Customer Service Years Experience
Resume:
*** ***-*** **** ** Kim Capone 978-***-****
Fitchburg, MA 01420 ********@*****.***
PROFILE
• Over 15 years experience providing customer service and support
• Over six years experience in Healthcare, HIPAA, Policies/Procedures and applications support
• Three years experience in account management at IBM
• Natural communication skills, empathetic toward customer wants and needs
SKILLS
Account Management Policies and Procedures
Problem Solving Skills Quality Assurance (QA)
Report Preparation Ability to prioritize, multitask and manage time well
MICROSOFT Office Creation of Presentations
Remote Connectivity Configuration and Management of Windows XP; 7 desktop
PROFESSIONAL EXPERIENCE
Mount Wachusett Community College 2/2013 - 2013
Information Systems Support
• Provide desktop support for the college employee’s by phone or in person.
• Performed diagnostics and troubleshooting of system issues, documented help desk
tickets/resolutions, and maintained equipment inventory list.
UMass HealthAlliance Hospital, Leominster, MA 6/2005 – 3/2012
Information Systems / System Support Analyst
• Support high volume of help desk calls
• Trained all Help Desk personal on the Health Care software, HIPAA, Policies
• Trained new physician employees on the Health Care software
• Supported the “Go-Live” software launch of the new Clinical, Financial and EMR applications
• Prepared and wrote policy / procedure documents
• Managed help desk projects, Chart reports and supported technology roll outs
IBM/Lotus, Westford, MA 6/1999 – 9/2002
Technical Account Manager
• Post-sale liaison for Lotus 4.x-5.x. Supported three large assigned accounts with the total of
93,000 users. Main customer contacts were CIO and Sr. Management.
• Guided all support issues to resolution and held daily conference calls with clients CIO and
management to assure procedures were being held and completed.
• Assisted technical impact of introducing our communication products to their infrastructure
WebHire, Inc., Lexington, MA 9/1997 – 6/1999
Sr. Technical Support Analyst & Supervisor
• Supervised three technical support analysts
• Resolved technical issues involving high-profile customer concerns for Windows NT and Internet-
based software
Kim Capone <Cont. 2>
Phillips Home Services, Burlington, MA 12/1995 - 9/1997
Help Desk / Sr. IS Support Supervisor
• Installed, upgraded, maintained and troubleshooting of hardware and software for all Windows
NT and Lotus Notes. Weekly travel to New York for network support/system back up for UNIX
NEC Technologies, Boxborough, MA 5/1992 – 5/1995
Technical Support Associate – promoted to Eastern Sales/Trainer
• Resolved PC hardware issues
• NEC rep at national trade shows; PC Expo, MacWorld and Comdex
CONTINUING EDUCATION
2005 -2010: Windows Exchange 2000/2003/2010 Exchange Active Directory
2009- 2010: CPOE (Computerize Physician Order Entry)
2007- 2009: Siemen Soarian MAK; TouchMedix Dictation; Draeger Telemetry, Phillips Telemetry
2005 – 2009 – Siemen Soarian Medical Application. Clinical and Financial
2002 - Lotus Notes
2000 - 2001 – Administering Windows NT 4./Exchange
1999 - 2000– Notes System Administration (Lotus Notes 4.X, 5.X); Maintaining Domino Server
AWARDS
2008/2009/2010/2011 HealthCare Most Wired
2008/2009/2010 HealthCare Most Improved
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