Diane Scanlon

Email: diane@dirhody.com

 
Qualifications                       

• Accurate, efficient and detail oriented.
• Excellent oral and written communication skills.
• Advanced customer service and support skills.
• Over 10 year’s experience in support of computers, software and peripherals.
• Working knowledge of sales operations and technical support through web based enterprise software.
• Efficient with Outlook, Excel, Word and PowerPoint.
• Well liked by co-workers and management alike.
• Management experience.
• Able to work efficiently alone or with a team.
• Successful Background Check

Work History

Xerox Corporation – DocuShare Business Unit.  Palo Alto, CA - June 2005 – Present

DocuShare is a web-based Enterprise Document Management system that lets you easily store, access, and share information in a secure and collaborative work environment.

DocuShare License Key Desk Administrator – Sales Operations

• Manage the very busy license key desk by providing licenses to DocuShare customers when necessary. Increased Customer Satisfaction with Faster License Turnaround.
• Work closely with Executives, Support and Sales Staff daily to solve high level customer issues. 
• Serve as liaison between customer, sales team and technical support to insure that upgrades or server migrations go smoothly.
• Send expiring or expired support leads to the sales team for renewal.
• Maintain customer install base in Netsuite CRM system and insure the accuracy of Customer’s Install Records.
• Answer the main licensing phone line and answer license request emails.
• Assist with Order Processing as time allows. 
• Write and Design official training documentation and provide training to international license generation teams.
• Provide Pre and Post Sales Support to customers.

Customer Support Engineer. – DocuShare OnDemand

• Design demo sites on the DocuShare hosted service to show to customers in pre and post sales meetings. 
• Assist with the creation and design of DocuShare or CPX Demo Sites. 
• Logo and graphic design for demo sites.
• Provide technical support for International and Domestic customers.
• Assist with Quality Assurance testing of new versions of DocuShare.
• Implemented better ways to track customer data and support issues.
• Sales Support Lead – provide pre and post sales support to customers. 

Cornerstone Peripherals Technology, Inc.  Fremont, CA – Closed - Jan 2004 – Dec 2004

Customer Support Specialist

Cornerstone was a first class Monitor Manufacturer. They were not only a manufacturer, but also a reseller of other computer equipment through MonitorsDirect.com. Monitors.Direct had one of the best reputations in the industry until it closed.

• Accomplished first class Customer Service and Technical Support of laptops and peripherals sold through the web.
• Accomplished first class Technical and Sales Support of CRT, LCD, medical monitors and Plasma TV’s to achieve the highest possible score of 10 on resellerratings.com. 
• Assist with design of website.

American Legion Charitable Association Post 419 Bingo – Santa Clara, CA – April 2000 – June 2004

Bookkeeper / Finance Officer

The Post 419 Bingo was a successful Charitable Association Bingo for several years until it closed in 2004 due to a poor economy and shortage of patrons. I began as bookkeeper in 2000 and ultimately was promoted to Finance Officer in 2003.

• Interacted with accountants, state and city officials, police officials, and banking personnel.
• Insured accuracy of deposits and financial records and approved all purchases.
• Insured that all bingo business was in accordance with state and city bingo, gambling and charitable association regulation codes.
• Actively volunteered to assist with sales during the games. Assisted with management of sales team.
• Assisted other directors in deciding amounts and recipients of charitable donations.

Aviron – Mountain View, CA – April 2001-Feb 2002

Technical Support Analyst II

Aviron was a medium size BioChemical company that developed Flumist. The company was acquired by Medimmune in 2002.

• 2^nd Level Helpdesk Member. Performed desktop and software support, rollouts, upgrades, ghost imaging, printer and peripheral support. Logged and carried out service requests on a Remedy server.
• Managed special projects including maintenance of Great Plains/Microsoft Dynamics financial software.

Silicon Quest International, Inc. – Santa Clara, CA - 1999-2001

Network System Admin/Webmaster

Silicon Quest is a small Silicon Wafer manufacturer on Santa Clara, CA In 2001, their corporate office moved to Reno, Nevada.

• Solely Responsible for maintenance of entire Local Area Network including Desktops, Hubs, Switches, Peripherals ,  website design and software support.

Training and Education

• University of Phoenix BS/Information Technology/Visual Communications Degree Program - Expected Graduation - May, 2011.
• Technical Support training by leading monitor manufacturers at Cornerstone including Planar, ViewSonic, Samsung and Maxi Displays.
• Microsoft Office and Windows 2000 Administration at Aviron. 
• Tested on Widows 98, NT, XP and 2000 and Microsoft Office by RHI Consulting prior to placement at Aviron. 
• Management Training Program – Outlet Department Stores, Providence, RI – Management Experience
• High School Diploma, North Providence High School - Rhode Island
• Business Course - Office Practice – Attended Program in Pharmacy Technology

References

• Available on request.