Software Support Engineer

DOUG KIMBALL Customer Support

Support Manager: More than fifteen years of experience in total customer care,

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

customer support, training, project management, relationship management, and

603-***-**** quality assurance.

PREVIOUS SERVICE CLIENTS Established relationships with many Fortune 500 companies, small businesses and

government organizations, including the Pentagon.

Adler Planetarium

EXPERIENCE

Bank of New York

Carnegie Science Center Customer Support Manager 2013-14

Citicorp Sky-Skan, Inc.

Conoco Nashua, NH

Credit Suisse First Boston

CSC Department manager: Day-to-day management of staff, including scheduling of off-site

repair and maintenance visits within a global company

DuPont

E*Trade

Promote overall business strategy, working closely with company president and

Fleet

liaising with marketing, administration, support, and engineering personnel

Franklin Institute

Lafayette Science Center

Overhaul and manage the company’s Preventive Management Agreement process

Louisiana Art & Science Museum

Museum of Science Boston Total customer care, including resolution and management of issues in critical technical

National Air and Space Museum issues; front-line quality assurance, both in-person and remote

Reuben H. Fleet Science Center

Rice University Resolution of issues ranging from the extremely complex software developed by our

University of Colorado Boulder company to hardware manufactured by our company and supported product offerings;

University of Notre Dame monitoring and recording, including appropriate escalation and prioritizing issues for

support and for engineering/product development/quality assurance

Vodafone Ireland

Train customer user departments and cultivate relationships off-site

EDUCATION

Manage Return Merchandise Authorization process, to serve customer base and facilitate

MA, Communications, 2001

warranty and out-of-warranty repairs for users; included establishing and nurturing

(Wheaton College)

relationships with hardware vendors for outside-manufactured hardware including

Graduate work in Mathematics, 1994 servers, monitors, and networking appliances

(Pennsylvania State University)

BS, Mathematics, 1993 Support and Sales Manager 1998–2012

(Gordon College) Software Partners, Inc.

Political and Cultural Studies, 1992 Topsfield, MA

(American Studies Program,

Washington, DC) Department manager: Included managing and maintaining the multiple staff who

provided 24-hour support for overnight and international clients

SOFTWARE

Managed new product releases, including conceptualizing and establishing software life

OpenVMS, Macintosh, and Windows cycle

products, including backup/restore,

communication, media management, Discovered and pursued sales, established sales relationships, followed through with

contact management software, onsite training and support.

proprietary help databases, logfiles

Adjunct Professor, Communications 2005

DESKTOP APPLICATIONS Gordon College

Wenham MA

Salesforce

All Microsoft Office products Developed curriculum and syllabus for upper-level communications course, including

Acrobat testing. Coordinated course development with a large department and division.

GoldMine sales/support software

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