Customer Service Training

Susan Gray Boren

**** ***** ***** ***** - **********, Alabama 35242

(Cell only) 334-***-**** - Email: ***********@**********.***

Summary:

•Cross-Platformed Systems Administrator certified in Windows and Macintosh operating systems; highly competent in all phases of desktop publishing support of magazine and newspaper production, moving to web support and online social networking. (Facebook and Twitter)

•Proficient to react to change productively and handle other essential tasks affectively within a deadline environment.

•Willing to serve, mentor or lead.

Certifications:

•ACMT Apple Certified Macintosh Technician 2011

•MCDST Microsoft Certified Desktop Support Technician 2010

•Adobe Photoshop Expert CS2 Certification 2009

•Comptia A+ Certification 2008

•ACHDS Apple Certified Help Desk Specialist certification December 4, 2006

•Received leadership 2000, Gannett Self Leadership, and Gannett Managing by Values. Management training equal to 40 hours as being selected a promotable.

Classes completed and certified, Zinger Miller Leadership 2000

Experience:

Woman’s Missionary Union, Birmingham, Alabama

Cross OS Platformed System Administrator July 2006 to present

•Serve as front-line support and troubleshooting, various layers of issues from networking, printing, email,

Internet and hardware issues for both Windows and Macintosh systems, Adobe CS2, and MS Office.

•Evaluate issues to determine what level of service should be considered.

•Served as backup for the phone system, assisting users with issues concerning voicemail and accessibility.

•Maintain Windows and Macintosh user database it include all serial numbers for both hardware and software.

Upgraded and quarterly updated applied to Microsoft Windows operating systems, along with replacing PC’s

equipment rotation. Currently 19 Macintosh computers, G5 and iMac G4, and 95 Dell Windows Desktop and

laptops.

•Appointed to developed and facilitated online live training and created custom learning blue prints for the

selected users for Raiser’s Edge Fundraising software.

•Provide technical support and training for Windows and Macintosh hardware and operating systems;

desktop publishing-related software including Adobe Creative Suite and Suitcase Fusion.

•Develop and deploy a variety of solutions for managing and supporting Windows and Macintosh computers,

applications, including recommending purchases of hardware and software.

•Developed a strategy for re-imaging G5 and iMac computers with a follow-up of training Mac OS X (Tiger),

providing a comprehensive training manual.

Apple, inc The Summit , Birmingham, Alabama

Specialist/Creative (Part time up to 12 hours a week) March 2006 to present

•Apple Specialists are at the heart of our reputation for extraordinary customer service. Enriching lives.

•Apple Creatives believe that anything is possible if you put your Mac to it and they want the world to know it.

MailSouth, Inc., Helena, Alabama February 2006 to July 2006

Prepress and Macintosh Specialist

•Received digital files from clients and salespeople and completed necessary preflight work needed for their

successful ripping and printing, managing workload to assure files are processed as quickly and accurately as

possible. Assisted other Prepress Technician personnel as necessary.

•Assured quality in all digital files received, downloaded or created by the Graphic Services Department.

•Point of contact for clients and salespeople for answers and service relating to digital or the technical aspects

of printing. Upgrade, troubleshoot and maintain all Graphic Services hardware and software.

•Responsible for the logging, tracking and returning of client disks. Scanned customer art on desktop scanner.

Media Services, Southern Progress Corp May 2004 to June 2005

Macintosh Desktop Helpdesk/Software Trainer

•Provided training for Quark users in the utilization of Adobe Indesign CS. Coordinated training for 400

employees migrating from OS 9 to OS X, as well as provide training for Quark 6.0, Adobe Illustrator,

Photoshop and other desktop publishing applications. Responsible for tailoring specific training needs for

editors and production artists.

•Providing Macintosh phone and remote support for 500 users, including Macintosh operating system, desktop

publishing applications, troubleshooting and problem solving.

•Evaluated issues to determine what level of support required for sending of an onsite technician if needed in

a deadline oriented environment.

•Maintained Footprints inventory tracking system and created concise presentation of problems and solutions

for knowledge base.

Montgomery Advertiser Newspaper December 2000 - May 2004

Publishing Systems Specialist – Production

•Served as Chairman of 2nd Operating Committee to oversee production of the Special Editions that were

published with the regular paper to insure deadline.

•Implemented and oversaw establishment of Champions Program, selected key employees to oversee and

report to the 2nd OC of the status of Special Editions.

•Maintained, installed and repaired newspapers production systems equipment.

•Preformed full range of department operations, including operating systems (Windows and Macintosh) and

applications software.

•Provided custom support of all systems, including applications.

•Responsible for deadline contingent problem solving.

•Trained Newsgraphics, creative advertising artists as well Prepress employees in task specific applications.

Leisure Arts, Inc. (Time Warner Inc.) March 1996 September 1999

Macintosh Publishing Systems Specialist

•Installed and maintained 120 Macintosh workstations and 3 Macintosh servers using Appleshare including

weekly maintenance.

•Provided daily server backups and monthly archiving of completed publications on tape and CD

•Installed ISDN direct connection to prepress house for the retrieval of high resolution images.

•Upgraded database of new equipment and inventory service and warranty work.

•Trained users on Macintosh systems and desktop publishing applications.

Graphic Design Artist (Leisure Arts, Inc.) February 1988 to April 1996

•Coordinated art, editorial and production element for 51 bi-monthly issues, 32 pages, 4-color craft

publication.

•Layout, photo styling, copy specs and schematic instructional charts.

•Produced the first 28 issues conventional paste-up methods including producing pattern charts.

•Produced the last 23 issues with Mac OS, using graphics support software, QuarkXpress, Adobe Photoshop •and Illustrator.

Skills:

Operating Systems: Macintosh Operating Systems OS 6.7 THRU OS 9.2, OS X (10.6) Snow Leopard, and Microsoft Windows 95,

98, 2000, XP and 7

Graphics: QuarkXPress 3.32, 4.0, 4.02, 4.1, Quark 6.5 for OS X; Macromedia Freehand 5, 5.5, 7, 8 and 9;

Adobe PhotoShop 3, through7; Adobe Acrobat 4, 5; Adobe Illustrator -10; Adobe Streamline 3, 4; Adobe Creative Suite CS,

CS2, and CS4. Microsoft office for Windows, and for Macintosh OS 9 and OS X. Extensis Suitcase for OS 9 and OS X,

Extensis Fusion for OS X, Font Reserve for OS X

Communications and Networking: Facebook, Twitter. Firefox browser, Safari, Microsoft Internet Explorer,

Netscape Navigator 4.7 through 7; Fetch; Microsoft Entourage for OS X, Eudora Mail Client; Outlook for windows and Mac;

Microsoft Mail for Mac; Apple Remote Access; Sagem Planet Card/Geo Port (For Dedicated ISDN Line), and AppleShare 5

Zterm; NASA Telnet for Macintosh; Free PPP;

Archiving and Retrieval: Retrospect (Back-up tape Exabyte 8MM Tape drive and Dat 4MM Tape drive) Nero and Toast for

Archiving on CD.

Education, University of Arkansas at Little Rock, achieved junior level standing toward a B.A. degree in Commercial Art/Biology Minor

Arkansas Polytechnic College, completed freshman and sophomore course work.

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