MaryAnn Rapuano

• Career Accomplishments • Software Corporate Trainer

• Software Support Specialist

• Technical Writer• QA Specialist• Helpdesk Support

Specialist• Middle/High School

Science Teacher• Vault Comptroller and

Sales Associate

MaryAnn Rapuano – Corporate Software Trainer

• Developed Training Classes for users, customers, support and development engineers for banking and financial services applications.

• Established and implemented company Microsoft Windows training courses.

• Configured environment to optimize software and hardware training.

• Devised and delivered training classes for Field Service Technicians.

MaryAnn Rapuano – Here She is in the Corporate Training Room

MaryAnn Rapuano-Software Support Specialist

• Championed multiple/dual roles as software support specialist, Quality Assurance engineer, technical support, and senior trainer/instructor.

• Facilitated all aspects of testing, configuration, training, end-user support, QA compliance, maintenance, and installation.

• Trained and managed helpdesk personnel. • Supported UNIX, DOS and Windows

environments.

MaryAnn Rapuano – Here She is Testing Software

Here She Is Reporting Her findings to the Developer

Oops – Wrong Slide – Here is the Correct One!!!!!!

Here She is Writing the Document

Here She is Supporting the Rollout

MaryAnn Rapuano – Manager, Software Services

• Supervised, mentored, and led team through software duplication and distribution processes.

• Modified and managed database reporting for monthly financials/accounting.

• Oversaw product releases of software.

• Managed company product Helpdesk.

MaryAnn Rapuano – What She Did Right

• Excelled in role as software support engineer for Oracle and proprietary based financial services/banking applications for a key client. Devised and wrote support procedures and documentation.

• Conceptualized, planned, and launched customer product support helpdesk and helpdesk procedures for UNIX / Windows banking applications.

• Seamlessly co-authored maintenance and installation project documentation for a field service organization and software support group.

• Responsible for software quality assurance, onsite delivery/installation of software to client and successful problem resolution working with customer and development engineers.

• Generated savings for key banking customer by establishing processes for existing hard drive reimage.

• Two-time winner of Customer Service Awards for excellence in relations building, business development.

MaryAnn Rapuano – Middle/High School Science Teacher

• Science Teacher/Instructor for Guilford Board of Education, Adams Middle School, Guilford, CT,

• Ecology Course Instructor - New Haven Board of Education, Sound School, New Haven, CT.

MaryAnn Rapuano – Here She is Teaching the Kids

Here’s the Resume• MaryAnn Rapuano• 11 Hobson St, East Haven, CT 06512 • 203-469-1102 / 203-645-1167 • maryann

.rapuano@sbcglobal.net• SOFTWARE / HARDWARE TRAINER / SUPPORT

& QA SPECIALIST / TECHNICAL WRITER / HELPDESK MANAGER

• Award-winning, expert software technology support professional / trainer with demonstrated success in Banking Application/System support. Engaging client-focused leader with expertise in technology and software application quality assurance, problem resolution, training/documentation and course development. Detailed leader who ensures optimum user experiences through exceptional collaboration among cross-functional teams to accomplish goal in a timely manner. Trusted instructor and dynamic team player with proven record of client satisfaction.

• Software Support (in a development, quality assurance and helpdesk environment) for Banking

• Applications/Systems • Demonstrated Customer Service Skills • Business Process Reengineering / Deployment Customer Needs Analyst • Policies/Procedures Development • Compliance • IT End-user Support • Technical Writing • Training Program Instruction and Design

• PROFESSIONAL EXPERIENCE• COMPUCOM, Dallas, Texas – Milford Connecticut

Office – (1983 – 2011)• Software Support & QA Specialist / Technical Writer

(1996-2011)• Championed multiple/dual roles as software support

engineer, technical support, and senior trainer/instructor. Facilitated all aspects of testing, configuration, training, end-user support, QA compliance, maintenance, and installation. Supported UNIX, DOS and Windows environments. Successfully designed and executed support projects of Software Installation for major financial customer.

• Senior Technical Instructor (1983-1991)• Formulated and launched training classes for

customers and personnel for various banking and financial services applications for bank automation software application packages. Established and implemented company Microsoft Windows training courses. Configured environment to optimize software and hardware training. Devised training classes for Field Service Technicians.

• Manager, Software Services (1992-1995)• Established and managed company product Helpdesk.

Trained and managed helpdesk personnel.• Supervised, mentored, and led team through software

duplication and distribution processes. Modified and managed database reporting for monthly financials/accounting. Oversaw product releases of software.

Resume Continued• Key Accomplishments:• Excelled in role as software support

engineer for Oracle and proprietary based financial services/banking applications for a key client. Devised and wrote support procedures and documentation.

• Conceptualized, planned, and launched customer product support helpdesk and helpdesk procedures for UNIX / Windows banking applications.

• Seamlessly co-authored maintenance and installation project documentation for a field service organization and software support group.

• Responsible for software quality assurance, onsite delivery/installation of software to client and successful problem resolution working with customer and development engineers.

• Generated savings for key banking customer by establishing processes for existing hard drive reimage.

• Two-time winner of Customer Service Awards for excellence in relations building, business development.

• Early experience as a Teacher/Instructor for Guilford Board of Education, Adams Middle School, Guilford, CT, New Haven Board of Education, Sound School, New Haven, CT.

• EDUCATION & CREDENTIALS• BS, Secondary Education/Biology, Southern

Connecticut State College• AS, Biomedical/Electrical Engineer, Greater New

Haven State Technical College• Connecticut State Teachers License (Provisional)

• DELL Laptop Certification

• TECHNICAL SKILLS• Software: UNIX, Linux, MS‑DOS, Microsoft

Windows, 3.0, 3.1, NT, XP, 2000, 2003, Microsoft Office Products, Outlook, Outlook Express, MS SQL, Oracle, Remedy Help Desk Products, Visio, Terminal Server, Remote Connection, Telnet, RCMD, VMware, Norton and McAfee Antivirus Software, Adobe, CICS, Live Meeting.

• Networks: DHCP, DNS, WINS, TCP/IP, SNA, Bisync, Hubs, Switches, Cabling, Raid Configuration and Ethernet.

• Hardware: DELL Servers, Compaq Servers, Olivetti /Dell Personal computers, DELL Laptops, Altos/Fortune Processors.

Parting Thought

• If you want to work in IT

• A sense of humor is the key

• If you want a guarantee

• Take a chance on someone like me !!!!!!

• Home Telephone: 203 - 469 - 1102• Cell Phone: 203 - 645 -1167• Email: maryann.rapuano@sbcglobal.net

THE END !!!