Genevieve M. Dantes
347-433-7398 | gmdantes@outlook.com
https://www.linkedin.com/in/genevieve-dantes | Download Resume in PDF
Accomplished customer-focused Technical Support Professional with significant progressive experience providing PC, server, network, and enterprise software support in high-profile corporate environments. A self-motivated professional who focuses on effective communication to ensure consistently proper operation and maintenance of systems and processes. Known for the ability to lead ‘best practices’ and maintain optimized systems.
EXPERIENCE
NOVELIST
October 2023 – November 2024
- Wrote and published a novel through Amazon.com and began work on a second novel.
- Designed cover, edited, revised, and researched the market conditions to determine the best practices for advertising.
DREAMBOX
Contract Client Support Specialist | Bellevue, WA | May 2023 – September 2023>
- Support of the DreamBox Math online education program via telephone and chat.
- Assisted teachers, school administrators, and parents by answering questions and resolving issues with the product.
- Troubleshooting difficulties with the iPad application for DreamBox Math.
OMNIZANT
Client Support Specialist | Port Washington, NY | May 2021 – April 2022
- Support by telephone and email to clients.
- Updated sites in WordPress as well as Omnizant’s proprietary platform, adding and removing content and users, updating graphics, reworking menus, and modifying PHP to update themes.
- Learned the options of the Gravity Forms plugin, including how to set up forms, connect to outside CRMs and became a subject matter expert on them.
- Assisted customers with domain registration questions such as renewals and transfers to other registrars.
- Handled email account questions and requests, such as account creations and deletions on RackSpace, IONOS and Enom.
- Learned PHP as it is used in WordPress to increase my ability to make updates and help fix issues for clients.
ULTIMAKER (Formerly Makerbot Industries)
Customer Advocate | Brooklyn, NY | December 2017 – July 2020
- Provided support by telephone, email, and chat to MakerBot customers, supporting their 3d Printing hardware and software.
- Advocated on behalf of customers with internal staff, providing information and documentation on technical issues with both software and hardware that needed to be addressed by development groups.
- Handled sales of spare parts and accessories to assist customers with requests and requirements.
DOCUSIGN
Technical Support Agent Level II | Seattle, WA | May 2015 – January 2017
- Provided telephone and email technical support for the DocuSign online signature platform and service.
- Received training equivalent to the DocuSign Certified Administrator certification.
- Gained SalesForce operational experience including troubleshooting the DocuSign for SalesForce connector.
- Created internal documents to assist with troubleshooting internal and external use.
WDS
Technical Support | Seattle, WA | November 2013 – December 2014
- Provided remote technical support to end-users using Android Nexus mobile products (phones/tablets) and Google’s Chromecast video streaming solution.
- Diagnosed problems, walked customers through programming procedures, and explained product features and capabilities.
- Served as a Subject Matter Expert to the internal support site update demonstrating the setup and use of the Chromecast device.
FREELANCE
Seattle, WA | July 2010 – November 2013
- Technical consulting for a small art studio.
- Operating System upgrades and restoration for education professionals.
- Technical editing for software documentation to increase ease of use and speed installation and configuration.
- Prepared documentation for marketing proposals in Keynote.
CITIGROUP
New York, NY | July 2001 – July 2010
- Senior Technical Analyst, LAN Operations, 2008 – 2010
- Oversaw enterprise systems and installation of applications and network connectivity for operations,
- supporting over 100 workstations; assisting and leading configuration, implementation, documentation, and maintenance of network infrastructure, Microsoft, and Mac operating systems.
- Provided Tier 1/2/3 hardware/software/connectivity customer support and issue resolution; opened and tracked trouble tickets, provided follow-up, and acted as a point of escalation for advanced issues.
- Optimized and maintained systems, utilized network management applications, and ensured server patches were up-to-date and systems were secured.
- Collaborated with cross-functional teams to identify and diagnose networking and hardware issues,and developed fixes that reduced system downtime and improved functionality
- Security Administrator, 2004 – 2008
- Performed daily Information Security functions related to computer access control on numerous security software products and processes, planned business continuity, and managed compliance frameworks.
- Processed computer access forms, password resets, security model updates, user account initiations and terminations, monitoring and reviewing access violations and security maintenance reports.
- Utilized network monitoring systems and implemented/managed Access Control List (ACL) and Role Based Access Control (RBAC).
- Created and maintained system documentation to ensure system changes are updated.
PROFICIENCIES
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CERTIFICATIONS
Google IT Support Certificate, certificate available on request. (As Geoffrey Depew)
- Technical Support Fundamentals
- The Bits and Bytes of Computer Networking
- Operating Systems and You: Becoming a Power User
- System Administration and IT Infrastructure Services
- IT Security: Defense against the Digital Dark Arts