1. Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
https://www.linkedin.com/in/diana-cuebas-doyle-6694aa16
Looking to continue in Computer (Technical/Software) Support(help-desk), and
administrative/clerical fields:
• Proficient with Windows OS, Microsoft Office applications such as, Word, Excel (Microsoft Excel
2007 Basics, April 2012, & Microsoft Excel: Beyond the Basics, September 2014 Certificates of
Completion) and Outlook, CRM software (PeopleSoft, RightNow, Oracle Business Suite), Axosoft,
Citrix (including Shadow, password problems, resetting instances), Go-To-Assist, Adobe
Connect/Breeze.
• Proficient in interpreting and manipulating XML documents (language used for Federal and most
State e-file returns) in order to find any e-file rejections, fix and send if caught before transmitting,
or after being transmitted and rejected by jurisdiction. Received from Penn State Continuing
Professional Education Introduction to XML Certificate of Completion (April 2013).
• Ability to accurately and quickly document customer activity (accurate spelling, typing and
grammar), accustomed to handling sensitive, confidential records. Data skills include record
keeping, researching, translating, updating/managing databases and diagnosing and resolving
hardware and software problems. This included entering/updating/deleting pertinent information
regarding use of software into a knowledgebase search engine.
• Outstanding Customer Service (communication) and Computer Support (help-desk) skills,
Bilingual (Spanish/English), ability to interpret and communicate effectively in a variety of support
venues such as person-to-person, phone, email and chat for software support.
• Self-sufficient and able to work independently with little supervision.
• Along with possessing a good work ethic, I always demonstrate professional conduct including a
positive attitude and enthusiastic approach to my responsibilities.
Lead Deployment Technician
December 2015 • KForce Technical Staffing, Sunrise, Fl
Contract Employee forEvolvTechworking/updating Lee County Schools student Chromebooks
• Team 2 "Captain" overseeing contractoremployees
• Traveling to various middle schools within Lee County School District

2. Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
• Checking student Chromebooks and pulling Chromebooks showing as "writeable" and/or "DEV"mode
• Disabling "writeable" and/or "DEV"mode by remove the bottom coverand addressing the WP screw to
change to "protected"modeto avoid user to circumventthe school administration’s security and
management of the devices.
Software Support Analyst II
07/2011 - 10/2015 • Vertex Inc., Sarasota, Fl.
Providing softwareproduct support to customers answering calls and e-mails, documenting quality, detailed
technical and problem information:
• Assisting/troubleshooting softwareproduct related application questions or technical questions/problems
in product implementation, product functionality and bugs/enhancements.
• Proficientin interpreting and manipulating XMLdocuments (language used forFederal and most State e-file
returns) in order to find any e-file rejections, fix and send if caught beforetransmitting, or after being
transmitted and rejected by jurisdiction.
• Providing appropriate referral to other service areas or departments, follow-up,testing, troubleshooting
and escalation.
• Participating in testing of system and/or application enhancements or modifications forStates software.
• Researched and investigated Corporate Tax federal and state tax law information, company tax preparation
softwareinformation and entering this data into company knowledgebase search database for Customer and
in-house SoftwareSupport Analyst use.
• Received a 4.8 out of 5 "Stars" in Customer Satisfaction surveys
Various Positions
12/2007 - 04/2011 • Jackson Hewitt Technology Services LLC, Sarasota, Fl.
Tax SoftwareSupport-Tier3:
• Answering calls assisting, troubleshooting network or localsystems and tax-related issues from tax
preparers involvingfederal and state tax laws all overthe United States.
• Researching and problem-solving issues related to individual income tax and tax return preparation
softwareinvolving federal and state issues.

3. Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
• Providing complete documentation regarding received calls, via investigation, interpretation and resolution.
• Researching and investigating federal and state tax law information, company tax preparation software
information and entering into “Ask Jackson” intra-company database forJackson HewittTax Preparers.
• Answering “Ask Jackson Hewitt” e-mails from JacksonHewitt.compublic website from the general public, in
English and Spanish.
Quality AssuranceAnalyst:
• Participating in testing of system and / or application enhancements or modifications prior to release for
inner company , franchise and company owned officesuse
BilingualCustomerService:
• Answering Customer Service calls, mainly to Spanish speaking customers (general public),from finding the
local JacksonHewitt officetothe status of their refund. This includes documenting the calls regarding their
experiences and complaints using company based database software.
Gold GuaranteeRep:
• Answering Gold Guarantee (tax preparation insurance-type claim coverage)Administration Department
calls from tax preparation officesand customers (general public) inquiring on the status of a claim.
• Investigating and recommending approval or denial for Gold Guarantee (tax preparation insurance-type
claim coverage)claims involvingfederal returns, state returns, letters fromIRS and state department of
revenue.
Data Listings Specialist
7/2006 - 8/2007 • Miles Media LLP, Sarasota, Fl.
Managing business listing information for tourism industry for printed visitor guide magazines, destination
websites (HTML) and email marketing (state, county and/or city) whiledelivering Customer service and
assistance to businesses and attractions listed to best describe their tourism purposes.
• Managing supplier and industry listings, populating website, driving e-mail marketing program and
verifying- via phone, e-mail and US postal mail - to assure the most up-to-date information.
• Diagnosing, troubleshooting, and resolving customer experience in environments servicing local and
remote users via the company design software application.
• Using database driven applications, MicrosoftAccess and Excel forcompany marketing mailings, for
customer approval prior to commencing data collectionof listings.

4. Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
• Creating client-based spreadsheets forConvention and Visitor's Bureau and/or Tourism Department
listings for adding/deactivating listings and mailing lists for the company’s promotional campaign.
~ Winnerof 2007 WEB AWARD "Outstanding Achievementin WebsiteDevelopment"in Data Listings forCharlotte
Harbor& the Gulf IslandsWebsite - Travel Standard of Excellence.
Member Services Representative
11/2005 - 4/2006 • Financial Insurance Management Corp., Sarasota, Fl
Providing membership programs such as American Traveler Motor Club, Home Benefits, Inc. and Home and
Auto Security (similar to AAA Motor Club & Leisure travel organization); worked in call center handling
incoming calls withurgency and care.
• Bilingual skills (English/Spanish)
• Providing call consultations, verifying memberships, entering criticalinformation into an internal database,
analyzing each individual situation, taking appropriate actions ensuring safety and dispatch assistance and
working wellunder pressure.
• Computer proficiency (MS Officeapplications)
Mental Health Associate (Psych Technician), Patient Services
5/2004 - 10/2005 • Lancaster General Hospital, Lancaster, Pa
Providing assistance and supervision to patients experiencing mental health issues in a hospital based
setting.
• Taking patient vitals and charting, discussing treatments with families and significant others
• Supporting, cooperating with nursing staff under multidisciplinary health team members supervision
(using HIIPAregulations); providing individual, group (up to 20 patients) and other counseling services.
• Bilingual skills (English/Spanish) - worked with Spanish speaking patients and translated forhealth team
members.
• Misc. duties - Unit Clerk: clericalduties including answering and directing calls to appropriate professionals,
patient chart maintenance, contacting appropriate medical consultations, entering patient information into hospital
database.

5. Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
Office Manager
8/2003 - 4/2004 • Bandit Machine Works, Lancaster, PA
Officemanagement, administration and clericalduties for company offering customized clutches and related
products for Harley Davidson Motorcycles.
• Accounts Receivables & Payables.
• Inventory (ordering and maintaining stock),assembling clutches.
• Customer Service: taking orders, filling out invoices, packaging and shipping orders using USPS, UPS,
Federal Express.
• Weekly payrollcalculations.
Daytime Office Manager / Tax Preparer
12/2002 - 4/2003 • H&R Block, Lancaster, PA
Officemanagement, administration, clerical and tax preparation responsibilities forH&R Blockcompany
owned income tax preparation office.
• Opening/preparing officefordaily tax preparation
• Maintaining and troubleshooting network and localsystems
• Cash/payment system and handling
• Allocating and printing checksvia electronic funds transfer for Refund Anticipation Loans/Check service.
• Bi-lingual skills (English/Spanish)
• Client scheduling for tax preparers.
• Supervised 2 to 6 tax preparers daily.
• Resolved wide range of customer concerns and dissatisfaction, concerning tax preparation, refund and/or
tax payment discrepancies, dissatisfaction, and inaccuracies that may cause IRS rejected tax return files.
• Researched rejected claims from IRS, notifying affectedclients
• Offering options, solutions and adviceon revising prior year tax returns.
• Tax preparation duties and advising client on better preparation for next year tax season.

6. Diana L. Cuebas Doyle
941.623.8135 • dlc10doyle@gmail.com
Various positions - Lancaster PreMedia Technologies
7/1990 - 8/2002 • R.R. Donnelley Printing, Lancaster, PA
Worked in various positions providing an extensive array of fully-integrated tools forcapturing, proofing,
organizing and producing published content for both electronic and print media.
• MacintoshConsoleOperator(2000-02):DesktopPublishing responsibilities, linking hi-resolution images to
customer files and reprocessing files forprinting press needs, colorcorrections and image editing.
• Proofreader(1999-2002):proofreadingforprepress cyclesforcustomer approval; preparing and organizing
proofs forvarious Print Divisions nationwide including final checkforprint violations. Investigating and
solving printing problems throughout all manufacturing cycles.
• Process Control (1996-2002):Duties included customer service,clerical duties, billing, and archiving
customer files & images for print manufacturing needs. Prepared and routed pages/proofs formanufacturing
pre-press cycles. Fill-in forCustomer Service Reps.
• Scanner/ColorProofing(1990-96):scanningtransparencies and art into hi-resolution files and creating hi-
resolution proofsof customer images and documents.
~ Completed apprenticeshipsand received Journeyman cardsforallpositionslisted.
Education
8/2003 - 3/2005: Lancaster Institute for Health Education
Nursing program: General Health Educationand Clinical rotations in hospital (Lancaster General Hospital,
Lancaster, PA).
9/1979 - 12/1983: UniversityOfSouth Florida,Tampa, Fl
Bachelor of Arts degree