Adrienne Rappaport

	3391 Branciforte Dr.
Adrienne Rappaport	Santa Cruz, CA 95065
	831.457.8408
	izzy@7thsign.com

Objective: A position in which I can apply my organizational and technical skills

Summary

Detail-oriented organizer

Creative and resourceful at solving challenges

Handles and prioritizes tasks with ease

Skilled at adapting to and assisting with the needs of clients and coworkers

Plays well with others

15 years experience in managing time, resources, people and events in fast-paced environments

Relevant Skills and Experience

Organizational Skills

At MultiView, it is my job to manage my customer's issues and monitor, daily, each different technical support problem to it's resolution. I must coordinate time and resources between customers, their clients, and our engineers, in order to resolve issues. I am expected to reproduce issues in a lab environment to match a client's network and machines. I exceeded similar demands at UniDirect/VarCity. As a concierge it was my job to organize events for our clients "off site" meetings at Chaminade. This might include anything from team-building exercises to vendor-sponsored dinners. It was my responsibility to contact the conference coordinator in advance, and book any reservations for golf, flowers, balloons, or any other special item needed to make the event successful. I made the arrangements, confirmed with vendors and the client, and settled all billing in-house and for the client. I have 12 years of experience in managing theatrical productions as well as events. I interned to assist in the planning of USITT's [United States Institute of Theater Technology] national conference. I was graduated from the University with a BA in Stage Management.

Problem-Solving Skills:

I have worked at service-oriented and team-based jobs in a variety of environments. I am regularly asked to create solutions for problems that surface for my clients. It is my job to pinpoint what the client needs and what the problem is, even if the client does not have the technical language or skills to explain it. I have talked clients through vi. I have shipped a mother’s milk back to her new-born baby in New Mexico over-night. I have found "impossible to find" phone numbers. I have worked with people all over the world with different cultural, language and time zone restrictions.

Customer Service Skills:

At MultiView I answer live incoming calls from our resellers and their end-users. The client could have a simple pre-sales question, or a system down at a site, or some level urgency in between. It is my responsibility to assess the needs of the client and respond accordingly, using my knowledge of our products, and the web for information about various OS and hardware issues that might be related. At UniDirect/VarCity I used direct vendor support, as well. At Chaminade, I worked with a variety of laptops, assisting clients in using the Business Center. I had experience with helping non-users install drivers and applications on their systems so that they could use our peripherals. I worked at a major phone-order catalogue company for their holiday season. In the four months I was there I learned their custom information system and was moved from data entry to the customer service and support phone lines.

Technical Knowledge:

I currently do pre-sales, installation and up-and-running support for the MultiView suite of terminal emulation products. This includes troubleshooting network connectivity on Win95/98/NT/2000/XP via SSH, TCP/IP, Modem and RS232 connections. I am also required to assist in configuring the emulators for printing via LPD and pass-through printing using enable/disable pass-through terminal sequences, as well as doing FTP and Kermit support. At UniDirect/VarCity I was responsible for supporting a variety of products including SCO OpenServer 5.* and Unixware 2.*/7 as well as all layered products and many supplementary and integration products from other vendors. I am ACE certified on the SCO Open Server and Unixware operating systems. I am literate in most Windows, Mac, and UNIX platforms. I have over 13 years experience with the basics of UNIX in many flavors - from SCO to Linux to BSD. I have used a variety of service providers from Netcom shell accounts to AOL. I have used Netscape Navigator and I.E.; Eudora and OutlookExpres; Sidekick 99 and Lotus Organizer. In my nine months with UniDirect and VarCity I learned four different "in-house" database applications. In my years with MultiView I have learned about dumb terminal sequences and coding, as well as a variety of networking topologies.

History and Education

May 1999 - Dec 2001 - Technical Support Analyst. MultiView Group, a Division of FutureSoft. Santa Cruz, CA

1998 - 1999 - Technical Support Analyst. UniDirect and VarCity. Campbell, CA.

1995 - 1998 - Conference Concierge. Chaminade at Santa Cruz, Santa Cruz, CA.

1994 - 1995 - Student. Goodwill Industries Hospitality Management School. Graduated with Honors.

1992 - 1994 - Stage Manager. Various small theaters in the Los Angeles area.

1991 - 1992 - Trading Assistant. Tuttle and Company, Mill Valley, CA.

- Order-taker and Customer Service. Smith & Hawkin Mail Order Catalogue, Mill Valley, CA.

1987 - 1991 - Student. University of California, Santa Cruz, CA. Graduated with a BA in Stage Management