Diane L Rose
Greenfield,OH
Summary
Confident Technical Analyst with development, implementation and support experience. Demonstrated professionalism with excellent customer service and technical support experience. Advanced interpersonal and communication skills providing quality driven results in crisis resolution. Ability to utilize technical skills to test, troubleshoot and repair computer systems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Sales / Technical Support Advisor
Concentrix, Inc
WAH, OH
06.2020 - Current
- Knowledge of all technical concepts around hardware and software
- Delivering top level service that meets client needs and KPIs
- Served as primary point of contact for triaging technical issues.
- Provided technical process and subject matter expertise for devices to customers.
- Knowledge of products, pricing, promotions, and procedures
- Accurately notating customer and business accounts
- Ability to resolve and offer solutions in difficult queries
- Excellent problem-solving skills independent of supervision
Family Readiness Support Assistant
CTEC
Columbus, OH
03.2020 - 03.2020
- Provided training, administrative and logistical support to Unit Commander and Family Readiness Team
- Established, maintained and updated telephone trees, email distribution lists, FRG newsletter and social media page
- Provided Annual Family Programs Brief for unit service members and families
Crew Leader Assistant
US Census Bureau
Marietta, OH
04.2010 - 06.2010
- Interviewed, completed questionnaires for 2010 Census
- Managed six enumerators and assigned work according to production
- Trained employees in time management and proper ways to complete job duties.
- Monitored team members to verify work quality and address concerns.
- Pitched in to help with various job tasks, fill in for sick employees and complete projects.
- Transported daily work materials to worksite and staged supplies in work area to facilitate timely completion of day's goals.
- Reviewed all documents including completed payroll forms
- Document and provide daily/weekly production statistics to Crew Leader
Administrator Technical Analyst
OCLC, Apex Systems, Inc
Columbus, OH
04.2009 - 09.2009
- Managed internal/external technical support to gain remote access to licensed information through seamless web-based proxy server
- Authored technical requirement documentation to suit business goals and technological limits.
- Assisted clients in configuring and maintaining server
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Maintained and updated all support documentation via phone, email and website
- Advised and reported potential issues to appropriate software engineers
- Administered, maintained and troubleshoot upgrades with external clients
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Fostered communication between site locations by initiating increased site usage and remote operational review processes.
Technical Analyst
Fiserv
Columbus, OH
06.2005 - 09.2009
- Provided technical support of hardware, software and network connectivity related issues via telephone/email
- Maintained Microsoft Active Directory, file management, print services, user account administration and group policy
- Administered and troubleshoot computer systems
- Certified first responder for Medical and Fire emergencies (First Aid, CPR, and AED)
Education
Graduate Certificate - Information Security
Keller Graduate School of Management
05.2023
Bachelor of Science - Computer Information Systems
DeVry University
Downers Grove, IL06.2003
Skills
- Network Technology
- Remote Desktop Services
- Network Security Measures
- Statistical Recording
- Dedicated Support
- Military Protocols
- Community Outreach Programs
- Educational Programs
- Communications Strategies
- Organizational Standards
- Business Processes and Procedures
- Problem Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sales / Technical Support Advisor
Concentrix, Inc
06.2020 - Current
Family Readiness Support Assistant
CTEC
03.2020 - 03.2020
Crew Leader Assistant
US Census Bureau
04.2010 - 06.2010
Administrator Technical Analyst
OCLC, Apex Systems, Inc
04.2009 - 09.2009
Technical Analyst
Fiserv
06.2005 - 09.2009
Graduate Certificate - Information Security
Keller Graduate School of Management
Bachelor of Science - Computer Information Systems
DeVry University
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