Technical Support Software

CLAIRE G. LARIVIERE

Shrewsbury, MA *****

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

***-***-*****

***-***-*****

Optos Inc. December 2012 – February 2015

** ****** ******

Marlboro, MA

Product Technical Support

Optomap Medical Software

Provided support to technical assistants and doctors for the Optomap Retinal Imaging.

Installation and training by remoting and phone support

including Archiving with NAS and external hard drive setup and restore.

Installed on Windows XP, Windows 7 – with Webex and FastSupport .

Reporting tickets using MicroSoft CRM.

Masonic Health Care, 88 Masonic Home Road, Charlton, MA

Technical Support for residents.

TV, DVD, Computers, Network connections for residents and administrators.

Part time weekends for 3 years.

EXPERIENCE

Bose Corporation July 2008 – March 2009 – October 2009

Framingham, MA

Software Test Engineer

New product software testing on Home Entertainment Systems.

Testing on world wide TV, VCR’s Turners Systems to ensure compatibility

with all Bose products. Detailed bug reporting on all aspects of these systems.

Follow through of bug updated and patches using Excel database and knowledge base.

Detailed writing of the testing and recommendations to enhance each product.

Connected PC Backup /Iron Mountain Digital

Southborough, MA

Technical Support Engineer

December 2003 – December 2007

Supported Connected DataProtector / BackupPC, a client/server online backup product, via phone email

and dialing in with Citrix.

Assisted users with installation of the software for local client as well as the central DataProtector

server, and troubleshot any implementation and network errors that were encountered during this process.

As the Connected DataProtector / BackupPC product was based on Microsoft SQL Server, assistance

was provided in the creation and execution of scripts to manage accounts and research information about

accounts and data storage.

Provided oversight of Level I Technical Support Queue by delegating high priority issues to senior

Level I technicians. Also provided resources for resolving support cases involving Connected backup

software and other network issues.

Supported server implementations installed on Windows 2000 and 2003 Servers, as well as clients

installed on Windows 9x, ME, 2000 Workstation, and XP platforms.

Call Tracking Database (Clarify).

SysAid Call Tracking

SKILLS/TRAINING SQL Server Administrator – Sun Learning Center, Burlington, MA,

Sun Unix System Administration 2.7 System Administration I & II

Magic – Customer Telephone Support Customer Training

PRIMUS Database for Creating Software Solutions

Clarify Call Tracking Software

Service Center Call Tracking Software

Window 2000 Server – Pinnacle Software Training, Framingham, MA 12/2004

Microsoft NT workshop – Microsoft, Westborough Training Center

SQL, Administrator Training – Learning Tree, Worcester Polytechnic Institute, Westborough, MA,

September 1997-April 1998

Introduction to SCO UNIX Systems and C/C++ Programming – 9 Month accelerated learning program

on UNIX and C++, covering Object Oriented Programming

EDUCATION Quinsigamond Community College, Worcester, MA 1984 - June 1986

Programming Languages and Business Software, Associates Degree

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