1. Deann Souza
619-840-0263
Deann.souza@yahoo.com
Strengths
 Corporate customer service, sales, hardware/software repair, organization,
program implementation, solid leadership skills.
 Able to maintain professionalism and excellent communication skills while facing
challenges.
 Effective communicator and problem solver who excels quickly in fast paced
working environments.
 Project management, IT management, Training, Solution development and proper
documentation development.
 Presentation delivery with core project planning.
 Able to establish and maintain long term relationships with clients and partners.
Corporate IT Manager/Technical Trainer
June 2012- Current
DecisionOne
Responsible for defining, documenting and articulating functional scope. Involved
in technical analytical problem-solving and identifying, analyzing tracking and
managing customer and partner relationships. Technical training involving
DecisionOne employees as well as Microsoft employees.
 Creating immediate solutions to suit customer and business needs.
 Managed and maintained customer/partner relationships. MSP provider.
 Lead developmental projects through launchdate and providing guided support and
training.
 Sought out technicians with fitting skills for various positions, conducted
interviews and finished with the hiring process.
 Provided technical solution development and project management expertise to
various projects throughout the company.
 Prepared detailed Statement of Work (SOW) documentation and instilled shared
accountability for achieving project milestones.
 Successfully managed and trained team for Manteca/MUSD School District
project. Monitored call center activity through our Supervisor Desktop application.
 Monthly One on One’s are conducted with my Manteca/MUSD team based on
overall performance and Mystery Shop information provided by Microsoft.
 Led the Depot Control Tower team through the MSCR program.
 Trained all Depot members on the complete functionality of the Microsoft
Customer Relationship Management (CRM) tool and continue to provide guided
support.
 Performing Audit’s through CRM to ensure standard organization process and

2. procedural skills are followed.
 Experienced Trainer for Microsoft employee’s New Store Openings. Trained over
10 different stores and have continued to monitor growth through continued
communication with store managers/NSO leaders.
 Excellent communication with client executives and their respective teams in order
to gain long term partnerships.
 Develop training sessions, tools, guidelines and programs for internal use.
 Delivered training in classroom setting via the internet, using remote application
tools.
 Have continued to evaluate training programs to determine the areas in need of
improvement.
 Create and deliver PowerPoint presentations to executive level staff.
Back of House Technician May 2011- January 2012
DecisionOne
 Managed computer Queue’s and Turn Around Time consistently.
 Trained technicians on the importance of organization, cleanliness, and customer
service. Implemented best practices surrounding processes/paperwork.
 Successfully led a team to #1 in the market in BOH productivity.
 Experience in part ordering, claim submission, hardware and software.
troubleshooting.
 Strong Mentor at both the Mission Viejo Microsoft location and the San Diego
location. Ensuring all processes are in place, making the all aspects of the business
consistent and successful.
Regional Lead Technician: January 2012 – June 2012
DecisionOne
 Have led and continued to lead a team of technicians to #1 in the company in BOH
(Back of house) productivity and proficiency.
 Manage 18 stores and their technician’s BOH productivity and proficiency.
 Continue to coach and train technicians who are in the West Coast regionas well as
other regions to drive their business to success with the correct processes and
procedures in place.
 Consistently driving successful scorecards surrounding Turn Around Time,
completed services and many other metrics.
 Analyzing a weekly report based on field services. Taking direct action to ensure
all technicians adhere to the proper procedure of closing and updating service
tickets.
 Traveled to Indiana to assist the Microsoft store in Indianapolis prepare for New

3. Store Opening Training.
 Have built strong relationships with Microsoft employees as well as Decision One
technicians to maintain close teamwork and successful results.
 Sought out technicians with fitting skills for various positions, conducted
interviews and finished with the hiring process.
Computer Technician Supervisor/Sales Manager 2004-2011
Best Buy
Highly skilled computer technician with a demonstrated record of achievement in the
strategic implementation of programs and services to generate new and drive existing
business. Accomplished leader in the computer business with a proven history of
consistently driving and managing a successful team of computer technicians.
Five years of Laptop/Desktop repair. Years of leadership within a large company.
Have managed a team of several associates. Continued to help with the continuous growth
of a successful business.
 Leveraged business development expertise to expand our profitability in the
steadily growing field of computer repair. This includes schedule effectiveness, and
managing business metrics such as overall services attachment and return business.
 Led a successful team of computer technicians/customer service representatives
while learning from challenge and change. #1 store out of 12 stores in San Diego
County on a consistent basis.
 Created a highly successful business plan in collaboration with all aspects of the
company including exceptional customer service and prideful business metrics.
 Achieved monthly reward for top performer in San Diego County.
 Sought out technicians with fitting skills for various positions, conducted
interviews and finished with the hiring process.
 Created weekly schedules for approximately 20+ technicians based on availability.
Technical Skills/Education
 A+ certified, Windows 8 certified, Dell certified
 Currently enrolled in IT University Online to complete certifications for Security+
and Network+
 Enrolled in College to pursue a degree in the field of Engineering/Computer
Science

4. Operating Systems * Windows XP, Vista, Windows 7, Windows 8, Windows 8.1
Networking * LAN, Wireless router configuration, connection troubleshooting
Hardware/Software Repair * Replacing HDD, cd rom, power supply, video card,
processors/fan, MOBO, all in one desktop repair (taking apart LCD screens). Virus
removal, registry repair, backing up various files, Microsoft programs.