Most recent resume for Deana M. Dubey.

1. Deana M. DubeyDeana M. Dubey
99 Beecher St.
Southington, CT 06489-4736 Cell Phone: (860) 302-6564
Personal email: dmdubey@snet.net
_____________________________________________________________________________________
Objective:
 With over 10 years of experience in the IT help desk field, I’ve acquired the ability to work with
people exhibiting a comfortable, friendly manner. I can offer a potential employer a true desire to
meet and exceed my job requirements and expectation. As a team player and my ability to work
independently, I can adapt to any work environment or situation.
Education:
 Southington High School Southington, CT 06489
1991-1994
Areas of interest: English, grammar, computers, photography, graphic arts, painting
Special Awards/Honors: Consistent first or second honors through my tenure. Awarded first
place local teen artist for the town of Southington, with artwork on display at various town
offices.
 Southington Continuing Education Southington, CT 06489
1997
HTML Webpage design: Earned a Certificate upon course completion.
Employment:
 ATOS North America (Previously Xerox, Previously ACS Healthcare)
2009-Present
• Current Positions:
o Technical Customer Support Specialist - Umass
o Umass - Knowledge Management Quality Assurance
o Knowledge Base Management
• Job Description/Tasks – Customer Support Technician - Umass:
o Level I help desk support for Umass Memorial Hospital
o Ticket logging via ServiceNow ticketing system
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2. o Assist users on all Microsoft Office applications (2003, 2007, 2010 and 2013)
o Assist users with Microsoft Operating Systems (XP-Windows 8)
o Troubleshoot peripheral issues (Printers, scanners, copiers, webcams, speakers,
etc.)
o Troubleshoot various hospital/clinical applications (including, but not limited
to):
Allscripts (EHR and Scan)
Follow-Me-Desktop/VDI/Horizon View VMWare
Citrix (Receiver, SSO)
SSL VPN/RDP
Outlook Web Access (OWA)
Meditech
Hyland OnBase
Soarian (Clinical and Financial)
IDX-Web/Centricity
Kronos Time and Attendance
Visicu/e-Care Manager
PACS RIS-IC (formerly Imagecast Radiology)
E-Learning/Health Stream
o Process online Security Access Request forms in a timely manner as not to fail
any service level agreements with the client
o Verifying Security Access Request form information matches user’s security
credentials (i.e. last 4 of social security number, employee ID #, or other
acceptable parameters)
• Job Description/Tasks – Umass Knowledge Management Quality Assurance
o Follow-up with users who submitted negative surveys for assistance they
received from our support center
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3. o Verify if I can assist with an issue that was not fixed. If unable to do so, triage it
to the appropriate group(s).
o Create an open line of communication, establishing trust and encouraging
negative and/or positive feedback from users
o Audit telephone calls between our help desk technicians and onsite users,
applying an Atos grading system
o Enter information into a multi user database so supervisors/managers can access
and pull information from accordingly
o Update a master Excel spreadsheet with pertinent information pertaining to
Service Level Agreements, Customer Satisfaction and historical data
comparisons
• Job Description/Tasks – Knowledge Base Management
o Use HTML code to update our application and general information knowledge
base, “Outsourcing” (this is our reference database which is used to assist callers
with problems they’re experiencing)
o Create documents for easy reference so technicians can easily find information
o Sit in on weekly conference calls with another hospital our help desk supports
(currently Queens Medical Center in Hawaii)
o Update Queens Medical Center knowledge base with any changes updates in
help desk policy and procedure
 ACS Healthcare Solutions
2005-2009
• Position: Knowledge Management Quality Assurance/Customer Care Coordinator
• Job Description/Tasks:
o Review customer satisfaction surveys
o Enter customer satisfaction surveys into the internal computer database
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4. o Send requests to the appropriate parties for poor survey follow-up requests
o Enter follow-up results from poor surveys into the internal computer database
o Aid the computer technicians with customer phone call overflow
o Assigning tickets/work orders to the computer technicians using Remedy
o Monitoring the phone status of computer technicians
o Listening to recorded telephone calls for Quality Assurance with our customers
o Running daily morning reports using MS Excel and emailing them via MS
Outlook
o Running monthly reports using MS Excel and emailing them via MS Outlook
o Assembling month end report booklets and shipping them out via UPS
o Creating customized spreadsheets for manager using MS Excel
o Creating customized word documents for managers using MS Word
o Maintaining a record of employee training completion using MS Excel
o Maintaining the internal computer database for employees parking tags
o Assisting co-workers with programs they may be unfamiliar with (i.e. Excel,
Word, etc.)
o Organizing special occasion luncheons for the office and potential/current
clients
 Lancome Cosmetics National Makeup Artist (Freelance)
2003-2005
• Position: Freelance makeup artist for a worldwide cosmetic leader
• Job Description/Tasks:
o Travel to special locations for special Lancome sponsored events. This typically
would consist of customers who are loyal to the brand making special
appointments for complete makeup application. Also, these events could include
customized application lessons for customers.
 Filene’s Meriden, CT 06451
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5. 2002-2003
• Position: Make-up artist/Beauty Consultant for Lancome Cosmetics
• Job Description/Tasks:
o Sales position with makeup artistry
o Maintain a personal customer log with product favorites and potential favorite
items
o Create a friendly rapport with customers
 CVS Pharmacy Southington, CT 06489
1996-2002
• Position: Connecticut Licensed Pharmacy Technician
• Job Description/Tasks:
o Received State of Connecticut Pharmacy Technician License
o Extensive knowledge of prescription drug names and their uses
o Deciphering handwritten/hard copy prescriptions from Latin abbreviations to
English
o Entered prescriptions into the computer database
o Retrieved drug dispensing bottles to be counted for customer prescriptions
o Counted, bottled and labeled customer prescriptions for Pharmacists review
o Helped co-workers ring up prescriptions for customers
o Aided in the ordering/stocking of the pharmacy inventory
o Called customers physician for medication refill approval
o Called customer insurance company, if needed, to clarify coverage information
o Updated customer information in the computer database
 CVS Southington, CT 06489
1993-1996
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6. • Position: Cashier/One hour photo
• Job Description/Tasks:
o Ring out customer purchases through the register
o Stocking/cleaning shelves
o Running the One hour photo machine
o Entering film being dropped off into the computer database
o Checking in returned film into the computer database
o Contacting customers when their special orders came in
o Maintaining the chemicals in the One hour photo machine
Gained Work Experience and Goals:
 Proficient in the Microsoft Office packages (2003, 2007, 2010 and 2013)
 Proper grammar and editing skills
 78 wpm typing skills with 99% accuracy
 Skilled with multi-line phone system
 Ability to multi-task and prioritize
 Troubleshooting knowledge of common and semi-complex PC problems
 Knowledge of various office machines
 Astute work ethic
 Timeliness
 Organization skills
 The desire to learn and further myself and my career (which can include further
education)
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7.  Adaptability to various work environments
 Passion to meet and exceed expectations of my employer
 Extensive knowledge of medication as well as brand/generic names
 Ability to read and decipher handwritten/hardcopy prescriptions
References:
Sunil Williams (860) 406-1632
CGH Healthcare
Raleigh, NC
• Sunil was my manager at ACS Healthcare Solutions.
Courtney Bauknecht (203) 598-5119
Brass Hills Magnet School
Woodbury, CT
• I was a colleague of Courtney’s at various times in my careers
Euclides Velazco (860) 479-1487
Umass Memorial Healthcare Center
Worchester, MA
• Euclides was my manager at Xerox/ACS
Hobbies:
 Spending time with my son
 Local small business owner
 Internet research on varying topics
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8.  Keeping up with pharmaceutical information and research
 Researching Veteran’s Affairs
 Reading
 Repurposing furniture
 Cooking and baking
 Gym/yoga
 Art
 Tattoo design
 Movies
 Music
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