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DaNNA Crouch
309
Brookton Way / Ashburn, Virginia 20001 703.932.9876
/ danna.crouch@comcast.net
Technical Support
ENGINEER / MANAGER
Quick and efficient problem solver with a level head
and the ability to interface effectively with all stakeholders, communicating
complex solutions simply and efficiently. Delivered 24/7 technical support to
48 of the Fortune 50 – companies like Goldman Sachs, IBM, Ford and AOL. Extremely
versatile, detail oriented and tenacious ensuring the highest level of customer
support as both a technician and a manager.
Working as both a consultant and as a full-time manager,
created technical support departments, ensuring quick resolutions while cutting
costs. Key strengths involve rapidly diagnosing problems, training outstanding
teams, improving solution delivery time, reducing error ratios, cutting
operational costs, enhancing product supported by a long track record of
successful outcomes.
Ability to contribute immediately with a history of
delivering timely cost effective solutions and superior customer satisfaction.
Described by peers as exceptionally organized, optimizing resources for exceptional
results. Well versed at developing enduring relationships, building consensus
at every level. Improved product offerings, cut costs, increased sales and
boosted customer satisfaction throughout career.
key skills
Internal &
External Support / On-Line Support / CRM
Quality Assurance /
Government / Security / Software Development & Testing
IT Assessment /
International / Applications / Disaster Recovery
TeCHNICAL sKILLS
Windows,
MAC, XML, UNIX, LINUX, TCP/IP,
L, IBM VM, Assembler, VMWare, XEN, WebEx,
Eclipse IDE, SQL, MySQL, Maximo, RightAnswers, Java, RightNow, NetSuite, ITIL,
SharePoint, EAI, Jira, Bugzilla, MS Office
Career History and Highlights
BAE
Systems 2011
Customer
Support Supervisor II - Provide
managerial support for 28 of 56 Technical Analysts supporting 55K+ internal
customers in a 24/7/365 environment with an average incident volume of 2000 per
day, through chat, e-mail, phone and self-service.
Ø Reduced Average Speed of Answer (ASA). BAE
Systems required the means to reduce the Average Speed of Answer from their
current seven plus minutes to less than 60 seconds. This was accomplished by
adjusting staffing schedules as well as how calls are handled by Tier 1
Analysts.
Ø RSA Secure token to VASCO Secure token
conversion.
Managed the conversion from RSA security tokens to VASCO tokens for the company
due to attacks on accounts using RSA protected accounts. Although no security
violations occurred, the change was mandated by security and successfully
completed by my Accounts team.
Skills Used: MS Office,
Windows, Management, RightAnswers, Business Development, Technical Support,
SharePoint, ITIL
Private
Technical Support Solutions
2010 to 2011
Technical
Support Consultant,
Provide technical interdepartmental support for small
to mid-sized companies.
Skills Used: MS Office, Windows, Anti-Virus, Malware, Spyware, Business
Development, Technical Support
Plateau
Systems, Ltd. 2009
Manager,
Tier One Support
Developed 24/7 technical support, procuring company
equipment, ensuring secure internal and external support, improving contingency
plan. Hold Public Trust Clearance.
Ø Developing Cost Effective 24/7 IT Support
Program. Plateau
Systems sought the means to respond to customer concerns around the clock. Agressively
increased efficiencies, trained teams and improved service while maintaining
consistent internal and external support. My efforts reduced headcount 17% and
improved response rate 30% even as demand increased 33%.
Skills
Used: MS Office, Windows,
IVR, Wireless Networking, Visual Basic Application, RightNow, Technical
Support, Management
StackSafe,
Inc. 2007 to 2008
Technical
Support Manager
Created Tech Support Department, integrating lab,
customer service, work flow and new product support. Assisted engineering,
sales, marketing and external customers. Revamped web-based portal, created
24/7 support program and contingency plan.
Ø Creating In-House Support Solution, Avoiding
Costly Third Party Involvement. The company wished to provide their
customers direct support without the use of an outside supplier. Devised a 24X7
rotating phone support system for our clients, providing immediate help from a
knowledgeable StackSafe expert.
Skills
Used: Windows, Linux, MAC,
XEN, VMware, NetSuite, SharePoint, MS Office, Web Design & Development,
Disaster Recovery, Technical Support, Management
netForensics,
Inc.
2006 to 2007
Senior
Developer
Maintained quality assurance on key product (nFX
Open Security Platform), directing unit testing after researching JUnit
automated options.
Skills Used: TCP/IP, Java, JTest, Eclipse IDE, Windows, Networking,
Quality Assurance, Security
Secure
Software, Inc.
2005 to
2006
Lead
Technical Support Manager
Directed all technical support. Ensured quick
resolutions to concerns, including configurations, installations, and product fixes.
Skills Used: Windows, Linux,
Jira, Bugzilla, VMWare, RightNow, MS Office, Disaster Recovery, Security,
Technical Support, Management
America
Online, Inc. 2002 to 2005
Sr.
Software Quality Assurance Engineer/Parental Controls
Led QA for all international Parental Control
features, generating 4M weekly reports to parents. Tested backend and user
interfaces. Averted costly, sensitive breeches to system.
Ø
Troubleshooting Potential Web Site Blocking
Issues. While overseeing Quality Assurance for the extremely
sensitive parental control sector of the company, I recognized and resolved
numerous concerns before they could become a costly liability to AOL.
Skills Used: Linux, Unix,
Windows, MAC, Tcl, SQL, Operations, HTML, Networking, User Interface Design,
Quality Assurance, Team Lead
Sterling
Software, Inc., Level 8 Technologies, Software AG, Inc. 1987
to 2002
Multiple
Titles in Technical Support, Development, Quality Assurance
Continuously promoted to positions of increasing
responsibility, designing custom solutions to company’s web server product.
Drove 98% customer service satisfaction with a less than 1% error rate.
Ø Improving Business Solution Products to Meet
Customer Needs. The engineering team at Sterling Software was unable to
address a beta tester’s concerns. I met with the client and the project
management team, quickly diagnosing the problem. I then developed and delivered
a reliable solution, improving the
product offering and enabling the first ever sale.
Ø Rescuing Key Client with Data Backup
Proficiency. A high profile Sterling Software client was frustrated
with their inability to back up data. Recognizing a critical situation, I
assessed the client’s needs, assembled a team, and aggressively sought a
solution. I was able to successfully back up the sensitive data, salvaging a
$1M contract.
Ø Expediting Product Fixes and Reducing Errors.
The
company was plagued with time delays in getting fixes to customers. To correct
the problem, I proposed and transitioned everything from maintenance
programming to customer support, speeding up customer fixes and freeing
engineering to concentrate on new product development. We cut the fix in error
ratio to less than 1%.
Skills
Used: Unix, Web Design,
VM, HP OpenView, MVS, Assembler, REXX, Disaster Recovery, Security, Technical
Support, Management, XML, EAI
Education
Ø Bachelor
of Science in Computer Science
– University of Akron, Akron, OH
Ø ITIL
v3 Foundations Certification – BAE
Systems: 2011
Ø RightAnswers
Certification – BAE Systems:
2011
Ø Unix/Linux
Certifications – O’Reilly School of Technology: 2010
Ø Java Programming – Learning Tree International: 2007
Ø Approva Certified Professional: 2006
Ø Zenger-Miller Management Training: 1991
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