SupportLine Representative

Posted on: 2006-10-03

Joanne H. Wuwer-Saukas 8606 Open Meadow Way Columbia, Maryland 21045 Email: [email protected] Phone: (410) 461-8102 Cell: (240) 381-8659 Ms. Wuwer-Saukas has extensive experience in customer relations and technical support. In 2004 she obtained an MBA with a concentration in E-Business. Her background includes supporting client’s by verifying the appropriateness of upgrades and patches based on environmental restrictions. Joanne worked closely to ensure clients properly installed and configured various product lines. Currently, she is attending Johns Hopkins working for certifications in A+, Network+, Linux+ and MCP. She further plans to continue her studies in order to obtain PC & Networking Design with Security (CompTIA A+, Network+, Linux+, MCP, MCSA, MCSE and SCNP certifications. Goal Joanne’s goal is to unify her educational achievements and experience in client relations in new and exciting environments. Education • Johns Hopkins University – Computer Training Center - Present A+, Network+, Linux+ and MCP – currently in process • University of Phoenix – June 2004 Master Business Administration (MBA)/ E-Business • Richmond College, The American International University in London – June 1995 Bachelor of Science Major - Psychology Minor – Sociology & Computer Science • The American College in London – August 1995 Graduate Courses in Accounting, Finance, and Business • Surrey College – British GCSE – June 1992 Courses: Computer Science, Math and English • Additional Education Coursework: Principles of Accounting and Human Resource Management • Computer Courses • Information Processing - Howard County School of Technology - 6/1991 • Pascal Programming - Howard Community College - 9/1986 • Fundamentals of Computing - Richmond College - 6/1995 • Certification in Microsoft Office – 1/1997 • Online Course in GUI designs - 10/2000 Experience Micro Focus USA, Inc, Rockville, Maryland SupportLine Representative Oct 1998 – April 2006 • Researching and solving highly technical problems including installation, configuration and operation issues • Extensive software testing of product line releases, upgrades, and patches. • When appropriate, software testing of custom patches and hot fixes. • Verifying product upgrades, patches, and hot fixes prior to shipment • Investigating and resolving customer problems • Ensuring clients had appropriate web access to online support • Contributed to team effort to develop a new call tracking system and corporate website • Wrote Technical Documents – Knowledgebase for internal and external customers on work-around, shortcuts, special codes and cheat sheets • Configured products to resolve issue with PVCS Version Manager interface – including configuration and setup problems. Prostaff, Columbia, Maryland Technical Assistance Temp Aug 1998 – Oct 1998 • Support in-house technical staff including maintenance of inventory records, reviewing completed cases, and assigning problems to support groups for research and resolution. Software Tester Temp June 1998 • Testing educational software packages, i.e., standardized test certifications, placement, etc. The software packages are used by American colleges, FAA pilot tests, and GED exams. Signal Transcription Network, Columbia, Maryland Operator\Helpdesk May 1997 - May 1998 • Provided support, assistance, and liaison to transcriptionists and hospitals Adsystech, Inc., Silver Spring, Maryland Systems Analyst Aug. 1996 - May 1997 Skills and Qualifications Computer Languages: Pascal, Basic, COBOL and C++ Working Software & Hardware: Micro Focus’s AppMaster Builder, APS for MVS and Mainframe Express (CICS, IMS, JCL XDB, SQL), Revolve, Serena Change Man, formerly Merant’s Configuration Management Suite (Dimensions, Version Manager, Tracker, Team Track), AllChange, Menu Systems, Lotus 1-2-3, Db2, Workbench, Dbase, Symphony, WordPerfect, Novell Network Systems, Filing Assistant, Reporting Assistant, MS Office Suite, IBM PC and Mainframe, DEC VMS, Unisys A series. Operating Systems: MS-DOS, OS/390, and Z/OS References Supplied Upon Request