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Customer Service Support

Leominster, Massachusetts, United States
July 25, 2018

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43B Meadow Pond Drive Leominster, MA 01453 978-***-****

QUALIFICATIONS Professional Profile:

SUMMARY • Effective communicator with excellent interpersonal and organizational skills

• Cooperative and flexible; readily adapt to changing needs and circumstances

• Demonstrated ability to systematically identify, isolate and resolve technical problems

• Highly motivated, conscientious and confident self-starter who performs well under pressure

• Interact effectively both interdepartmentally and at all organizational levels

• Enthusiastic team player who embraces a challenge and consistently achieves desired results

• Able to manage multiple tasks, set priorities, work within budget, and meet deadlines

Functional Skills:

• Strong customer service & relationship building skills • Excellent diagnostic & analytical skills

• Provide pre/post-sale & follow-up technical support • Troubleshoot both hardware & software

• Successfully solicit, develop & maintain new business • Support a variety of cross-functional users


Microsoft Word, Excel, PowerPoint, Access & Outlook

Meditech; IDX packages; Retail Pro - Certified as both an Instructor and Technician


2010-2017 Bose Corporation, Stow, MA

Help Desk Specialist – contracted through Randstad Corporation

Exceeded job expectations by becoming the lead Service Desk Specialist using metrics-driven job evaluation techniques.

Provided superior technical and customer service skills working on the CIS Service Desk to support the Bose Engineering and Administrative Departments, consisting of over 8,000 employees.

Proficient using Active Directory for user account maintenance, Microsoft troubleshooting skills for end user support, Remedy ticketing system for work and skill set tracking, and in-depth networking and

telecommunication support skills for daily end user support.

Actively participated in daily meeting which was designed to facilitate top-notch technical and customer service skills required to support the Bose Corporation user community.

Utilized my extensive technical talents as an individual contributor for large scale project rollouts at Bose, specifically the recent Bose VPN upgrade project.

2009-2010 Filene’s Basement, Auburn, MA

Support Services Specialist

Provided exceptional technical support and customer service to Filene’s Basement user community.

First line point of contact for Active directory account support, network support, telecommunication support and general technical user support issues.

Provided nightly sales data storage and backup support for Filene’s Basement 26 retail locations.

Responsible for all printer and retail equipment hardware and software support.

Responsible for managing third-party vendors that provide network and telecommunication support to Filene’s Basement retail locations and corporate headquarters in Burlington, MA.

2007-2008 THE TJX COMPANIES, Westboro, MA

Level II Help Desk Technician - contracted through JVT Advisors, Andover, MA

Provided exceptional support and customer service to the TJX corporate community.

Provided Microsoft Office, Lotus Notes and hardware platform support.

Responsible for password resets and account maintenance for various applications such as Kronos,

Citrix and AIX/Lawson Portal.

Software troubleshooting included MS Office, Adobe, Norton and Symantec Anti-Virus maintenance and upgrades.




2006-2007 WIN ENTERPRISES, North Andover, MA

Account Manager

Company designs and manufactures customized x86-based embedded controllers and systems sold

to the OEM market. Revenue enhancing responsibilities entailed:

As company’s only Account Manager, successfully solicited and developed new business while

maintaining and growing existing accounts.

Utilized strong relationship building, closing and customer service skills to both attract and retain new accounts.

Developed new business through active participation in industry trade shows.

Generated and followed up on RFQ’s (Request For Quotes) on WIN’s embedded systems and

controllers via phone, Internet and face-to-face customer meetings.

2002-2006 FIRST CONSULTING GROUP, Worcester, MA

Desktop Support Specialist III

UMASS IS Support Group was taken over by First Consulting. Support responsibilities remained

similar with the addition of the University and Hahnemann campuses.


Information Services Support Specialist

Served as core member of a technical support team responsible for the computer needs of the 5,500 UMASS Memorial Health Care employees.

Provided front line hardware and software support:

-PC’s, laptops, modems, all types of printers, network servers & network cabling

-Meditech, IDX, Surgiware, Kronos, Steadman’s Medical Dictionary application, MS Office, printer software support and installation, Norton McAfee Anti-Virus support and installation, Active

Directory, File Permissions, User Account Maintenance, PC Anywhere, LapLink, VPN

Supervised and worked with on-site 3rd party vendors, administered service contracts and tracked

company assets.

EDUCATION LESLEY UNIVERSITY, School of Management, Cambridge, MA

B.S. in Management


A.S. in Electronic Technology

Professional Training & Development:

• MicroVAX 2000 • Laser Safety & Printer Concepts

• Blackberry Training • AUTOCAD CAD/CAM Training

• A+ Certification Course • Marketing Strategies & Theories

• Stress Management • Retail Pro Certified Trainer/Technician

• Software Concepts • Video Terminal Maintenance & Repair

• MS-DOS Training • Electrical Safety & Lockout Training

• Microsoft Office • Sexual Harassment in the Workplace

• Print Server Concepts • Video Theory & Concepts

• LAN & WAN Training • Total Quality Management

• Electronics Theory • Call Tracking Training (HEAT & REMEDY)

• Technical Sales Training • Fiber Optic Network Training & Fundamentals

• Y2K Training • Laser, Impact & Thermal Printer Maintenance & Repair

• Physics Theory • Troubleshoot, Maintain & Upgrade PC’s & Laptops


RECOGNITION Multiple Customer Service Awards Winner

Employee of the Quarter Award - UMASS Memorial Health Care

References Available Upon Request

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