Technical Support Customer Service

DAVID A. THOMPSON

Watertown, MA 210-***-**** ***********@*****.***

Technical Skills

Excel - Expert

Microsoft Office – Expert

Atlassian JIRA – Expert

SQL – Beginner

Python – Beginner

Salesforce Support - Intermediate

Work Experience

FSEnet Waltham, MA

Level 1 Technical Support

November 2014 – Present

Provide first-tier technical support directly to clients

Triage issues between customers and level 2 technical support using Atlassian JIRA & Salesforce

Use expert knowledge of Excel processes (v-lookup, pivot tables, formatting, formula analysis) to perform business data analysis

Perform database queries using SQL

Tufts Health Plan Watertown, MA

Provider Service Representative

May 2013 – October 2014

Performed claims investigation on behalf of medical professionals

Provided information about patient health plans and payment to inquiring parties

Interfaced with a wide variety of administrators regarding investigation status

Target Litigation Consulting Boston, MA

Clerical Assistant

January 2013 – May 2013

Maintained and organized online law database

Completed data entry with a high degree of accuracy

Performed basic office duties as needed

MASCO Services Inc Brookline, MA

Customer Service Representative

August 2012 – January 2013

Maintained and organized online law database

Completed data entry with a high degree of accuracy

Performed basic office duties as needed

Flipkey, Inc. Boston, MA

January 2011 – August 2011

Marketing Intern

Located and organized contact information of vacation rental owners to

Used Flipkey's website to market available properties

Performed essential customer service functions when business partners were present

Codman Academy Tutor Boston, MA

Assistant Teacher

June 2009 – June 2011

Assigned to help rising 9th graders improve math and reading skills in preparation for high school

Performed basic office functions (taking phone calls, copy/fax, email, newsletters)

Education

Massachusetts Institute of Technology Business Management and Marketing

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