Customer Service Technical Support

DAWN MARIE HERNANDEZ

*** **** ******* **** ( West Warwick, RI 02893 ( 401-***-****

************@*****.***

Technical Support Professional with expertise in Product Support and

Customer Service

Summary of Qualifications & Technical Skills

> Over ten years of Technical Product Support and Management

> Strong skills in analysis, problem resolution and troubleshooting

> Thorough, detail-oriented, and able to multi-task in fast-paced

environments

> Training of client users and technical personnel

> Outstanding relationship management, training, and presentation skills

> Superior customer service and computer skills with proficiency in

Microsoft Office Suites

> Creative and innovative, with excellent oral and written communication

skills

Professional Experience

Manager Global Product Support December 2006 - June

2012

Sparkline Digital LLC

. Provided clients and internal users with technical support for email

(MessageMaker) and Legacy (Twelve Horses) platforms

. Developed, maintained and documented support and QA processes

. Direct client interaction, product management and engineering to help

develop enhancement needs

. Maintained and improved email deliverability and client satisfaction

by monitoring ISPs, whitelisting, feedback loops and daily sends

Global Product Support December 2006 - March

2012

One to One Interactive, Inc. (Acquired by Sparkline Digital LLC)

. Identified, researched and resolved technical issues across permission

based marketing channels including email, mobile, desktop and social

apps

. Conducted demos and technical trainings for clients and internal users

. Ensured email deliverability and client satisfaction

. Assisted in QA testing for growth and development of products

Global Product Support December 2006 - August

2007

Bluestreak Inc. (Acquired by One To One Interactive)

. Provided clients and account managers with technical support for email

(IonMX) and ad server (IonAd) platforms

. Supported online ads and rich media creatives including Flash/ HTML

Implementation Coordinator January 2005 - October

2005

PMG (Priority Management Group, Inc.)

. Installed and customized Citrix software to new client's satisfaction

. Trained clients and employees on the functionalities of Ntierprise

including navigation, registration, scheduling and reporting

Applications Specialist (B/AR) December 2000 - January

2005

MEDITECH (Medical Information Technology, Inc.)

. Diagnosed and resolved client inquiries and issues once the financial

application (B/AR) was fully installed and operational

. Performed ongoing education with existing clients via the telephone,

on-site audit visits, or quarterly trainings

Education

Bachelor of Science in Business Administration, December 1996

University of Rhode Island, Kingston, RI 02881

Classical High School, June 1993

Language Experience

Intermediate Spanish along with some informal translation

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