Valerie C. Dennis

12820 N Lamar Blvd, Apt 1311      

Austin, Texas, 78753-1239

512.799.8836 

jobsearch@ivalerie.com

 

Objective

I am seeking a position that will utilize my skills and qualifications in order to provide the best possible product and/or service.

 

Summary of Qualifications

I have extensive experience serving the customer in several industries with recent experience in testing, supporting, documenting, and deploying healthcare software.

 

Technical Skills

Word, Excel, Access, PowerPoint, Publisher, Outlook, Windows XP, Linux, Oracle SQL Plus, Salesforce, Photoshop, Paint Shop Pro, AdvancedMD, home/office networking wired/wireless, type 68 wpm

 

Relevant Experience

Tier 3 Support and Software Trainer     Catalis, Inc, Austin, Texas 01/2005 – 01/2008

·         Provided direct customer support at the Tier 3 level as well as served as department manager. In this position, I helped resolve customer issues either directly or after conferring with the appropriate technical personnel when necessary. In addition, I supervised other support and training personnel who provided “front line” support to customers.

·         Managed new contracts to guide the implementation/installation process from receipt of contract to completion of training. Ensured equipment order placed in a timely fashion, customer understood their responsibilities, timely receipt of implementation information, installation date set, and training scheduled.

·         Troubleshot network and hardware issues that affected the customer’s use of the software.

·         Troubleshot data issues.

·         Managed case load in Salesforce allowing tracking client issue trends as well as ensure that no issue was left unresolved.

·         Trained internal employees to use the software which resulted in trainers and others better understanding the functionality of the software and instilling more confidence during installation and training.

·         Wrote training plans for customer training.

  • Trained customers on site.
  • Documented support troubleshooting flow charts allowing level 1 and 2 support personnel to work quickly and efficiently in helping the customer.
  • Documented market requirements.
  • Documented software.

Quality Assurance Engineer Catalis, Inc, Austin, Texas 01/2003 – 12/2004

·         Manually tested software product.

·         Wrote test plans.

·         Wrote test scripts.

  • Wrote software specifications and requirements.
  • Created process and procedures for builds and data allowing the QA group to work independently from development.

Family Law Paralegal    John Harris, Attorney at Law, Austin, Texas 05/2000 – 06/2003

  • Interviewed clients.
  • Prepared legal documents as dictated.

Tax Preparer       Jackson Hewitt, Austin, Texas 01/2000 – 04/2000

  • Prepared personal income tax returns using computer-based tax preparation program.

Volunteer        Crossroads Community Church 01/1994 – 12/1999

  • Maintained church books with Quicken.
  • Prepared annual budget.
  • Wrote and published monthly newsletter.

Tax Examiner     Internal Revenue Service, Austin, Texas 10/1985 – 01/1994

·         Worked with taxpayers delinquent in both filing and paying tax returns.

·         Completed tax returns as required by law as needed.

  • Adjusted tax returns based on taxpayer 1040X or internal examination as well as moving tax returns from incorrect taxpayer ID, form, or year for both business and personal tax returns.
  • Developed and documented various procedures for delinquent returns.
  • Developed and organized training.

 

Education

Austin Community College       05/2000 – 05/2003 Austin, Texas

·         AAS Technical Communications

·         AAS Computer Information Technology – Microcomputer Applications Support

·         AAS Computer Information Technology – Local Area Network Systems Network Administration

  • Certificate in Computer Information Technology – Database