Dianne Alexander

H: 408-559-4179
C: 408-718-4890

dianne@stromer.com
Senior IT Professional
Senior IT Professional with extensive experience in desktop support. Expertise in communicating with
non-technical employees to resolve hardware and software issues. Key strengths include problem
solving, troubleshooting, and creating procedures to increase efficiency. Proven track record of
exceptional customer service and support.
Technical Skills
Platforms:

Windows (all flavors)

Software:

Adobe FrameMaker, Microsoft Office, Lotus Notes, Adobe Illustrator, CorelDraw, Adobe
Photoshop, Ghost, Webex, Cisco VPN, Shortel Phone software, Data Defense,
Connected Backup,

Hardware:

IBM and Dell PC, sound cards, modems, motherboards, video cards, HDD, RAM,
monitors, duplication devices, VOIP,
PROFESSIONAL EXPERIENCE

VirtualPBX
VOIP Phone system

2012 Feb 2016

Porting specialist/Customer service rep

Working with multiple phone carriers and coordinate between the end user and the carrier on a
consistent basis
Submit and check statuses of pending port requests submitted
Send, scan, collect, organize and update customer data & save and update to customer's file
Contact customers by email and phone to communicate statuses
Submit trouble tickets to providers for any ported number issues
Follow up on all customers with paperwork not received or incomplete
Submit all change requests with needed rejection information received
Return any phone messages and reply to customers emails.
Take escalated customer calls.

National Semiconductor,/Volt Sunnyvale CA

Semi Conductors

2011- 2012

Service Desk Technician

Provide first level phone support

Trouble shooting over the phone

Used Go To Meeting to fix problems remotely

Danaher/Molecular Devices, Sunnyvale, CA
Biotechnology
Senior Help Desk Analyst
Provided technical support to over 1,000 employees
Desktop/Laptop imaging

2000 2010

Migrated corporate domain

Provided desktop support, reducing employee downtime
Processed up to 40 user-request forms daily, for network, email and intranet systems access
1999 2000

Recom/Nasa Ames, Mountain View, CA

Aeronautics and Space

Windows NT Desktop Support

Performed installations, upgrades, and configurations for both hardware and software under
standalone and network environments.
Hardware/software troubleshooting under Windows 95/98/NT/2000.
Executed network and workstation administration, DHCP and static IP on different subnet mask
Ethernet cables.
Configured and used ArcServe doing incremental and differential backups.
Set up network printers with JetDirect cards

Resume of Dianne Alexander

Page Two
1998 1999

Ernst & Young, San Jose, CA

Corporate Auditing

Technical Support Engineer

Installed and maintained hardware, software and applications in client/server environment.
Configured and deployed PC systems for new hires.
Performed troubleshooting IP address issues with LAN and WAN network support
Troubleshooting desktop and notebook computers; motherboards, controller cards, sound cards,
memory, video cards, and monitors.
Configured network printers in a Novell NetWare environment
1995 1998

Acer America San Jose, CA

PC Manufacturer

Technical Support Representative

Resolved customer problems over the telephone
Analyzed problem PC desktop and notebook computers; troubleshooting motherboards, controller
cards, sound cards, memory, video cards and monitors
Worked in Technical Resource Group (TRG) helping floor technicians
Assisted field engineers with hardware and software installations.
Premier Software Support (PSS) answering how-to questions regarding third party hardware and
software; assisting with setup of LAN and troubleshooting.
EDUCATION
A.A. degree West Valley College, Saratoga, CA (General Education)
A.A. degree Masters Institute, San Jose, CA (Graphic Arts)