***** ****** ** # ***, ******, TX ***** 520-***-**** acxi78@r.postjobfree.com

Vivianna Pursley

Objective

Highly motivated bilingual IT professional seeking new opportunities after relocating. Graduate with an AAS in IT and post certifications in Web Design and Digital Photography. Always willing to learn new skills; easy to adapt to a dynamic environment and highly eager to prove my ability and desire to progress within the IT realm.

Education

2012-2013 Sessions College for Professional Design Tempe, AZ

●Certification- Web Design/Digital Photography

2009- 2011 University of Phoenix Phoenix, AZ

●Degree- Associates of Science- Information Technology

Experience

January 2016- October 2016 Focus Vision/Decipher Austin, TX

Software Trainer/Implementation

●Worked with customer success manager to ensure successful deployment of Decipher/Kinesis SaaS product

●Provided training as well as end-user support during/after the implementation process

●Designed e-learning type training and wiki documentation and exercises for both company use as well as client use

●Developed training schedules/documentation alongside implementation delivery/plans to clients

●Provided training for the Kinesis platform to large/enterprise-level customers as well as FocusVision/Decipher employees

●Conducted Ad-Hoc training sessions for new employees ensuing the Focus Vision acquisition of the Kinesis platform

●Designed and created knowledge-based documentation provided customer/staff with the proper tools to fully utilize the platform

August 2015- January 2016 Kinesis Survey Technologies Austin, TX

Client Onboarding Specialist/Technical Support

●Provided product sales demos/training sessions to prospective customers as well as existing customers

●Acted as a point-of-contact and assisted with the transition from prospect to customer by providing communication regarding general inquiries about product and product capabilities

●Supported customers as they transitioned through the sales-to-customer cycle

●Assisted in keeping sales demos up-to-date as well as updated information pertaining to the product on the company wiki for ongoing learning and research purposes

●Assisted in compiling and writing technical documentation for in house as well as customer use

●Provided customers with technical support pertaining to Kinesis Panel and Survey via email and phone

●Documented all customer interaction and follow-up using Zendesk and created DEV/Engineering tickets using Leankit

●Guided customers toward creating customization of surveys by using CSS/HTML/PHP coding

March 2014- August 2015 Alchemy Systems, LLC Austin, TX

Software Support Specialist

●Assisted users in resolving software/hardware/system related issues based on the SISTEM platform

●Remotely investigated and addressed issues using VPN, GoToMyPC, WebEx and TeamViewer

●Created technical documentation for client base

●Provided assistance is software setup, processing and historical data retrieval

●Generated quotes to promote the sale of service agreements

●Provided training to end-users on functionalities of software and how to use

●Documented and recorded all aspects of client interactions in Netsuite management systems to promote transparency and understanding of technical issues

●Worked closely with software developers to troubleshoot and debug programs; demonstrate a basic understanding of creating SQL scripts to query and update client data

June 2013 – January 2014 Grande Communications San Marcos, TX

Technical Customer Support- Tier II

●Provided Level I and II Technical Support for cable, internet, VOIP, email and legacy phone

●Responsible for new account activation as well as account deactivation

●Troubleshooting of all company products to include TiVo, HDDVR, Modems, Routers, regular set top boxes and traditional cable

●Assisted customers with home networking to include router setup, port forwarding and upgrading firmware

●Diagnosed and resolved technical hardware and software issues involving internet connectivity and email configuration for third party products

●Scheduling of new service/existing service installations and repairs.

●Configuration of third party email software for tablets, computers and smart phones

December 2012- March 2013 DNP IMS America San Marcos, TX

Photo/Printer Technical Support- Tier II

●Provided end-user/reseller support for various event printers, photo kiosks, passport photo printers and camera bundles

●Troubleshooting through remote log-in sessions of TOMO Kiosk for various retail end users throughout the US

●Installing, configuring, and updating printer and kiosk software and drivers

●Diagnosing and solving hardware/software faults within photo kiosks and event printers

●Installing and configuring computer hardware, software, systems, networks, printers, scanners and cameras

●Performing scheduled maintenance upgrades to photo kiosks

●Investigating, diagnosing and solving software and hardware faults

●Repairing equipment ordering and replacing components

References

References available upon request

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