Technical Support Customer Service

COLLEEN CRAVEN

* ****** **** ***** * UNIT #** t NASHUA, NH 03060 t

603-***-**** (home) t 978-***-**** (cell)

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

ADMINISTRATIVE/TECHNICAL SUPPORT

Seeking to leverage strong technical skills, flexibility, proven communication expertise into a growth-oriented Administrative Support position. Comfortable in financial, healthcare, academic, and manufacturing environments. My creative, problem-solving approach to teamwork enhances effectiveness of operations.

COMPUTER SKILLS

MS Office 2003,7,10 (Word, Excel, Outlook, Access, PowerPoint), Windows 95/98/NT/XP, Active Directory

Medical Software (McKesson Paragon Financial Systems – Patient Management, Financials, Order Entry, Ntier Interfaces/Printing, Citrix Paragon, SQL, Interfaces)

Cerner - (Powerchart, Firstnet, Surginet), Citrix

CAREER SUMMARY

WHOLE FOODS, Westford, MA (part time)

Prep Foods Cook 4/16 - present

INTERNAL REVENUE SERVICE, Andover, MA 11/15-3/16

Customer Service Specialist

Respond to a wide variety of inquiries from the public, and escalate calls as needed.

LOWELL GENERAL HOSPITAL, Lowell, Massachusetts 3/84 – 10/12

Senior Computer Operator/First Tier Help Desk (Full-time 1984 - 99; Part-time 1999 – 2000 while attending Bay State College; Part time 00-12 while working other jobs as noted below; PT to FT 2012-2014 when function was outsourced to Cerner Corporation

Served as primary on-site first tier Help Desk contact for end users.

Maintained all systems operational at optimum performance level.

Provided responsive, timely technical support to all users, including physicians, hospitalists and nurses.

Resolved, documented, tracked and monitored problems using Remedy service management solution technology.

Implemented real-time escalation, restart and restore processes to any failed component.

Ran daily/weekly/monthly activity reports for 20+ departments.

BANK OF AMERICA, Waltham, MA 04/05 – 11/07

Senior Retail Loan Processor, Dealer Financial Services

Processed direct and indirect auto loan documentation conforming to bank policies and procedures, consistently exceeded bank requirements for daily number of loans processed.

Collaborated within loan processing guidelines to ensure clean and timely loan closings.

Prevented company losses by identifying fraudulent invoices, down payments, and other contract irregularities.

ST MICROELECTRONICS (through Nashoba Placement), Lexington, MA 10/00 – 07/02

Marketing Administrator

Managed Access database of potential customers.

Provided sales and administrative support to sales representatives and Director of Sales.

Coordinated literature fulfillment from trade shows, expediting purchase supplier orders.

VARIED CONTRACT/CASUAL ASSIGNMENTS 2000 - 2009

BOSTON UNIVERSITY, Boston, MA, Payroll Clerk;

OFFICE TEAM, Lexington, MA, Receptionist;

VOLT SERVICES GROUP, Chelmsford, MA, Logistics Analyst

EDUCATION

BAY STATE COLLEGE, Boston, MA. Medical Technology courses 1999– 2000

UNIVERSITY OF NEW HAVEN, New Haven, CT. Business and Marketing courses 1980-1983

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