Customer Service Quality Assurance

Summary Customer-focused IT Support Professional with superior skills

and a strong aptitude for learning new technologies. Customer

relationship management experience with excellent interpersonal

and communications skills. Highly experienced in computer

break/fix operations. Strong team leadership and project

management experience with a concentration in process analysis,

requirements gathering and use case creation.

Technical Skills Platforms: Windows 7/Vista/XP200/98, Server 2000/2003, MAC

OS9/OS X; deploy, install, upgrade, maintain, optimize and

troubleshoot.

Networking: LAN, client/server, active directory, peer-to-peer,

file/print sharing, TCP/IP, DNS, cabling, hubs, switches,

routers, remote access, wireless routers and access points.

Applications: Including, but not limited to, network tools,

SCCM, ticketing systems, productivity suites, (Microsoft

Office, Open Office), email clients (Outlook, Eudora,

Thunderbird, MAC Mail), anti-virus, anti-spam and firewall

utilities, computer maintenance utilities.

Hardware: Personal and portable computers, servers and handheld

devices: install, configure, troubleshoot and manage power

supplies, motherboards, CPUs, system BIOS/CMOS, RAM, IDE hard

drives, display adapters, modems, monitors, network adapters,

sound devices, RAID arrays, printers and other components.

Experience

7/04 - Present Independent Contractor, Somerville, MA

IT Field Service Technician

Perform on-site residential and commercial PC and Mac hardware

and software break/fix; installation, troubleshooting and

repair. Clients included retail stores, restaurants, small

offices and residential users.

Install, configure and troubleshoot wired and wireless

networks, routers, access points, servers, computers and

printers.

Provide hardware and software support for mission-critical raid

array servers and computers.

Provide customized training and accessibility support to end

users.

8/09 - 2/11 DAG Consulting, Inc. Burlington, MA

Contractor - MIT/Lincoln Laboratory Deployment Technician

Participated in Windows Vista/Windows 7 and Apple Mac OSX

deployment testing and implementation.

Participated in the formation and documentation of operating

system deployment processes and procedures. Reported and

resolved process issues.

Performed end user pre-migration interviews and discovery

processes with the aid of SCCM to determine system state, as

well as user requirements, of computers designated for

migration.

Interacted constantly with the end user to explain the

migration process, timing and system migration status.

Performed Windows or MAC deployment procedures and complete all

Quality Assurance documentation.

Deployed new or re-imaged computers to end-user and ensured

user's documents and setting were present and complete.

Identified any post-deployment issues and resolved or assigned

to Support Desk for escalation.

Deployed software via SCCM to systems as required.

Maintained and monitored all scheduled appointments, deployment

times and Remedy tickets to ensure clear lines of

communication.

Provided secondary support to Lab's Support Desk as necessary.

5/05 - 1/06 Apex Systems. Inc., Boston, MA

Contractor - Houghton Mifflin Technical Customer Support

Provided Tier 2 support for Eduspace, a Blackboard-based online

course management system.

Triaged customer issue calls escalated from a Tier 1 Help Desk.

Monitored Tier 1 Help Desk for customer service quality

assurance.

Interacted directly with customers in need of product support,

consultation and training.

Reported and verified software issues to developers via Team

Track ticketing system.

Managed a web-based knowledge base for use by customers and

support staff.

Provided product support to users of CD-based products.

Monitored and re-engineered customer support processes and

procedures with the goal of continuous improvement.

8/02 - 12/09 Retailer, Somerville, MA

E-Commerce Retailer

Created and maintained e-commerce websites for the purpose of

selling retail goods.

7/97 - 7/02 GENUITY, Woburn, MA

Business Systems Analyst (8/99 - 7/02)

Collaborated with IT, service delivery, sales and marketing,

and third-party contractors in the creation of a web-based

customer portal.

Analyzed existing business processes as a member of an

enterprise-wide project team, leading to the successful

development of a new, more efficient customer-focused service

delivery organization.

Customer Order Implementation Specialist (7/97 - 7/99)

Served as main point of contact between the customer and

service delivery during new customer web hosting implementation

and existing customer enhancements.

Maintained clear lines of communication between the customer

and the business units to ensure customer satisfaction.

Professional CompTIA A+ Certified Professional

Certifications & PC Network Support Engineer Program Certificate - Millennium

Training Training Institute

Education University of Massachusetts/Boston: Bachelor's Degree - Liberal

Arts

Boston University: Ed.M. - Education

Military Experience United States Air Force: Electronic Intelligence Operations

Specialist

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