F. Sean VandeWall *** Piper Drive, Madison, WI ***11

Email: ade81b@r.postjobfree.com

Home 608-***-****

Professional Experience

Support Analyst I June 2020 to present

Cumberland Consulting Group Madison, WI

Epic Software Support

• Provided technical assistance to computer users as first-line support for electronic health record system issues. Answered questions and resolved basic software and application problems for customers via telephone and electronically. Routed complex or emergency issues to appropriate internal personnel promptly.

Digital Operations Assistant January 2005 to March 2020 The Printing House Inc. Stoughton, WI

Digital Media Production

• Assist the Project Manager in communicating with the customers for required files, changes, and submissions prior to, and after the conference.

• Help authors meet the IEEE requirements for submission of their paper for publishing.

• Create Main Menus, Table of Contents, Author and Keyword Indexes for ease of navigation.

• Combine the published authors papers, frontal materials, and menus to create a portable conference document.

• Data loading and replication of digital media (USB/CD/DVDs)

• Oversee the submission of materials to IEEE Xplore Digital Library. Technical Support

• Overseeing system maintenance, software/hardware upgrades, backup, and repairs for our network of computers.

Graphic Design

• Create or change artwork using Adobe InDesign, Illustrator, and Photoshop. Achievements

• Reduced creation and review times by several hours implementing batch automation processes.

• Converted the company database from Goldmine to ACT! Technical Support October 2002 to December 2004

Innovation Technologies Worldwide Inc. Cross Plains, WI

• Responsible for handling incoming calls regarding technical issues that service dealers are experiencing with their voicemail computer systems.

Computer Support Analyst II September 1997 to October 2001 TDS IS Madison, WI

Technical Support

• Support of over 500 employees in daily operations.

• Responsible for talking users through PC and software problems.

• Processing all incoming calls, splitting voicemail and email into two succeeding call tracking packages.

• Coordinating with second tier support.

• Worked with large and small sized teams to better support the users in the field.

• Development of Knowledge Based Intranet - Keeping up to date all current policy and procedures as they pertained to the supported hardware and software.

Achievements

• Reduced personal call times down to 4.0 minute average.

• Reduced callbacks with 80% closed on first contact average.

• Averaged 110 calls processed per week.

• Implemented Initial Knowledge Base website.

• Consistently met Customer Response time rating of 100%.

• Customer Response rating average of 4.5 (out of 5). Technical Support Analyst II, Hardware Lab Technician/Trainer August 1995 to September 1997 Softmart/Sitel Madison, WI

Windows 95

• Working directly with Microsoft Engineers to pilot the public rollout of Windows 95

• Nationwide support of a brand new operating system for home consumers and network professionals

• Communicating new issues to the Microsoft Knowledge Base

• Ordering replacement software, and working together with Microsoft Technical Support to resolve all unique issues.

Fidelity Online Trading Software

• Worked with the first team to support a brand new online service. Responsible for configuring dial-up connections to Fidelity servers, and configuration of client software. Valued member of the Productivity Team

• Worked closely with management to discuss issues of productivity, employee concerns, and workspace environment.

Achievements

• Highest average call volume, highest rate of closed on first contact. Store Planning CAD Operator June 1992 to October 1995 Famous Footwear Madison, WI

Retail and Outlet Store Design

• Produced AutoCAD draft documents for Construction Managers for field use.

• Coordinated projects across several resources including VP of Retail Sales, VP of Real Estate, District/ Regional Managers, Director of Store Planning, and local Government officials.

• Received project priorities from the Director of Store planning. Assigned projects to two internal AutoCAD operators and worked with an out-of-state Architectural Firm for additional documentation and building plans for project completion.

• Designed AutoCAD database and programs to decrease project time. After implementation, drawing time for each project was cut by as much as 2 hours per project. Military History

Lance Corporal September 1990 to July 1994

United States Marine Corps, Reserves (Honorable Discharge) Madison, WI Education

James Madison Memorial H.S. June 1989

Diploma Madison, WI

UW Madison School of Business August 2001

Improving Communication Skills – Certificate Madison, WI Technical Education

Supporting Windows 95/98/NT4.0/XP/2000/7/8/10

Java Script and Visual Basic Scripting for the Web Web and CAD Design

MS Office Suite (incl. Access)

Adobe CS Suite (Photoshop, Illustrator, InDesign, Acrobat, Premiere, Lightroom) PC Building and Repair

Networking and TCP/IP Basics

Professional References

David J. Wood

8321 Dolomite Ln

Madison, WI 53719

608-***-****

ade81b@r.postjobfree.com

Tia Fulmer

3275 Mansion Circle

Mc Farland, WI 53558

608-***-****

ade81b@r.postjobfree.com

Scott Zingsheim

3435 North Kilpartrick Ave.

Chicago, IL 60641

815-***-****

ade81b@r.postjobfree.com

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