DLCDoyle_resume11202016

Diana L. Cuebas Doyle 941.623.8135 • [email protected]


Looking to continue a career in Customer Service and administrative/clerical fields:

• Proficient with Windows OS, Microsoft Office applications such as, Word, Excel (Microsoft Excel 2007 Basics, April 2012, & Microsoft Excel: Beyond the Basics, September 2014 Certificates of Completion) and Outlook, CRM software (PeopleSoft, RightNow, Oracle Business Suite), Axosoft, Citrix (including Shadow, password problems, resetting instances), Go-To-Assist, Adobe Connect/Breeze.

• Proficient in interpreting and manipulating XML documents (language used for Federal and most State e-file returns) in order to find any e-file rejections, fix and send if caught before transmitting, or after being transmitted and rejected by jurisdiction. Received from Penn State Continuing Professional Education Introduction to XML Certificate of Completion (April 2013).

• Ability to accurately and quickly document customer activity (accurate spelling, typing and grammar), accustomed to handling sensitive,

confidential records. Data skills include record keeping, researching, translating, updating/managing databases and diagnosing and resolving hardware and software problems. This included entering/updating/deleting pertinent information regarding use of software into a knowledgebase search engine.

• Outstanding Customer Service (communication) and Computer Support (help-desk) skills, Bilingual (Spanish/English), ability to interpret and communicate effectively in a variety of support venues such as person-to-person, phone, email and chat for software support.

• Self-sufficient and able to work independently with little supervision.

• Along with possessing a good work ethic, I always demonstrate professional conduct including a positive attitude and enthusiastic approach to my responsibilities.

Transportation Security Officer (TSO) August 2016 to present • ISS_Action Security, Punta Gorda Airport, Punta Gorda, Fl. (Contracted by Transportation Security Agency, Department of Homeland Security)Providing security and protection of air travelers, local Punta Gorda airport and aircraft in a courteous and professional manner. • Operating various screening equipment and technology to identify dangerous objects in baggage, cargo and on passengers, and preventing those objects from being transported onto aircraft.• Performing searches and screening, including physical interaction with passengers (e.g., pat-downs, search of property, etc.), conducting bag searches and lifting/carrying bags, bins, and property weighing up to 70lbs.• Controlling terminal entry and exit points.• Interacting with the public, giving directions and responding to inquiries.• Maintaining focus and awareness while working in a stressful environment including noise from alarms, machinery and people, crowd distractions, time pressure, and disruptive and angry passengers, in order to preserve the professional ability to identify and locate potentially life threatening or mass destruction devices, and to make effective decisions in both crisis and routine situations.• Engaging in continuous development of critical thinking skills, necessary to mitigate actual and potential security threats, by identifying, evaluating, and applying appropriate situational options and approaches. This includes application of risk-based security screening protocols that vary based on program requirements.• Retaining and implementing knowledge of all applicable Standard Operating Procedures, demonstrating responsible and dependable behavior, open to change and adapting to new information or unexpected obstacles.


Lead Deployment TechnicianDecember 2015 • KForce Technical Staffing, Sunrise, FlContract Employee for EvolvTech working/updating Lee County, Fl. Schools student Chromebooks

• Team 2 "Captain" overseeing contractor employees

• Traveling to various middle schools within Lee County School District

• Checking student Chromebooks and pulling Chromebooks showing as "writeable" and/or "DEV" mode

• Disabling "writeable" and/or "DEV" mode by remove the bottom cover and addressing the WP screw to change to "protected"mode to avoid user to circumvent the school administration’s security and management of the devices.

Software Support Analyst II07/2011 - 10/2015 • Vertex Inc., Sarasota, Fl.Providing software product support to customers answering calls and e-mails, documenting quality, detailed technical and problem information:

• Assisting/troubleshooting software product related application questions or technical questions/problems in product implementation, product functionality and bugs/enhancements.

• Proficient in interpreting and manipulating XML documents (language used for Federal and most State e-file returns) in order to find any e-file rejections, fix and send if caught before transmitting, or after being transmitted and rejected by jurisdiction.

• Providing appropriate referral to other service areas or departments, follow-up, testing, troubleshooting and escalation.

• Participating in testing of system and/or application enhancements or modifications for States software.

• Researched and investigated Corporate Tax federal and state tax law information, company tax preparation software information and entering this data into company knowledgebase search database for Customer and in-house Software Support Analyst use.

• Received a 4.8 out of 5 "Stars" in Customer Satisfaction surveys

Various Positions12/2007 - 04/2011 • Jackson Hewitt Technology Services LLC, Sarasota, Fl.Tax Software Support- Tier 3:

• Answering calls assisting, troubleshooting network or local systems and tax-related issues from tax preparers involving federal and state tax laws all over the United States.

• Researching and problem-solving issues related to individual income tax and tax return preparation software involving federal and state issues.

• Providing complete documentation regarding received calls, via investigation, interpretation and resolution.• Researching and investigating federal and state tax law information, company tax preparation software information and entering into “Ask Jackson” intra-company database for Jackson Hewitt Tax Preparers.

• Answering “Ask Jackson Hewitt” e-mails from JacksonHewitt.com public website from the general public, in English and Spanish.

Quality Assurance Analyst:

• Participating in testing of system and / or application enhancements or modifications prior to release for inner company , franchise and company owned offices use

Bilingual Customer Service:

• Answering Customer Service calls, mainly to Spanish speaking customers (general public), from finding the local Jackson Hewitt office to the status of their refund. This includes documenting the calls regarding their experiences and complaints using company based database software.

Gold Guarantee Rep:

• Answering Gold Guarantee (tax preparation insurance-type claim coverage)Administration Department calls from tax preparation offices and customers (general public) inquiring on the status of a claim.

• Investigating and recommending approval or denial for Gold Guarantee (tax preparation insurance-type claim coverage) claims involving federal returns, state returns, letters from IRS and state department of revenue.


Data Listings Specialist 7/2006 - 8/2007 • Miles Media LLP, Sarasota, Fl.Managing business listing information for tourism industry for printed visitor guide magazines, destination websites (HTML) and email marketing (state, county and/or city) while delivering Customer service and assistance to businesses and attractions listed to best describe their tourism purposes.

• Managing supplier and industry listings, populating website, driving e-mail marketing program and verifying - via phone, e-mail and US postal mail - to assure the most up-to-date information.

• Diagnosing, troubleshooting, and resolving customer experience in environments servicing local and remote users via the company design software application.

• Using database driven applications, Microsoft Access and Excel for company marketing mailings, for customer approval prior to commencing data collection of listings.

• Creating client-based spreadsheets for Convention and Visitor's Bureau and/or Tourism Department listings for adding/deactivating listings and mailing lists for the company’s promotional campaign.

~ Winner of 2007 WEB AWARD "Outstanding Achievement in Website Development" in Data Listings for Charlotte Harbor & the Gulf Islands Website - Travel Standard of Excellence.

Member Services Representative 11/2005 - 4/2006 • Financial Insurance Management Corp., Sarasota, Fl Providing membership programs such as American Traveler Motor Club, Home Benefits, Inc. and Home and Auto Security (similar to AAA Motor Club & Leisure travel organization); worked in call center handling incoming calls with urgency and care.

• Bilingual skills (English/Spanish)

• Providing call consultations, verifying memberships, entering critical information into an internal database, analyzing each individual situation, taking appropriate actions ensuring safety and dispatch assistance and working well under pressure.

• Computer proficiency (MS Office applications)

Mental Health Associate (Psych Technician), Patient Services 5/2004 - 10/2005 • Lancaster General Hospital, Lancaster, PaProviding assistance and supervision to patients experiencing mental health issues in a hospital based setting.

• Taking patient vitals and charting, discussing treatments with families and significant others

• Supporting, cooperating with nursing staff under multidisciplinary health team members supervision (using HIIPA regulations); providing individual, group (up to 20 patients) and other counseling services.

• Bilingual skills (English/Spanish) - worked with Spanish speaking patients and translated for health team members.

• Misc. duties - Unit Clerk: clerical duties including answering and directing calls to appropriate professionals, patient chart maintenance, contacting appropriate medical consultations, entering patient information into hospital database.

Office Manager 8/2003 - 4/2004 • Bandit Machine Works, Lancaster, PA Office management, administration and clerical duties for company offering customized clutches and related products for Harley Davidson Motorcycles.

• Accounts Receivables & Payables.

• Inventory (ordering and maintaining stock), assembling clutches.

• Customer Service: taking orders, filling out invoices, packaging and shipping orders using USPS, UPS, Federal Express.

• Weekly payroll calculations.

Daytime Office Manager / Tax Preparer


12/2002 - 4/2003 • H&R Block, Lancaster, PA Office management, administration, clerical and tax preparation responsibilities for H&R Block company owned income tax preparation office.

• Opening/preparing office for daily tax preparation

• Maintaining and troubleshooting network and local systems

• Cash/payment system and handling

• Allocating and printing checks via electronic funds transfer for Refund Anticipation Loans/Check service.

• Bi-lingual skills (English/Spanish)

• Client scheduling for tax preparers.

• Supervised 2 to 6 tax preparers daily.

• Resolved wide range of customer concerns and dissatisfaction, concerning tax preparation, refund and/or tax payment discrepancies, dissatisfaction, and inaccuracies that may cause IRS rejected tax return files.

• Researched rejected claims from IRS, notifying affected clients

• Offering options, solutions and advice on revising prior year tax returns.

• Tax preparation duties and advising client on better preparation for next year tax season.

Various positions - Lancaster PreMedia Technologies7/1990 - 8/2002 • R.R. Donnelley Printing, Lancaster, PA Worked in various positions providing an extensive array of fully-integrated tools for capturing, proofing, organizing and producing published content for both electronic and print media.

• Macintosh Console Operator (2000-02): Desktop Publishing responsibilities, linking hi-resolution images to customer files and reprocessing files for printing press needs, color corrections and image editing.

• Proofreader (1999-2002) : proofreading for prepress cycles for customer approval; preparing and organizing proofs for various Print Divisions nationwide including final check for print violations. Investigating and solving printing problems throughout all manufacturing cycles.

• Process Control (1996-2002):Duties included customer service, clerical duties, billing, and archiving customer files & images for print manufacturing needs. Prepared and routed pages/proofs for manufacturing pre-press cycles. Fill-in for Customer Service Reps.

• Scanner/Color Proofing (1990-96) : scanning transparencies and art into hi-resolution files and creating hi-resolution proofs of customer images and documents.

~ Completed apprenticeships and received Journeyman cards for all positions listed.

Education8/2003 - 3/2005: Lancaster Institute for Health EducationNursing program: General Health Education and Clinical rotations in hospital (Lancaster General Hospital, Lancaster, PA).

9/1979 - 12/1983: University Of South Florida, Tampa, FlBachelor of Arts degree

DLCDoyle_resume11202016

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