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Customer Service Desktop Support

Gloucester, MA, 01930
November 30, 2018

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Highly experienced technical support specialist offering a vast knowledge of IT, Technical Support and Technical Sales knowledge. Enjoy working within cross functional environments to troubleshoot and find solutions to technical issues. Excellent interpersonal skills to create and maintain strong working relationships and collaborate to achieve goals.


-Proficient in installing and supporting computer -Microsoft Office proficiency

printers and peripherals in a network environment. -LAN aptitude

-Experience working as a liaison between companies -Accomplished with mobile devices

and customers handling complex issues, upgrades -Troubleshooting proficiency

and projects -Exceptional telephone customer service

-Able to work with minimal direction and within a -Vast technical knowledge

team atmosphere -Experienced technical sales

-Able to multi-task and prioritize multiple projects -A+ certified

Proficient in working with internal cross functional -ISO 9001 Internal Auditor certified

teams to resolve complex technical issues -EH&S safety team member



Microsoft Windows XP, 7, 8


Testing to component level

Troubleshooting computers and


Using oscilloscope test equipment

Use of Fluke test equipment

Use of NIST chambers for calibration

Microsoft Office


Exceeded monthly goals by successfully handling data extraction for Sensitech customers on the TempTale4 devices.

Helped reduce the turnaround time for retrieving data for customers by 40%.

Reduced escalations of hardware problems to the Sensitech Engineering team by 30%.Awarded multiple Customer Service Awards upon the completion of projects that created opportunities for more


Received multiple awards for customer service recognition and ability to work well with other internal teams.

Received Outstanding Service award from Governor of New Hampshire for Y2K system project.

On the Sensitech Audit team during Pharmaceutical customer audits.


SENSITECH, INC. Beverly, MA 4/2008 to 11/2015

Sr. Technical Support Specialist

Work with customers in retrieving data from Sensitech devices used in a cold chain environment Provide high quality customer service and business analysis for end users and companies.

Interact with customer Quality Assurance and Calibration Validation teams and provide technical reports and field failure rate analysis on products used globally.

Liaison between Lifesciences and Food customers with Sensitech hardware engineering and software engineering teams for continued improvements with Sensitech recording monitors and software.

Work with customers IT departments in the installation and training of their cold chain staff on Sensitech proprietary software and hardware products.

STATE OF NEW HAMPSHIRE Concord, NH 01/1997 to 04/2008

LAN Coordinator

Member of the Office of Information Technology (OIT) working in the Desktop Support team.

Stationed at New Hampshire Hospital facility and supported over 500 computer systems and 800 end users using proprietary Health and Human Services software on Windows XP computer systems.

Provided technical support on all computer peripherals on campus.

Contact between the Desktop Support team and the Networking team handling connectivity issues at NHH and campus.

Traveled to support the Portsmouth and Londonderry District offices for computer and training issues.

CARDINAL HEALTH Peabody, MA 04/1995 to 12/1996

PC Coordinator

Supported 100 end users at the Peabody location for both the corporate office and warehouse.

Supported Windows 95 and all commercial applications such as Windows Office and Lotus Notes.

Handled all peripheral hardware and software problems and installations.

Supported the external sales force with their NEC laptops and software applications.


IT Administrator/Sales

Installed Novell network system at the Salem location.

Handled all computer installations and peripherals for 80+ users.

Worked with and supported the sales team in installing CD hardware onsite throughout New England for customers who purchased the Butterworth legal software applications on their computer.

Top inside sales rep for the CD division by placing outbound calls selling to attorneys in Florida and Minnesota.

Set appointments for outbound sales reps while responding to inbound customer calls from the Butterworth customer base.

COMPUTER BARN SERVICE Salem, NH 01/1992 to 03/1994


Sold computer service plans to companies and end users.

Installed computers and peripherals for customers.

Provided excellent customer service and phone support.

Provided on-site computer support in southern NH and northern Ma.

Responsible for the daily operations of the company.



Salem State University

Business Administration


A+ certified, business analysis, Calibration, CD, computer peripherals, hardware, customer service, direction, Health and Human Services, Information Technology, inside sales, Internal Auditor, ISO 9001, laptops, legal, Lotus Notes, Windows Office, Office, Outlook, Windows 7, Microsoft Windows, Windows 95, Windows XP, monitors, NEC, network, Networking, Novell network, peripherals, printers, quality, Quality Assurance, recording, sales, software engineering, technical support, Desktop Support, upgrades, Validation, ACE certified

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