Margaret R. Deal
maggie@insanitypepper.com
Houston, Texas

Objective

I am seeking a full-time position that will provide me the opportunity to further develop my research and technical skills while utilizing my interpersonal abilities.

Compaq Computer Corporation
Houston, TX
June 2000 – Present
Capture 58 Focal Point

Created procedures, work instructions, and infrastructure for Commercial Desktop Capture 58 program, a quality audit program designed to capture complete systems with one or more hardware component failures early in a product's lifespan, and determine root cause of the failure. This program is estimated to have saved Compaq somewhere upwards of $1 million. Coordinated efforts of TSEs, Dispatch Review Agents, Consultants, Supervisors, Case Managers and Product Group contacts to make the program work as smoothly as possible. Continued development of procedures culminated in the creation of a web-based database application for submission and processing of eligible units which is now used by consumer and commercial desktop and portable product groups. Recieved 3 Compaq Treasures awards related to performance in this position.

Compaq Computer Corporation
Houston, TX
Technical Support Engineer I & II
March 1999 – Present

Provided frontline warranty support to resellers and commercial end users as a member of Compaq’s commercial desktop technical support team. Real-time phone contact required knowledge of current and past products, and the ability to research information efficiently. When necessary, captured customers’ computers for repair and returned them promptly. Required sensitivity to customer needs and concerns, and allowed the opportunity to increase customers’ positive regard for Compaq. Began taking consultant level calls in late 2000, providing backline support and mentoring to frontline support agents, resellers and service providers. Researched technical issues and added articles to our internal knowledge base. When the need arose, generated documentation and manuals to help both internal agents and customers navigate complex issues. Organized and facilitated creation of weekly teleconferenced consultant meetings between call centers in Atlanta, Houston and Hull, Canada.

University of Houston -- University Park
Houston, TX
Data Analyst
August 1996 – February 1998

Performed analysis of accumulated client data for inclusion in State and Federal grant proposals for Victims’ Resource Institute. Created custom databases and converted into SAS datasets for identification of population trends under aggressive time constraints. Coordinated the data collection efforts of an eleven-person research team, and prepared data for analysis in six areas of concentration. Required utilization of both additional database management and statistical analysis software. Data analyst activities include preparation of proposals and funding searches for State, Federal and private grants, in addition to continued data analysis and database management. 

Victims’ Resource Institute – University of Houston
Houston, TX
Research Assistant
May 1995 – March 1999

Began position at VRI providing clerical assistance and light client contact. Provided PC desktop support, data entry, database creation and management, project coordination, document writing for both internal and external communication, client pre-screening, and long term client tracking. Created graphics, charts, documents and layout for presentation at professional conventions. Research assistant duties included administration of demographic assessments and behavior checklists to parents of clients. Assessments were also administered to child clients, which included behavior checklists, self-esteem inventories, social skill measures, and diagnostic interviews. Duties also included scoring, coding, and entering client data. Assessments took place at a variety of settings. Conducted phone interviews with potential clients, and worked with therapists to manage client folders over the course of long-term therapy. New challenges were undertaken as the need arose. Began performing data analysis using the SAS System in early 1997 in order to facilitate access to additional grant sources.

Database Design and Maintenance
Houston, TX
Independent Contractor
January 1997 – January 1998

Created multi-dimensional relational databases for local businesses. Projects required analysis of customer needs, creation of customized datasets and development of extensive user interfaces, as well as specialized database queries and custom reports. Provided short-term technical support and initial customer training.

Education

University of Houston
Houston, TX
1992 – 1998
Bachelor of Science in Psychology
Minor in Sociology

Computer Skills

Software:

MS-DOS · Microsoft Windows 3.1 · Windows 95 · Windows 98 · Windows ME · Windows NT Workstation and Server · Windows 2000 Professional and Server · Windows XP Home and Professional · Microsoft Office Professional, all versions · Microsoft Internet Explorer · Eudora Pro · HTML including MS Front Page and Dreamweaver UltraDev · General Internet Applications · Adobe PhotoShop · The SAS System for Windows · SQL Server 2000 · ASP · Microsoft Access · Rapport

Hardware:

Compaq Deskpro, Prolinea, Prosignia, iPaq and Evo Desktop and Professional Workstation products · PC Clones/Laptops · Miscellaneous drives and peripherals · Computer assembly, setup, troubleshooting · Computer repair · Error diagnosis · Workgroup networking · Configuring remote connectivity · Peer to peer networking · Dial-up remote access · Thin Clients

Certifications

CompTIA A+, Accredited Compaq Technician, Windows 2000 MCSE, MCSA, CCNA

Strong research skills accumulated through 4 years as a research assistant and 3 years in Technical Support.