Valerie C. Dennis

1751 Cricket Hollow Dr.                                                                                                                                                         Austin, Texas, 78758-4254

512.799.8836                                                                                                                                                                             jobsearch@ivalerie.com

 

Objective

I am looking for opportunities that utilize my skills and qualifications allowing me to provide the best possible service for the customer.

 

Summary of Qualifications

I have extensive experience serving the customer in several industries with recent experience in supporting records management software.

 

Technical Skills

Word, Excel, Access, PowerPoint, Publisher, Outlook, SharePoint, OneNote, Oracle SQL Plus, SQL Server, Connect Care, Salesforce, Linux, Windows XP, Photoshop, 68 wpm, AdvancedMD, Bugzilla, ICOMS, home and office networking including wireless

 

Relevant Experience

Support Analyst II                                                            Manatron, Inc, Austin, Texas 08/2008 – 05/2010

  • Provide daily phone, email, or remote first-line support to clients including logging and monitoring calls in ticket tracking system.
  • Escalate unresolved issues to second level support.

Technical Support Rep                                            Time Warner Cable, Austin, Texas 04/2008 – 08/2008

  • Provide technical assistance for customers with cable, internet, wireless internet, and digital phone in a call center environment.

Customer Service Director and Software Trainer             Catalis, Inc, Austin, Texas 01/2005 – 01/2008

·         Served as Director of Customer Service Department.

·         Provided daily support to customers, resolving software, network, or hardware issues either directly or after conferring with the appropriate technical personnel when necessary.

·         Managed ticket tracking system, Salesforce.

  • Documented support troubleshooting flow charts allowing level 1 and 2 support personnel to work quickly and efficiently in helping the customer.

·         Managed new contracts to guide the implementation/installation process from receipt of contract to completion of training.

·         Trained internal employees to use the software.

·         Wrote training plans for customer training.

  • Trained customers on site.
  • 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, Texas05/2000 – 06/2003

  • Interviewed clients.
  • Wrote legal documents as dictated.

Tax Preparer                                                                    Jackson Hewitt, Austin, Texas 01/2000 – 05/2000

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

Homemaker/Homeschool/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                                                                              06/2001 – 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