Customer Service Management

Marie Charlaune forvil

*** ********* **., ***. # **, Boston, MA 02116

617-***-**** / *********@*****.***

SKILLS

. Intensive training in information technology, including knowledge of

PC builds, software and hardware installation, and basic network

administration

. Proficient in Microsoft Office 2010 Applications - Word, Excel,

PowerPoint, Outlook

. Formal training in professional skills - conflict resolution, personal

interaction in the workplace, effective oral and written

communication, time management, and excellent customer service

. Languages (Fluent in Creole, French)

WORK EXPERIENCE

Wellington Management

Boston, MA

Client Technology Services/ Desktop technician

Aug. 2011- Present

. Troubleshoot client hardware and software issues via phone and in-

person

. Image PCs such as OptiPlex 7010, 790 and Hp using Build Disk for

Windows XP and Windows 7

. Install and convert Excel 2003 to 2007

. Deploy and maintain laptops, PCs and other electronic devices

. Deliver and support wireless, wired headset, blackberry, VOIP phone to

clients' locations

. Perform troubleshooting of Blackberry software

. Technical Proficiencies Audio, Video and Phone, conferencing

equipment: Cisco and Avaya Phone

. Polycom video equipment, A/V equipment, Creston touch screen projector

equipment

. Install applications including Finland, Adobe, Calypso, and Symantec

. Back up client data and personal documents and restore them to a new

PC

. Monitor/update ticketing system and making sure they are addressed in

a timely fashion

Putnam Investment

Boston, MA

Desktop Support

march. 2012-Aug. 2012

. Performed troubleshooting in a Windows base environment (Win 7/XP).

. Worked within Incident management software HP Service Manager 7.

. Built and deployed PCs and MACs through various imaging systems.

. Performed inventory management of PCs built and deployed for new hires

and break/fix situations.

. Transferred Secure ID hard tokens to Soft tokens within mobile

devices.

. Responsible for the Software Installation queue as well as licensing

verification and installation of financial specific software, such as

Bloomberg, Factset, etc...

. Set up and configured video cards for use of multiples monitors.

. Assist high level clients including personalities such as Traders,

Portfolio Managers, VPs, SVPs, etc...

. Deployed mobile devices such as iPad 3s, Blackberry, and iPhones with

configuration of Enterprise email.

Bloomingdale's Chestnut

Hill, MA

Sales Professional Dec. 2010-Feb.

2011

. Coordinated fashion accessories such as hats, scarves and gloves

. Operated cash register by counting the amount from the beginning of

shifts to the end, maintained a neat store at all times

. Assisted customers/clients with their needs, demonstrating courtesy

and professionalism

. Ability to work individually and as a team

EDUCATION

Year Up

Boston, MA

Mar. 2011-Feb.2012

Year Up is a one-year, intensive training program that provides urban young

adults, 18-24, with a unique combination of technical and professional

skills, college credits, an educational stipend and corporate internship

Cambridge College Cambridge, MA

Mar. 2011-Feb.2012

. Bachelor of Science, Management-enrolled

. Completed 18 credits as of January 2012

VOLUNTEER

. National Urban League

. AFAB-KAFANM (Association of Haitian Women in Boston): I completed an

18-hour workshop series titled ''Take Control: Protect Your Body''

curriculum on HIV/AIDS education and prevention

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