Customer Service Sales
Resume:
Normand Gaudreau
* ****** ***** **.,******, MA. 02053 Phone: (508) 533-
E-Mail: *****@*******.***
Objective
A responsible and challenging position in field engineering, technical
support, repair,
systems administration, or customer support in the electronics,PC or
related field.
Experience
CUSTOMER SERVICE REP/DISPATCHER
AMERICOM VOICE & DATA
Years Employed (2006-2010)
Norwood, MA
Process Service Orders for incoming calls
from customers using NEC PBX Telephone Systems.
Service Calls processed using TigerPaw
Software. Duties include opening and closing Service Calls
generating quotes for installs or Moves,
Adds or Changes, Dispatching Service Techs providing
first level support by phone and email.
Interfacing with sales and President of company in all
dealings with customers and staff. Temporary
supervisor functions.
MAC Analyst
GRANITE TELECOM
Years Employed (2005-2006)
Quincy, MA
Process all Move, Add and Change orders
for existing local POTS and Centrex customers.
Update customers with due date
information, work closely with all internal departments to
ensure correct billing and service for
customers. Utilize LEC's online systems to process
orders. Communicate directly with
customers, sales and customer service staff. Troubleshoot
Troubleshoot customer requests to ensure
proper resolution.
WHOLESALE CARE ASSOCIATE Years
Employed (2004-2005)
BROADVIEW NETWORKS
Quincy, MA
Staffing of Wholesale ACD lines, respond
to voice mails, e-mails and client folder requests as
per contractual agreement with clients
which include; AT&T, INFO Highway, Groveline etc.
Obligations must be established and
followed up via OC8. Extranet support for repairs and
other client's tools/systems, e.g.
AT&T's RDS system and Verizon GUI system. All established
Wholesale methods & procedures strictly
adhered to. Knowledge of Telephony, T1's and DSL.
Repair and MAC D. All for Broadview
telephone customers & Wholesale customers.
DESKTOP BREAK/FIX TECH
Years Employed (2004 )
NETTECH (NETVIEW) BANK OF AMERICA Providence, RI
(Contract)
Fix, install software/hardware problems on desktop
and laptops in BOA Enterprise sites, including
main call center in Lincoln RI. Desktops
and laptops are Compaq and Dell and IBM using Windows
2000, NT, XP office, MAS and various
Fleet and BOA apps. Also break fix printers including IBM,
Lexmark Laser Jet. Work to SLA on
contract basis. Large call volume.. Tickets generated and
closed through excel.
MEMBER CARE REP
Years Employed (2004)
BJS WHOLESALE
natick, MA (contract position)
Take large volume of customer calls,
emails and letters and solve item, membership, vendor and
billing related problems concerning
products and services handled by BJs retail stores.
Use Microsoft office including Outlook and
OEM data Base. Interface with buyers on product
problems and questions. Answer customer
emails and letters but mostly solve customer problems
and concerns via telephone in a Call Center
atmosphere.
CUSTOMER SERVICE REP.
Years Employed (2003 - 2004)
1Com Inc.
Plainville, MA
Process high volume of orders and requests
from both residential and commercial telephone
customers . Work closely with sales team,
provide data entry of orders, work as liaison
between client and sales. Handle
administrative tasks, such as correspondence and sales
tracking. Sales and activation of cell
phones, purchused through company, dsl service etc.
Strong organizational and communication
skills, technical aptitude and detail oriented.
Use of MSWord and Excel also Outlook.
Indirect Nextel sales & service for company.
SALES REP.
Years Employed (2003 )
WIRELESS RETAIL
Franklin, MA
Retail sales of cell phones and electronic devices in
BJs stores.
Open and closed day, credit checks and
activations. Work on commission.
Worked with vendors and other reps. Used sales
techniques.
CUSTOMER SUPPORT SPEC.
Years Employed (2002 - 2003)
PEGASUS COMMUNICATIONS
Marlboro, MA 01752
Activate, support, program Direct-TV Satellite
accounts, support (BAS) billing of
customer base from call center. Working under
Windows NT OS, Pegasus and Direct-
TV application software along with Lotus
notes.
FIELD SERVICE REPRESENTATIVE ( part time )
Years Employed (2002 )
EDP SYSTEMS INC.
Medway, MA 02053
Meet SLA (response & restore times) on
computer peripherals and equipment, provide all repair
services, manage all parts for calls
throughout NE. Report repair time, mileage reports etc..
Tech research to support R&D and sales
efforts. Provide sales leads to sales manager.
Field service, Customer Support Specialist Years Employed (1983-2001)
Getronics,WangGlobal(Olsy,Olivetti,ISC)
Medway, MA 02053
Install, maintain and upkeep of ISC banking system and associated
peripherals. Maintenance of IBM compatible Pcs, UNIX based systems, Windows
3.1, 95, 98, 2000, NT based, Compaq,Olivetti and Dell third party systems
and peripherals.Also IPL systems hardware and IBM AS400 OS both PC
workstations and servers.Installed and maintained LAN based systems and
networks, using Hubs, routers and patch panel. Maintained & installed
Laser, inkjet, band and line printers. Utilized test equipment. Generated
weekly expense reports & maintained a spares inventory. All at customer
sites throughout NE. ISO 2001 compliant.
TECH SPECIALIST Years Employed (1981-1983)
Scott Systems Co. Marlboro, MA 01752
Field engineering responsibilities. Install, maintain and perform site
surveys for Honeywell, Incoterm hardware at banksites throughout Worcester
County.
EE ENGINEERING TECH & LAB SUPERVISOR
Breadboarding, parts procurement and document preparation for PCBs to be
used in microprocessor based systems. Engineering support and lab upkeep.
Used oscilliscope and INTEL 8088 development system.
PRODUCT SUPPORT ENG.,TECH,GROUP LEADER Years Employed (1971-1981)
Honeywell Info. Systems (Incoterm Co.)
Wellesley & Northboro MA
Hardware support for software group, breadboarding, product evaluation,
generation of ECOs
and FCOs. Head of repair group, 10 people reported to me.
Education
A+ Certified ( Verification # E41DTT0954 )
Validation: 01/03/2000
HIPPA Certified
Certified (2004)
Certificate, Electronic Tech. Years Attended (1968-1970)
R.I. Radio & Electronics School
Electronic Technology
Years Attended (1970-1971)
R.I. Junior College
Computer Science
Newbury Junior College
Years Attended (1983-1984)
Computer Science
Years Attended (1986-90)
Dean College
Various Company related courses: Data comm., Networks, Pcs, Windows 95, 98,
XP & NT
IPL SYSTEM maintenance course.VBT TRAINING ON NETWORKING, DATACOMM,
WINDOWS 95, 98, XP ETC., A+ Certified CompTia, DELL cbt maintenance course,
Lexmark Printer Certification course, American Management Certification
Course. MOS course.
BAND Image certified
SKILLS
. Youth Sports Coach
Hockey Minor Official and scorekeeper
Licensed Baseball Umpire
SummaryOver 30 years experience installing, configuring, maintaining and
administrating software and hardware in the electronics industry. Customer
Service and management skills.
Contact this candidate