1. Deborah Ann Collins
944 S. Russelee Dr. West Covina, CA 91790
Phone Cell (626) 677-6015 Email igyrusty@verizon.net
Profile
 More than 15 years’ successful experience in Technical and Customer Support with
recognized strengths in account maintenance, problem-solving and trouble-shooting, sales
staff support, and planning/implementing proactive procedures and systems to avoid
problems in the first place.
 Possess solid Hardware and Software Computer skills.
 Excellent working knowledge using both Windows and Mac systems, Microsoft Office, SQL,
CRM, and R3.
 Ability to train, and motivate customer service employees. A team player, Worked Daily with
Product Management and Engineering teams.
Experience 2011-2014 Aten/Iogear Foothill Ranch, Ca.
Customer Advocacy Technician
 Supported phone, email, and live chats for over 400 products to determine product
failure or software issues and approved warranty replacements.
 Processed warranty and courtesy part orders.
 Provided the companies only support for Windows 98 to Window 8.1 and Macintosh 9.0
to 10.8 systems.
 Supported Networks that also included IR and Bluetooth Wireless devices that range
from keyboards, KVM’s and Audio/Video devices and cables.
 Documented each call in the database.
 Worked closely with product management to report reoccurring product issues and to
suggest improvements to user guides and quick setup guides.
 Reviewed and entered the user guides, drivers and FAQ's to the knowledge base
system.
 Responded to Amazon reviews.
 Provided support to Corporate Levels, Major Accounts and End users.
 Also Promoted Sales of products.
 Helped with training new Employees.

2. 2006–2011 Brother International Bartlett, Ten.
1998–2006 Irvine, Ca.
Tech/Customer Service Rep
 Started at level 3 promoted to level 1 support in 9 months.
 Documented all calls in the current used system.
 Dealt with Corporate calls as well as End Users and Major Accounts.
 Provided Technical Support for Windows 3.1 to Windows 7 and also Macintosh 8.1 to
10.3.
 Supported Printers, MFC’s, Label Printers, Garment Printers
 Tested new Products prior to the release to the market.
 Provided support for Networks.
 Also involved in overflow call backs, and responding to incoming emails.
 Used CRM, Sap, Aspect, R3, Kana.
 Support for a variety of Windows and Macintosh Software.
 Took courses in all Office programs and SQL.
 Reviewed User Guides for mistakes prior to posting.
 Worked with Engineering and Product Managers to report recurring Issues.
 Determined warranty or if it needed to be escalated up to Product Managers Review.
 Also offered Sales on each call for consumables.
 Received Employee of the Month, Employee of the Quarter for High Sales and
Recognition of Excellence Awards.
 Received Impact certification in Getting to the Heart of Technical Support.
 Received Certificate of Completion for CRM Training
Education 2008 Southwest College Bartlett, Ten.
 Word 1, 2 Access 1, 2 SOL 1, 2, 3 Excel 1, 2. Outlook 1,2,3 PowerPoint 1,2
2008 Impact Learning Systems International
 Comp TIA Certified in Getting to the Heart of Technical Support.
1986–1988 Control Data Institute Monrovia, CA.
 A.S. Computer Technology