Software Support
Resume:
SANDRA M. DUMAS
Medford, NY *****
****@*********.***
OBJECTIVE:
Technical Support Specialist with approximately ten years experience in PC/MAC/Office Technology looking for a full-time position with a technology company.
HARDWARE: SmartBoards, EnoBoard, Dell/IBM laptops, IBM PC/AT, IBM PS2 Line (Models 50-95, Pentium), MAC, Dictaphone Digital Express, Lexmark Printer, HP Printers, IBM Printers, Oki-Data
SOFTWARE: Windows 8,7, XP, Windows NT, Windows 95/98, Mac OSx, Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft PowerPoint, Microsoft Publisher, Microsoft Outlook, Lotus Notes, Smart NoteBook, Eschooldata, WordPerfect 5.2 – 8, Windows/DOS, Imange, Softsolutions 3.1-4.1, GroupWise 4.1,Lotus Approach 3.02 & 96 for Windows 95, DOS 5.0 - 7.0, DisplayWrite 4.2, Word Adobe for Windows 7.2, DataViz Conversion Plus 3.53, File Maker Pro 3.0, Crosstalk for Windows, ProComm Plus, Smartcom3 for Windows, Software Bridge Conversion, CompareRite, CiteRite II, Close-Up, DP Umbrella DOS/Windows, Norton Utilities DOS/Windows, Ventura 4.1.1, Quattro Pro 6.1
EXPERIENCE:
Sachem Central School District August 2014 – Present
School Communication Tech., Cayuga & Hiawatha
Assists in setting up computer systems and software and tests accordingly; Assists in performing preventive maintenance work and troubleshooting of equipment and software; Run diagnostics on defective equipment; Change VGA wiring in classes rooms when wiring is defective; Prepares and updates inventory list of computers, printers, document cameras and audio-visual equipment; Setup and monitor Projectors and audio system when needed for meetings and or pestation, Replace damaged projectors in classroom, trouble shoot audio equipment when not working in classrooms or on carts, Assist in setting up new students on computers; Trouble shoot problems that occur with all programs that are on Dell and HP machines; Supply printers when toner/ink is low; replace projector bulbs when needed; Give training on any programs that maybe needed.
Patchogue-Medford School District August 2006 – August 2014
COMPUTER AIDE, High School
Provide end user software support for various applications such as Word, Publisher, Excel, Powerpoint, Lotus Notes, Eschool Data, EnoBoard, Smartboards. Support included, but not limited to: Answering general questions on how the applications work, Provide informal training to end users on the proper ways to use the application - troubleshoot issues with application, and escalate to vendor as needed.
--Install updated software to all computers
--Replace memory cards on old machines with more memory
--Replace damaged keyboards and mouse
--Replace toner cartridges on printer
--Rebuild damaged hard drives or replace them if unable to repair
--Setup teachers, students and administrative staff to computer system
--Setup print sharing in large computer labs
--Setup new computers in classrooms and remove old machines
--Setup users to connect to Internet, along with setting up users via Active Directory
--Test Software for rollouts to teaches and well and administrators
--Type reports regarding inventory of products including software used by teachers
--Order software needed by teacher with district approval
--Assist teachers in Labs when students are using PowerPoint presentations
--Provide hardware support to all staff members including students
Future Tech Enterprise, Inc. January 2006 - July 2006
IT SUPPORT ANALYST SUPERVISOR
--Received and assigned prioritized issues to the Corporate IT coordinator, tech or systems
Specialist
--Provided support and team training as a Supervisor of thirty IT Agents for a high volume 24/7
call center
--Encompassed and supported a wide variety of IT products
--Analyzed branches inventory; input and recorded created and processed service orders
--Assisted customers over the phone with multiple types of system/applications errors
--Following a set guidelines on call processing, prioritizing, and escalation procedures
--Monitored the IT Network 24/7 Nationwide for our corporate centers
--Briefs customers on the status of current resolution efforts and attend weekly meetings.
--Dispatched tech 24/7 for any hardware, software, network, web, Intranet, or Outlook Web access troubleshoot for all Windows, Office Suite, hardware, Intranet, Internet and Custom Web Applications
--Maintains daily logs and equipment malfunction reports to ensure the highest service levels are
maintained.
--Tier 3 Tech troubleshooting escalated tickets and 1st Call resolution for incoming calls for
customer satisfaction.
Patchogue-Medford School District October 2004 – January 2006
PART-TIME COMPUTER AIDE, Oregon Middle School
Provide end user software support for various applications such as Word, Publisher, Excel,
Powerpoint, Lotus Notes, Eschool Data. Support included, but not limited to: Answering general questions on how the applications worked, Provide informal training to end users on the proper ways to use the application - troubleshoot issues with application, and escalate to vendor as needed
--Assist Secretaries with Publisher when making booklets for school plays
--Install updated software to all computers
--Replace memory cards on old machines with more memory
--Replace damaged keyboards and mouse
--Replace toner cartridges on printer
--Rebuild damaged hard drives or replace them all together
--Setup teachers, students and administrative staff to computer system
--Setup print sharing in large computer labs
--Setup new computers in classrooms and remove old machines
--Setup users to connect to Internet
--Type reports regarding inventory of products including software used by teachers
--Order software needed by teacher with districts approval
-- Provide hardware support to all staff members including students
Standard Microsystems Corporation February 22, 1999 - May 14, 1999
USER SUPPORT SPECIALIST
-- Provide hardware and software support to all staff members in all areas of Applications
-- Rebuild outdated PCs
-- Upgrade software and hardware to be the most recent and current releases
-- Upgraded all PC’s to be Y2K complaint
-- Installed CD Drives, installed Software, installed memory cards, installed and setup new
printers for users
-- Setup laptop computers for user going away on business with most recent software leases
Cravath, Swaine & Moore August 1989 - February 19, 1999
LEAD HELP DESK SPECIALIST
--Provide software support to 75 partners, 600 attorneys and administrative staff members
--Resolve high-volume troubleshooting issues related to hardware and software applications
--Supervise and coordinate activities of Help Desk personnel
--Supply up-to-date training for all Help Desk personnel
--Perform installation and trouble-shooting of secretarial and attorney software on local and
system network
--Test and supply written feedback on all new software for company
--Convert file formats for compatibility among various software applications
--Support PC users via remote LAN software
--Install and maintained Dictaphone Digital Express equipment
.
EDUCATION: Port Richmond High School,
Microsoft Product training; NY, December 1999
Image Software pilot test group: NY, January 13, 1998
Magic Solutions Seminar: NY, September 1997
Heat Software Seminar: NY, September 1997
Windows 95 Support Training: NY, June 6, 1997
Vycor User Conference: Annapolis, Maryland, October 30-31, 1995
Seminar on Business Writing: NY, November 27, 1995
Seminar Managing and Fine-Tuning the Existing Help Desk: NY, April 11-12, 1994
REFERENCE AVAILABLE UPON REQUEST
Contact this candidate