Customer Service Technical Support

QUALIFICATIONS PROFILE

Highly organized, results-oriented, and multifaceted professional with comprehensive experience in the information technology industry; known for expertise in providing support to wide array of applications to support business and clients requirements. Armed with excellent oral and written communication skills, with strong interpersonal, critical thinking, and problem-solving aptitudes. Effective at establishing positive working relationships with all levels of individuals, including clients, staff, and management.

CORE COMPETENCIES

Database Infrastructure, Configuration, Maintenance, and Troubleshooting ~ Network

~ Quality Assurance ~ Rapid Problem Resolution

Customer Service ~ Cross-functional Collaboration ~ Organizational Leadership and Training

~Data mining root and cause analysis ~ Procedure enhancement~ Co-managed client relationships ~ Call center development ~ Inventory Control ~ Accounts Payable and Collections

PROFESSIONAL EXPERIENCE

NetScout Systems, Inc. Westford, MA, USA

Senior Data Integrity Administrator Jun 2016–Jan 2018

Hold responsibility in updating and maintaining customer Installed Base

Develop and train other departments on new process workflows.

Liaison to multiple departments including Sales team, Legal, Product Management, during End of Month/Quarter/Year deadlines.

Perform other key responsibilities including guaranteeing efficient functionality of quotes and troubleshooting contract system errors; and dealing with internal requests through ticketing system, Salesforce.com and high volume group mailbox.

Review, reject or approve service contract discounts and hw/sw upgrades.

Update Install Base and Service Contracts

Validate and create new customer in Customer Master

Review & verify account information and legal contract status

Knowledge of the sales quoting process

Maintained weekly open order report distributed to Finance

Executed daily Ship Log report as well as reviewed each order for accuracy in Installed Base, Order Management, and Support contracts.

Processed License upgrades entailing new instance creation as well as Contract update to reflect new SKU and termination of the old.

Reseller term specific account creation

Updated all Premium account status and discounts

Jointly maintained high volume group inbox for various issues

Create Vendor/Supplier accounts utilizing W9 information

Maintained system End of Life contract processes

Customer Service Representative Dec 2010- Jun 2016

Data mining of various Oracle MODS i.e. Oracle Order Management, Installed Base/ Reports, Service Contracts Inquiry, Legal Contract Inquiry, iProcurement, and Logistics to verify customer contract status, and account information for booking all Standard and Non Standard RMAs, Repairs, and Software Orders.

Assisting customers in concert with Data Integrity on various licensing inquiries i.e. troubleshooting, registrations, root cause and issue resolution.

Administer Customer Service call queue and inboxes, providing accurate response to RightNow tickets supporting customers, OSEs, SEs, RSEs and Resellers with issues regarding RMAs, Licensing, MyNetscout and Software upgrade orders.

Aiding customers in account generation as well as resolution of technical complications on MyNetscout while building and establishing customer rapport.

Interfaced with Technical Support and Order Ops for Eval/Loaner RMAs as well as communicating status to the customer.

Resolving RMA Problem log entries for Manufacturing by rectifying Receiving’s issues with defective units returned from customers.

Provided New Hire training for all SEs, OSEs, RSEs, and SDMs in the subjects of RMAs, Licensing and MyNetscout employing my custom PowerPoint Presentation.

Elected with the task of producing, narrating and editing, multiple tutorial videos presently publicized on the MyNetscout site.

Designated back up for the team lead.

Aiding 35+ in office Technical Support Engineers as well as numerous On Site Engineers directly with any questions or issues regarding RMAs or potential RMAs as well as contract status, unit information, licensing issues or processes.

Following up with customers or OSEs/RSEs/SEs on open tickets providing status, shipping information, and return of defective units.

Provide Time and Material Quotes to the customer for Repair orders.

Generated KnowledgeBase articles on processes.

Achieved highest closure rate of tickets and numerous 5 out 5 acknowledgement rates from customers.

Earned Achievement Award for fulfilling work responsibilities.

Data Quality Support Administrator Mar 2010-Dec 2010

Primary lead on data clean-up project “360” in Oracle’s Install Base containing in excess of 10,000 customers.

Accurately harmonized customer’s hardware to corresponding software using Oracle’s Installed Base and Installed Base Reports daily, editing the database when required.

Identified flawed serial numbers, addresses, and erroneous product match-ups and amended for database accuracy.

EARLIER CAREER

Cognos Inc. an IBM Company Burlington MA, USA

Order Operations Specialist/Quality Control Specialist

Welch’s - Concord, MA, USA

Logistics Coordinator for Co-Manufacturing (Contractor)

BOC Edwards Wilmington, MA, USA

Client Support Specialist

MKTG Services Wimington, MA, USA

Customer Support, Accounts Payable/Receivable/Collections Specialist, Research & Development

EDUCATION

Arlington Catholic High School

VOLUNTEERISM

Habitat for Humanity The Wish Project Gaining Ground Farm

TECHNICAL ACUMEN

Proficient with Oracle 11i & 12 RightNow CRM Salesforce.com, Cisco Finesse Jabber Lotus Notes SAP Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) Internet applications Citrix, MYOB Plus Accounting, Remedy Ticket.

Contact this candidate