Diana Marchi Email & Phone Number

Waltham, Massachusetts, United States

• Produced high-quality documentation including, but not limited to, Product User guides, Quick start guides, Installation Guides, Installation & Upgrade Checklists, Company Support Guidelines, Release Notes, Server Connectivity & User Access Requirement documentation, System Requirements, Knowledgebase Articles, Upgrade Documentation, Requests for Proposal Documentation (RFP’s), and other documentation needs that arose• Created & maintained multiple (25+) Interactive installation & upgrade checklists, to streamline the installation and upgrade process, and ensure consistency across the board for all products. • Submission & maintenance of Knowledge Base articles (both client-facing, and internal)• Full Cycle creation and maintenance of user manuals• Wrote easy to understand user interface text and online help files via RoboHelp• Uploaded new software builds to Client Area to be used by the Implementation team, and created/maintained Build Release Process Checklists, for multiple products, to ensure no steps were missed when a new build was released. • Created process for Pre-Sales Technical Assessments, including checklist of steps that gather the appropriate information for a quote from Sales to a potential client/upgrading client, to ensure that no steps (or custom configurations) were missed. • Created RFP catalog for responses, and assisted in responding to RFP’s & Vendor Security questionnaire’s

• Scheduled and conducted multiple training sessions to ensure clients can fully use the software to meet their needs. • Assisted in integrating software with other client systems and software applications• Performed installations & upgrades for hospitals/providers, including complex off hours ones• Ran monthly refresher trainings & biweekly ‘Ask A Trainer’ sessions, for multiple products• Reviewed and documented project activity in CRM, and reported status on all implementation activities to management• Effectively triaged, documented, and resolved entry to mid-level technical support issues concerning network connectivity, database, and/or software problems• Assisted in identification of product defects or trends, and documented all undocumented features (bugs) and enhancements in the Team Foundation Server software• Assisted with the Quality Assurance process – took part in multiple “QA Camps” to help developers thoroughly test software builds before they’re released, to ensure that clients who use the program will be able to use it effectively and will not encounter problems.

• Managed technical support dept for approx. 1,800 customers.• Resolved customers issues via telephone, email and various remote administration tools (RDP, LogMeIn, ScreenConnect, Join.me…etc.)• Troubleshooting escalated support requests related to SQL based document management system (DocSTAR), Server/OS issues, various scanners (Xerox, Panasonic, Ricoh, Fujitsu), server hardware and network connectivity issues on both PC’s & laptops.• Prioritized service requests, scheduled/dispatched Field service technicians as needed and follow-up to ensure the prompt resolution of issues.• Performed necessary system and software upgrades.• Created documentation for customers & also for our technicians.• Mapped out, and assigned preventative maintenance calls, and ensured that work order forms were completed, reconciled them w/ the calls that had been dispatched to ensure every call has the appropriate paperwork completed/submitted.• Managed eBay sales; sorted items to be listed & researched value of items. Logged all item specifics (i.e. model #'s, s/n’s, drive speed, size…etc.), Took pictures of all items, managed listings, answered questions, ensuring 100% positive feedback rating, resolving any issues that may arise with sold items. • Installed/configured online backup software for new customers & ensured signed contracts were scanned into our system once setup has been completed. Also managed & monitored cloud based online backups & contacted customers to remote in & resolve issues when there were missed backups/failures.

• Log service requests into Remedy, track through resolution.• Troubleshooting and support of requests related to supported applications, hardware, and network connectivity issues on PC’s and laptops• Experience with basic Active Directory account/system administration• Telephone support for field users• Performing necessary system upgrades and various software installations