Customer Service Microsoft Office

Rosanna Caponi

********@*****.***

* **** ***** ****: 608-***-****

Madison, WI 53714 Cell: 651-***-****

Education:

Cornell College - Mt Vernon, IA

Bachelor of Arts, May 2008

Honors: Cum Laude

Certifications:

ITIL Foundation

ScienceLogic Certified Professional

Work Experience:

INOC (2013 - Present)

Technical Writing Supervisor

• Onboard and provide continued support for assigned clients including:

o Technical infrastructure setup

o Process development

o Training development

• Ongoing contact and support with Client contacts

• Manage and direct junior tech writing staff.

• Create and maintain internal and client facing documents including:

o Corporate standards in accordance with ITIL and ISO o User manuals for proprietary software.

o Process flow documents

• Organize and maintain the online document management system.

• Administrate team's trouble ticket system.

• Customize and maintain online knowledge base to meet needs of various departments including:

o Creation of templates

o Custom coding to meet management requests

o Training and assisting team members to use custom made tools

• Create and maintain online training modules for NOC staff. CapTel Customer Service (2009 - 2013)

Shift Lead/Technical Writer/Sharepoint Administrator

• Supervised, trained and advised 2nd shift support representatives.

• Primary consultant and point of contact for other departments.

• In charge of a documentation and research group that created:

o Training Materials

o Wiki Pages

o Printed Materials

o Document Templates

• Creator and lead administrator for the department’s knowledge database and documentation.

• Responsible for proof-reading communications with customers and government partners for tone, clarity and terminology.

Hancock Fabrics (2008 - 2009)

Supervisor

• Managed all employees during shift as sole supervisor on the premise.

• Responsible for office work including filing, organization of past and present promotions and ensuring the payroll was audit ready.

• Created supplemental and promotional materials

Volunteer Experience:

Costume-Con 34 (2013 - Present)

Treasurer / Vendor Relations Head / Print Productions / Assistant Public Relations, Assistant Registration

• Lead organizer for a 4 day convention of over 350 people.

• Coordinate and manage the work of 20 volunteers in all departments across states.

• Handled internal and public queries and disputes.

• Designed and coordinated the dealers/exhibit area.

• Created all printed and online materials.

• Maintained online presence including website, ticketbud and sched.org sites.

Geek.Kon Inc (2009 - Present)

Events Coordinator / Costuming Director / Secretary

• Coordinated and managed the costuming department of 15 volunteers.

• Worked with other officers to gain 501c3 Status

• Create printed and online materials including:

o Program Book

o Promotional Materials

o Event Badges

• Maintained written record of meetings and convention history.

Proficiencies: Microsoft Office

• Word - Excel

• Visio

Adobe Creative Suite

• Photoshop

• Illustrator

Website Code

• HTML

• wikimedia

• PowerPoint

• Publisher

• Sharepoint

• InDesign

• Acrobat PDF

• Premier Pro

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