information

dissemination.

Prior Position Held

Infrastructure Analyst, Technical Services

1990-1999

. VM email Administrator. Developed, documented and trained all users on

email system.

. Second Level Support for VM email system.

Additional Relevant Experience

BETHLEHEM STEEL CORPORATION, Bethlehem, PA

1985-1990

Operations Engineer, Technical Services

Customer Support Center. Worked 24-x-7 on mainframe help desk, supporting

over 3K employees and 6 plants, including all shifts, supporting plant's

steel rolling operations.

Education / Training

- A+ Certified Professional, CompTIA - 2006

- Certified Customer Support Specialist, Help Desk Institute

- Microsoft Office Specialist - MS word version 2002, 2007

- Bachelor of Science Degree, Consumer Services, Indiana University of

Pennsylvania, Indiana, PA - 1983

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