Customer Service Technical Support

Victoria V. Dandeneau

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

Grand Rapids, Mi 49506

Cell 616-***-****

Email: ****@******.***

Objective: A position in Information Technology Administration and/or Support that allows for both professional and personal growth.

Education: Microsoft Certified Professional (MCP) - Outlook Advanced Applications, Windows XP

Blackbaud University (2014)

Beyond the Basics in The Raiser's Edge

Raiser's Edge: Entering and Using Data

Raiser's Edge: Database Administration

Custom Reporting with SAP Crystal Reports XI in The Raiser's Edge

Global Knowledge (2009)

Building Enterprise Solutions with SharePoint Server 2007

Microsoft Virtualization capabilities and the Hyper-V 2 platform

Deploying, Managing and Migrating to Hyper-V 2

Highly Available Hyper-V 2 implementations

New Horizons Technical Training Center (2000 - 2008)

Apple Support Technical Workshop

Lotus Notes Beg. through Adv. End User Training

Crystal Reports

Microsoft NT 4.0 Certified Professional + Internet

Microsoft Windows 2003 Boot Camp for MCP, MCSA, MCSE and Security++

Mastering Enterprise Development Using Microsoft Visual Basic 6

Customizing Microsoft Office SharePoint Portal Server 2003

Designing Collaborative Solutions with Microsoft SharePoint Server 2003

Infor Global Solutions (Trans4M MRP) (2004 - 2006)

Accounts Payable Accounts Receivable

Advanced UniQuery Basic ARCS

Basic UniQuery Billing

Production Reporting Physical Inventory and Cycle Counting

Purchasing Cycle T4M Admin (Both Unix and Windows)

Michigan Technological University Ferris State University

Major: Computer Science Engineering Major/Minor: Art / English

Associates Degree of Art

Computer Skills:

Network Administration\Configuration: Windows Server NT - 2008 R2, including Active Directory, Group Policies, IIS and Security; SharePoint Services 1.0 - MOSS 2010, SQL 2003 - 2008, Exchange Server 5.0 - 2007, Data Protection Manager, Hyper V, and most Microsoft technologies.

Computer Hardware: Windows Servers (2000-2008R2), Desktops (Win95 – Windows 10), Mobile Computing including notebooks, tablets, PDA’s; switches, routers, firewalls, and wireless communications.

Database Development/Administration: Microsoft Access, Visual Basic, Sharepoint 2.0 and 3.0, Trans4M (Unidata), Lotus Notes, PFW (As400), Raiser’s Edge (SQL).

Work Experience:

ProKitchen Software May 2016 – Present

1st/2nd level technical support for Professional Kitchen Design software that demands superior customer service, vast technical knowledge, and excellent organization, planning and project management skills as well as the ability to document procedures for both Windows and MacIntosh systems within a networked, standalone or cloud environment.

Independent Consultant January 2012 - Present

Self Employed

Projects and Contracts for Hardware repair, Webpage design, Virus Removal, System Restore, Windows 7 upgrades, Software Installations, Wireless Network installation, Windows and Microsoft Office training mostly for individual home users.

Catholic Schools Secondary Education / Grand Rapids Diocese May 2014 – February 2015

Development Database Administrator:

Managed and maintained a Raiser's Database for the Catholic Schools and the Grand Rapids Diocese, Grand Rapids Secondary Foundation. Custom queries, complex queries, exports, and reports as need for general business practices. Also was responsible for “cleaning” up the database which included merging duplicate records, notating bad information and making the database more user friendly (cleaning up bad constituency codes, re-aligning attribute miss properly place and general maintenance). Backup for SharePoint support during implementation.

Best Buy November 2013 - October 2014

Geek Squad Consultation Agent

Consultation Agents are the solutions experts, managing the check-in and check-out experience for clients and helping find the complete solution for their tech problems. Consultation Agents also coach the sales team, building trust and explaining services and technology to help staff match available services with the challenges customers are facing. Their knowledge of services, technology and business group strategies in partnership with the sales team ensures no client is ever left UN-served or undeserved. Assisted with inventory and shipping and receiving as needed.

Leco Incorporated November 2008 - January 2012

Microsoft Network Administrator III

Responsible for all Microsoft Enterprise Applications: Server (2000 - 2008 R2); Exchange 2005; SQL (2000-2008) SharePoint 1.0 - MOSS 2007; WSUS, SMS and Project Server in a 400 client and 38 server environment (physical and virtual) which included Active Directory, Group Policies, Office integration, creating virtual servers for testing environments as well as production. Managed backups in both Windows and Unix. Project lead of a deployment of MOSS 2007 that required a corporate intranet on a small farm of 2 web front ends (one for search and one for content access), a SQL back end, and MOSS 2007. Developed the work flow for document and project approval; designed branding of the master page and established all security. Delivered training for contributing editors and web page owners, designed end user training content; implemented document standards for Quality SOP’s, Work Instructions and content management. Designed the project management, IT knowledgebase, IT Helpdesk and IT DRP portals and created all content. Third Level Support.

Jenison Public Schools January 2007 - October 2011

Part time Software Instructor.

Designed, developed and delivered computer training courses for Beginning and Intermediate levels of Windows XP, Word, Excel 2003 for evening community education classes.

DisplayPack Inc October 2007 - October 2008

Microsoft Network Administrator III

Responsible for all Microsoft Network Enterprise Applications: Server (2000 - 2003); Exchange 2003; SQL (2000-2005); SharePoint 1.0 - MOSS 2007; WSUS, SMS and Project Server in a 200 client and 38 server environment. Project lead of a deployment of MOSS 2007 and that requires migration of SharePoint Team Services (SP 1.0) and SharePoint Services 2.0 to a new Intranet (2 Webservers, and an SQL 2005 database) for a corporate intranet on a small farm of 2 web front ends (one for search and one for content access), a SQL back end, and MOSS 2007. Developed the work flow for document and project approval. Designed branding of the masterpage and established all security. Delivered training for contributing editors and web page owners, designed end user training content; implemented document standards for Quality SOP’s, Work Instructions and content management. Designed the project management, IT knowledgebase, IT Helpdesk and IT DRP portals and created all content.

Grand Rapids Controls May 2004 - October 2007

Information Technology Manager

Supervised the department responsible for all computer workstations and servers, telephones, faxes, Internet connections, wireless transceivers and connectivity for 250 users in 3 automotive manufacturing plants in 2 countries; Engineered and designed infrastructure according to ITIL that included:

Transitioned public, static ip addresses exposed to the internet to a private subnet with firewalls and vpn tunnels.

Upgraded a mixed mode Novell network that all users had administrative rights, to a Windows 2003 domain with security according to job requirements.

Implemented 10 servers to balance work load, divide resources, to reduce disk limitations that were causing daily failures.

Corrected backup faults by adding proper database connectors and implemented on demand data recovery with two week retention.

Replaced expensive individual inkjet printers with centrally located network LaserJet printers.

Migration from UNIX to Windows for Trans4M, cost savings $ 10,000.00 per year.

Migration from GroupWise to Exchange Server that included junk mail filters and virus filtering.

Implemented up to date anti-virus software (expired for 6 months).

Corrected licensing violations and implemented Office 2003.

Assisted in the implementation of AutoEx, Print Manger, Ideas General Ledger, PTC Wildfire 2.0, ADP HRP and HRSS, and updated many other applications that were unlicensed, outdated or unsupported.

Upgraded Trans4m for 8.12 to 8.16 to 8.24

Established hardware standards and redeployment cycle.

Designed and Documented Disaster Recovery Plan

Developed and delivered a Lunch and Learn training program for all 3 shifts.

Provided the solution of Sharepoint services to implement a corporate wide intranet for collaboration and document management.

Design, deployment, and maintenance of corporate website.

Cost savings for the company over $ 75,000.00 in 2 years.

AIS Construction Equipment May 2003 - May 2004

Project Manager (emphasis on Data Processing)

Provided support of Network,computer hardware and application software: PFW business system, MS Windows Operating Systems, MS Office products, Lotus Notes and other relevant software while managing projects for system improvements. Accomplishments:

Lotus Notes Administration and Development of a knowledgebase and helpdesk.

Design and create business reports utilizing Crystal Reports Enterprise for finance and directors.

Design and create SQL queries to extract data from within business system (in AS400 Query) for reporting sales and inventory.

Implemented remote access to troubleshoot business system processes.

Manpower Technical Services March 2003 - May 2003

Contractor

Outlook Implementation team placed at the US Postal service. Responsible for third level support, installation and training of Outlook, configuration of Blackberry handhelds.

Reformed Church in America September 1998 - January 2003

Software Specialist

Responsible for all end user applications: selection, implementation, development, administration, training and support for 4 offices (Chicago, Corona - CA, Grand Rapids, and Orange City - IA). During this period we transitioned from a Novel 3.1 / AS400 network to Windows NT with conversion to Windows 98, Microsoft Office 2000, Internet Access and Email, a corporate Intranet and Raiser’s Edge.

Trainer: Implemented a training program, developed and delivered all training content, trained the trainer’s for other locations and managed the training team.

Raiser’s Edge Administrator: Single point of contact for all Raiser’s Support, general database administration including creating complex custom queries, custom reports and maintained data integrity.

Computer Solutions & Consulting September 1990 - August 1999

Contract Consultant. Services include User Training: novice to advanced, System Analyst, Hardware/Software Procurement, Desktop Publishing & Technical Writing, Software Research, Internet & Mobile Communication, and PC Maintenance/Repair and Access Application Development. Contracts included:

Herman Miller March 1997 - September 1998

Application/Procurement Analyst. Technical advisor for end users; such as providing system consultation, configuration, application selection and development, training, and all technical support for three divisions, over 325 users, during the implementation of BAAN and role out of Windows 95.

Steelcase, Inc. October 1996 - Feburary 1997

Technical Writer / Training Developer. Selected to designed, developed and delivered Instructor Led, Self Paced end user and support staff training of their new version of Casenet (a customized network operating system using Windows 95 clients and NT servers). This material was also content for future CBT (Computer Based Training) Software development.

Transitional Resources July 1996 - September 1996

Trainer. Delivered custom and preprinted training content for software applications to end users, beginning to advanced levels for clients such as Price Waterhouse, Plant & Moran, Wyoming Community Education and Snelling Temporary Services.

The Knowledge Center April 1996 - June 1996

Training Manager. Responsibilities included: Establishing curriculum, marketing materials & sales, training procedure and course development for all topics of newly established training center; which required the ability to conduct introduction to advanced training in a classroom setting for: Microsoft products, Desktop Publishing, Internet use, Home page design and general computer operation; provide custom & standard onsite training, software support, custom database programming, and business Internet/Intranet development; as well as all administrative and management responsibility, including publishing a monthly newsletter.

Past President, Secretary, and Webmaster for the Autism Society of Kent County.

Marketing Director for Semantic User’s Group,

Active member of SharePoint User’s Group.

Contributing member of Expert Exchange (Expert Rank for SharePoint), Microsoft’s Technet and Dell internet support communities.

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