Customer Service Project

Dave Lapointe

Dave Lapointe

**** * ****** #*, *** Angeles, CA, 90028 • 1-323-***-**** • ****.********@*****.***

Dynamic and ambitious Information Technology Professional eager to leverage superior ability

to support internal and external clients toward supporting the IT goals of a progressive

organization. Strong ERP, MIS, IT, software training, customer support, marketing and

translation skills, with the ability to adapt to a quickly changing environment.

Core competencies include:

Cultivate Strong Business Relationships

Customer Support/Service

Database Management

Fluency in English/French/Spanish

Hardware/Software Installation/Implementation

Infrastructure Planning

Maintain Current Industry Knowledge

Meet Deadlines & Exceed Expectations

Problem Solving/Analytical Skills

Project Management/Coordination

SQL Data Programming

Superior Communication Skills

Technology Integration

Windows and Mac Proficiency

Education

McGill University, Montreal, QC, Canada (2005) - B.A.

Professional Experience

iSystems, Inc., Montreal, Quebec (2005 to 2010) - ERP Implementation Specialist

TM

Spearheaded efforts to project manage the implementation of ERP software ( TQT ) at

client sites; provide ongoing project support, end-user training and technical expertise to

ensure optimized work flow.

Interacted with clients to define project scope, timelines and implementation schedules;

leveraged extensive knowledge of the product functionality and applications to significantly

reduce response times from weeks and months, to hours and days for technical resolutions.

Provided pre and post sales support to Business Development staff; interpreted

client requests during interface with French and Spanish speaking clientele.

Developed and implemented a comprehensive training structure to ensure

maximized understanding of the software applications; utilized online webinars, introduced an

online client resource center offering documentation, request forms, online tools and reports to

provide a turnkey business solution.

Key contributing author for technical instruction documentation to aid clients in

understanding and utilizing the software.

Interpreter / Translator Montreal, QC (2001 to 2009) Self-Employed Interpreter

Provided accurate professional simultaneous interpretation services to a group of high

profile clients including; Pepsi, Coca Cola, Cadbury, Molson, Scotia Bank, BMO, RBH, Telus,

Rogers, Bell, Tim Hortons, Nestlé, Natrel, McDonald’s, Ford, Honda, General Motors, Kraft,

GKS, Pfeizer, Eli Lilly and McNeil PDI.

Offered specialized services for the interpretation of qualitative research data for

marketing focus group interactions; translated from French to English, or Spanish to English,

provided professional and articulate translation, and gained insight into interpreting documents

relating to marketing research.

Sylvestre Marketing, Montreal, Quebec (2002 to 2004) - Focus Group Facility Host

Provided superior customer service and attention to clients attending focus group activities;

ensured client comfort and satisfaction during focus group participation, and provided

problem resolution and technical support as needed.

English as Second Language Teacher, Montreal, Quebec (Summer 2002)

Facilitated guided instruction on English as a second language to Chinese children.

Directed curriculum, assigned and graded homework, and provided a safe, comfortable and

engaging interactive environment so that the students could receive personalized attention

and maximum benefit.

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