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MaryAnn Rapuano• Career Accomplishments • Software Corporate Trainer • Software Support Specialist • Technical Writer • QA Specialist • Helpdesk Support Specialist • Middle/High School Science Teacher • Vault Comptroller and Sales Associate
MaryAnn Rapuano – Corporate Software Trainer• Developed Training Classes for users, customers, support and development engineers for banking and financial services applications.• Established and implemented company Microsoft Windows training courses.• Configured environment to optimize software and hardware training.• Devised and delivered training classes for Field Service Technicians.
MaryAnn Rapuano – Here She is in the Corporate Training Room
MaryAnn Rapuano-Software Support Specialist• Championed multiple/dual roles as software support specialist, Quality Assurance engineer, technical support, and senior trainer/instructor.• Facilitated all aspects of testing, configuration, training, end-user support, QA compliance, maintenance, and installation.• Trained and managed helpdesk personnel.• Supported UNIX, DOS and Windows environments.
MaryAnn Rapuano – Manager, Software Services• Supervised, mentored, and led team through software duplication and distribution processes.• Modified and managed database reporting for monthly financials/accounting.• Oversaw product releases of software.• Managed company product Helpdesk.
MaryAnn Rapuano – What She Did Right• Excelled in role as software support engineer for Oracle and proprietary based financial services/banking applications for a key client. Devised and wrote support procedures and documentation.• Conceptualized, planned, and launched customer product support helpdesk and helpdesk procedures for UNIX / Windows banking applications.• Seamlessly co-authored maintenance and installation project documentation for a field service organization and software support group.• Responsible for software quality assurance, onsite delivery/installation of software to client and successful problem resolution working with customer and development engineers.• Generated savings for key banking customer by establishing processes for existing hard drive reimage.• Two-time winner of Customer Service Awards for excellence in relations building, business development.
MaryAnn Rapuano – Middle/High School Science Teacher• Science Teacher/Instructor for Guilford Board of Education, Adams Middle School, Guilford, CT,• Ecology Course Instructor - New Haven Board of Education, Sound School, New Haven, CT.
MaryAnn Rapuano – Here She is Teaching the Kids
Here’s the Resume• MaryAnn Rapuano • PROFESSIONAL EXPERIENCE• 11 Hobson St, East Haven, CT 06512 • COMPUCOM, Dallas, Texas – Milford• 203-469-1102 / 203-645-1167 • maryann Connecticut Office – (1983 – 2011) .email@example.com • Software Support & QA Specialist / Technical• SOFTWARE / HARDWARE TRAINER / SUPPORT Writer (1996-2011) & QA SPECIALIST / TECHNICAL WRITER / • Championed multiple/dual roles as software HELPDESK MANAGER support engineer, technical support, and senior• Award-winning, expert software technology support trainer/instructor. Facilitated all aspects of testing, professional / trainer with demonstrated success in configuration, training, end-user support, QA Banking Application/System support. Engaging compliance, maintenance, and installation. client-focused leader with expertise in technology Supported UNIX, DOS and Windows environments. and software application quality assurance, Successfully designed and executed support problem resolution, training/documentation and projects of Software Installation for major financial course development. Detailed leader who ensures customer. optimum user experiences through exceptional • Senior Technical Instructor (1983-1991) collaboration among cross-functional teams to • Formulated and launched training classes for accomplish goal in a timely manner. Trusted customers and personnel for various banking and instructor and dynamic team player with proven financial services applications for bank automation record of client satisfaction. software application packages. Established and• Software Support (in a development, quality implemented company Microsoft Windows training assurance and helpdesk environment) for Banking courses. Configured environment to optimize• Applications/Systems • Demonstrated Customer software and hardware training. Devised training Service Skills • Business Process Reengineering / classes for Field Service Technicians. Deployment Customer Needs Analyst • • Manager, Software Services (1992-1995) Policies/Procedures Development • Compliance • IT • Established and managed company product End-user Support • Technical Writing • Training Helpdesk. Trained and managed helpdesk Program Instruction and Design personnel. • Supervised, mentored, and led team through software duplication and distribution processes. Modified and managed database reporting for monthly financials/accounting. Oversaw product releases of software.
Resume Continued• Key Accomplishments: • Early experience as a Teacher/Instructor for• Excelled in role as software support Guilford Board of Education, Adams Middle engineer for Oracle and proprietary based School, Guilford, CT, New Haven Board of financial services/banking applications for a Education, Sound School, New Haven, CT. key client. Devised and wrote support • EDUCATION & CREDENTIALS procedures and documentation. • BS, Secondary Education/Biology, Southern• Conceptualized, planned, and launched Connecticut State College customer product support helpdesk and helpdesk procedures for UNIX / Windows • AS, Biomedical/Electrical Engineer, Greater banking applications. New Haven State Technical College• Seamlessly co-authored maintenance and • Connecticut State Teachers License installation project documentation for a field (Provisional) • DELL Laptop Certification service organization and software support group. • TECHNICAL SKILLS• Responsible for software quality assurance, • Software: UNIX, Linux, MS‑DOS, Microsoft onsite delivery/installation of software to Windows, 3.0, 3.1, NT, XP, 2000, 2003, client and successful problem resolution Microsoft Office Products, Outlook, Outlook working with customer and development Express, MS SQL, Oracle, Remedy Help engineers. Desk Products, Visio, Terminal Server,• Generated savings for key banking Remote Connection, Telnet, RCMD, customer by establishing processes for VMware, Norton and McAfee Antivirus existing hard drive reimage. Software, Adobe, CICS, Live Meeting.• Two-time winner of Customer Service • Networks: DHCP, DNS, WINS, TCP/IP, Awards for excellence in relations building, SNA, Bisync, Hubs, Switches, Cabling, Raid business development. Configuration and Ethernet. • Hardware: DELL Servers, Compaq Servers, Olivetti /Dell Personal computers, DELL Laptops, Altos/Fortune Processors.
Parting Thought• If you want to work in IT• A sense of humor is the key• If you want a guarantee• Take a chance on someone like me !!!!!!• Home Telephone: 203 - 469 - 1102• Cell Phone: 203 - 645 -1167• Email: firstname.lastname@example.org