Michèle Marchese
831-320-2912

michelemarchese@outlook.com
linkedin.com/in/michelemarchese1

 Objective:
To secure a position and become an integral addition to your business.
The desire to respond to requests to provide training and customer support throughout the process.

          Knowledge and Skills:

• Web Design and Social Media Specialist: CyberChele.com
• Experience with Apple and Microsoft, OS, 365 -Word, Excel, etc.
• Troubleshooting desktops, laptops, printers, VOIP phone systems and hardware devices. Desktop, laptop, tablet and cellular phones service and maintenance.
• Knowledge of Active Directory, group policy. Virtual machine (VMware).
• Responsible for installing new software releases, system upgrades, evaluates and installs patches and resolves software related problems. Performs system backups and recovery.
• Administration, security, installation, configuration, and troubleshooting of hardware and software.

Distinguishing Characteristics:

  • 20 years advanced customer service/helpdesk experience at a fast paced, high volume call center.
  • Help Desk Tier 1 support professional with a calm voice. Well-liked and trusted.
  • Microsoft and Apple; OS, 365, laptops, iPads, tablets and cellular phones knowledge.
  • Facilities/maintenance coordinator. Project management.
  • Excellent oral and written communication skills. Able to research, prepare and deliver high quality, clearly written documentation and training materials. RFP, technical communications.
  • Project management; proactive and self-motivated, willing to take the lead on projects and training activities, developing and delivering well-thought-out strategies and plans. RFP, technical communications.
  • Confident and professional. Always willing to learn.
  • Excellent leadership qualities with ability to translate vision into specific action plans and inspire others to follow.
  • Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendations from clients. 
  • Trained in sales; concept and retail -experience with vender relationships.

Critical Thinking:
Develop and assess materials that will help employees understand the subjects being taught.

Decision Making:
Work independently or with teams and department management to decide the best programs to train their employees and meet the needs of the organization.

Communication Skills:
Public speaking to groups, individuals, management, and vendors.
Friendly, calm, clear, strong speaker.

Project Management:
Ability to multi-task, make independent judgments in solving problems and work as a team member.

  • CompTIA:  A+ CompTIA
  • CompTIA: Project + CompTIA
    PMI – Monterey Chapter Member
  • Linux Essentials – CompTIA
  • Notary Public/Loan Signing Agent

Education:

Western Governors University
Bachelor of Science:
IT Network Operations and Security

*Expected graduation Summer 2021

A.S. Degree – IT Network Operations and Security
Heald College – 2014

Professional References:

Carmel L. Mooney
Travel Columnist/Author/Radio Talk Show Host/Life Coach/Wellness & Fitness Coach/Writing Coach
(530) 788-8179
carmel@roadtripsforcouples.com

Rene Miller 
Children’s Educational Specialist
Health & Wellness Entrepreneur
(208) 720-1305
reneinsv@gmail.com

John C Baird
Retired Deputy Sherriff
Monterey County
(831) 383-1190
Jcbaird1962@sbcglobal.net

Maureen Grenier 
Business Owner/Designer
The Colourist Designs
(408) 316-1009
maureen@thecolourist.co

Professional Work Experience:

HelpDesk Technician/User Account Coordinator – Cypress Healthcare Partners. Monterey, 10/2018 to 03/10/2020
Help desk experienced, providing system and end user support; Active Directory coordinator, assists with set up and maintenance of EMR and billing systems and Citrix connections. Coordinates accounts for end users to be able to access/terminate software/systems. Insurance and HIPAA knowledgeable.

Web Design & Computer Services – CyberChèle, Carmel Valley, CA
01/2014 to present
Web page design, social media manager and system maintenance, create social media posts. Project Management Experience, classroom/public speaker, event coordinator. Computer repair responds to inquiries pertaining to desktop issues, application software and/or hardware, user account security, printers.

HelpDesk Technician – Robert Half Technology, San Jose, CA
12/2017 to 8/2018 *Contract Position
Help desk experienced, providing system and support for operating systems including; laptop and tablet hardware/software support, cell phones. Provide training and support during new hire orientation, prepare access to company systems. Copy, scanner and printer maintenance. A/V equipment set-up. Facilities/maintenance Coordinator. Knowledge of HIPAA guidelines. Project management experienced – Start to finish Key project, E-waste disposal project. Assisted in: cubicle remodel and technology move, PolyCom VoIP phone system replacement.

IT Specialist – The Feed Trough, Salinas, CA
01/2014 to 05/2019 – part-time/on-call
Troubleshoot and diagnose IT system. Social media and website development and maintenance. Security camera system maintenance.

Corporate Trainer – Visionary Health Care Services, Monterey, CA
10/2015 to 10/2016
Classroom Instructor/Public Speaker. Created training department; developed training materials and presented classes. Created company newsletters. Social media coordinator.

Director of Marketing and Production – Hyperspace Internet Technology, Kingman, AZ
West Coast Division – Director of Operations
11/2013 to 11/2014
Marketing, social media content writer, SEO, web development and design, technical support. Sales. Developed Kingman, AZ. online business directory.

I.T. EasyTech Associate – Staples, Rancho Cordova/Seaside, CA
12/2012 thru 09/2014
Help desk; technical system diagnostics and upgrades on customers’ technology. Deliver sales and service. Determine and demonstrate understanding of customer’s needs, providing the total solution.

Computer Technician Intern – Sacramento Sheriff’s Toy Project, Rancho Cordova, CA.
Finishing my internship with 45 full, refurbished computer installations at an elementary school in Del Paso Heights, CA.

Customer Service Representative -Progressive Casualty , Rancho Cordova, CA.
08/1996 thru 02/2010
Insurance Underwriter/Customer Service Representative. Classroom Instructor Assistant