Customer Service Manager

Theresa LeMoine Home Phone: 978-***-**** *******.*****@*****.***

** ********** ******, *********, ** 01876

SUMMARY OF QUALIFICATIONS

. 20 years successful experience in customer service and support with

recognized strengths in supporting over 300 applications, Microsoft

Office Suite, Blackberry Support, VPN and Citrix support, printing and

connectivity problem-solving and troubleshooting

. Worked on project team to build Service Desk Team Site

. Participated in an On The Job Training (OJT) program for new hires that

were transitioning into our Service Desk Analyst positions

. Trained others in the use of applications and in technical support

methods

. Proven ability to build strong customer/client relationships

. Self-motivated individual with ability to rapidly learn new tasks

. Creative ability to solve unusual or difficult problems when logical

methods have failed

. Track record for consistently meeting goals and delivering a high level

of job performance

Professional Experience

WilmerHale

Senior Service Desk Analyst 4/2004 to 10/2019

. Through primarily telephone and email interaction, guided the staff and

lawyers of the firm (customers) in the effective use of the software and

hardware tools and systems provided to them, including network and remote

connectivity, so to ensure their ability to work productively and

efficiently

. Managed the troubleshooting, analysis, recording, prioritization and

tracking of all customer Incidents and Service Requests, per IT's ITIL-

based Incident Management Process, resolving common Incidents and Service

Requests directly or by assignment to the appropriate IT group

. Acted as knowledge resource to Analysts in IT Support, guiding them in IT

Support processes or troubleshooting procedures and assisting them with

addressing a customer's Incident and Service Request to the full extent

of their abilities, with special focus on the Microsoft Office Suite,

iManage Document Management System, and firm standard software and

hardware

. Reviewed resolved support tickets in the service management system

(currently Axios assyst), validating resolution details and resubmitting

to the resolving group, if incomplete, or forwarding to the original

Analyst for customer follow-up as necessary.

. In the absence of a Liaison (level III) or IT Support Manager,

communicated outage events to customers and other members of IT,

including IT management, through phone, email and the IS Support

telephony solution

. Service Desk contact for edits to Softwise Letterhead

. Created Outlook Public Folders; Firm Distribution Lists and performed BES

Administration

. Assisted the Liaisons with Administrative tasks when needed

. Assisted Applications Development analysts with testing of certain

software

. First contact for Analysts before escalating to Liaisons

. First contact for a Secure File Transfer through the Accellion

application

. First contact for Analysts with Cisco Unity Voicemail requests

Hale and Dorr

Support Analyst 2/1988 to 4/2004

. Through primarily telephone and email interaction, supported the staff

and lawyers of the firm (customers) in the effective use of the software

and hardware tools and systems provided to them, including network &

remote connectivity, so to ensure their ability to work productively and

efficiently

. Manage the troubleshooting, analysis, recording, prioritization, and

tracking of all customer requests presented in IT Support, and resolved

common problems directly or by escalation to the appropriate support

group.

. Trained new and existing employees in Microsoft Applications as well as

other applications used throughout the Firm.

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