Marie Fowler Email and Phone Number

In February of 2014 I transitioned from Technical Support to developing training programs for external customers, partners, and internal learners. This position affords an amazing opportunity to leverage my previous classroom teaching experience with technical and management skills to produce high quality learning videos with parallel reference materials for instructor led training. These include all of our application and digital performance product offerings. Enhancing my technical skill set… Show more In February of 2014 I transitioned from Technical Support to developing training programs for external customers, partners, and internal learners. This position affords an amazing opportunity to leverage my previous classroom teaching experience with technical and management skills to produce high quality learning videos with parallel reference materials for instructor led training. These include all of our application and digital performance product offerings. Enhancing my technical skill set and collaborating with other instructional designers are bonuses I deeply appreciate.My first project was a complete restructure of the Synthetic Monitoring section of our Application Performance Management University. This involved critical review of 368 videos and resulted in removal of more than 200 that were inaccurate or out of date. The remaining videos were organized to align with real world work flow and customer needs. I completed the project in a little over a month.Additional activities:• review course content for relevance, accuracy, and completeness• research advanced technical details of product offerings• impart technical mentoring from both support and real world perspectives• participate in user driven forums• beta-test and review certification exams• administer and maintain the Synthetic Monitoring test environment for my group including account attributes, user access, test script creation and deployment.• facilitate communication with other groups including technical support, documentation, and development• In September 2014, I was honored to be recognized as one of several Employees of the QuarterI am also an eLearning student. Daily consumption of on-line training material substantially augments my workplace learning, expands my overall technical knowledge and supports my ongoing efforts toward instructional design excellence. Show less

• Provided expert level troubleshooting and resolution to customers, partners, and field staff• Delivered conscientious follow through and follow up on all reported issues• Received recognition for pleasant, reassuring demeanor with customers – often exclusively assigned to sensitive accounts and escalations• Assisted colleagues with resolving issues• Worked with developers and managers to prioritize and test enhancements• Contributed to knowledge bases, documentation, and… Show more • Provided expert level troubleshooting and resolution to customers, partners, and field staff• Delivered conscientious follow through and follow up on all reported issues• Received recognition for pleasant, reassuring demeanor with customers – often exclusively assigned to sensitive accounts and escalations• Assisted colleagues with resolving issues• Worked with developers and managers to prioritize and test enhancements• Contributed to knowledge bases, documentation, and community forums Show less

Managed staff of seven technical support representatives supporting six offices, more than 400 attorneys and 250 staff members.Facilitated multiple large scale hardware and software rollouts and upgrades. Oversaw operations of video conferencing, daily VOIP function, VPN connectivity, and document management systems.Assisted Litigation Support Group, Marketing and Training Group with multimedia presentations for court trials and practice group educational seminars using Summation… Show more Managed staff of seven technical support representatives supporting six offices, more than 400 attorneys and 250 staff members.Facilitated multiple large scale hardware and software rollouts and upgrades. Oversaw operations of video conferencing, daily VOIP function, VPN connectivity, and document management systems.Assisted Litigation Support Group, Marketing and Training Group with multimedia presentations for court trials and practice group educational seminars using Summation, Trial Director and PowerPoint. Show less

Diagnosed and resolved LAN, VPN, remote access performance and reliability problems – including T1 PPP, DSU/CSU, managed switches, TCP/IP, PDC, BDC, DHCP, DNS, WINS, routers, routing tables, gateways, subnets, resource mapping and shared devicesDeveloped solutions for network expansion and security – including satellite office configuration, network backup and antivirus managementAdministered and maintained Sybase and SQL database servers – transaction logs, replication, troubleshooting

Performed all aspects of network planning, implementation and administration at multiple sitesProvided user support – troubleshooting, diagnostics, software configuration and hardware repairDeveloped user applications including Internet and Intranet interfaces, databases, functional templates

Upgraded network from Novell 3.12 to Windows NT 4.0 with Microsoft Back Office, Platinum Accounting and other specialized softwareDeployed Microsoft Exchange Server with email, shared calendars and contact listsConfigured Microsoft Proxy Services for secure, distributed Internet access through T1 lineDeveloped and programmed Intranet including resource library, staff directory, and news pagesDeveloped database tables and queries for work process automation system through… Show more Upgraded network from Novell 3.12 to Windows NT 4.0 with Microsoft Back Office, Platinum Accounting and other specialized softwareDeployed Microsoft Exchange Server with email, shared calendars and contact listsConfigured Microsoft Proxy Services for secure, distributed Internet access through T1 lineDeveloped and programmed Intranet including resource library, staff directory, and news pagesDeveloped database tables and queries for work process automation system through Intranet Worked with outside engineering team to complete SQL conversion and automated data transformation scripts Show less

Designed and oversaw implementation of multiple concurrent information technologies projects for small to medium sized organizations – included local and wide area networksProvided technical support to sales staff through verbal and documented presentationsDeveloped network support agreementsStandardized proposal and documentation formatsSupervised repair and support technicians, including procedural requirements and scheduling

Assessed client needs, budgets, and time requirements for various user, network, and application projectsDeveloped solutions, project plans, and followed through to completionMaIntained detailed accounting of both billable and non-billable time and materials

Designed, and administered WAN for 400+ users including: PC, Mac, Unix, and AS400 integrationFacilitated PC and network trainingEstablished, reviewed, maintained hardware and software standardsEvaluated and approved all hardware and software purchasesContracted and supervised support personnel

Developed manuals for operation, maintenance, repair of industrial automation equipmentDesigned and facilitated all materials used for training on automated storage and retrieval systems

Training Program DeveloperDeveloped complete instructor curriculum, including: course syllabuses, training manuals, and certification criteria Service EngineerResearched and developed diagnostic software and procedures for computer controlled fuel injection and ignition systems Technical Training InstructorConducted on-site technical training throughout western and mid-western states Owner Relations CoordinatorResponded to owner inquiries and resolved… Show more Training Program DeveloperDeveloped complete instructor curriculum, including: course syllabuses, training manuals, and certification criteria Service EngineerResearched and developed diagnostic software and procedures for computer controlled fuel injection and ignition systems Technical Training InstructorConducted on-site technical training throughout western and mid-western states Owner Relations CoordinatorResponded to owner inquiries and resolved owner quality issues Service Contract CoordinatorEvaluated and authorized requests for contract disbursements Show less