EDUCATION

Coventry Senior High School

CCRI Flanagan Campus, Lincoln, RI

Paralegal Studies

EMPLOYMENT

Merolla, Accetturo & Lough

Paralegal/Legal Assistant

*** *********** **. ***** ***

Warwick, RI 02886

November 2020-Present

Coordinate with clients, and co-counsel during all phases of discovery, trial, and appeal. Draft various legal documents (e.g., interrogatories, request for production of documents and requests for admissions) and responses thereto. Organize and maintain case files. Prepare and maintain issue, subject matter, witness, and deposition files. Review and analyze discovery requests and assist lawyers with discovery responses. Review documents for responsiveness, case issues, and privilege. Prepare witness files and deposition preparation files. Prepare court filings and service to counsel; experienced with e-filing. Keep accurate time records. Scheduling of depositions, arbitrations, mediations, and preparation of packages associated to submit to arbitrators/mediators. Calendar appointments for managing partner and associate attorneys relating to the litigation cases. Preparation of settlement statements, compromise/reduction letters for litigation cases that settle prior to trial and post-trial. Compiles, manages, and executes attorney billing. Reviews and edits pre-bills in response to attorney requests. Apply retainer funds as directed by attorney. Ability to execute complex bills in a timely manner (i.e., multiple discounts by matter, split-party billing, preparation of electronic bills). Ability to handle a high volume of bills per month. Ability to effectively interact and communicate with attorneys, and clients. Review and verify accuracy of billing and supporting documentation as required. Research and respond to inquiries regarding billing issues and problems. Create billing schedules and various other billing analyses as required. Creates and prints final client billing. Utilizes computerized accounting and payables software programs (CMS, Excel, Word) to perform duties and responsibilities.

NWN Carousel

Technical Registration Specialist

Records/Registration Quality Assurance Team

659 South County Trail

Exeter, RI 02822

November 2016_Present

Served as Secure Access Link product registration Subject Matter Expert for Avaya as a Premier business partner.

Remotely registered newly installed products including Secure Access Link-based product, product configuration, connectivity establishment, and alarm testing using both Linux command and web based graphical user interfaces.

Proactively work on Connectivity and Record issues for new and existing customers.

An Individual remote post-sales support of software/and or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provides support for end user installations of medium complexity, configurations, upgrades, and migrations through basic problem solving and troubleshooting. Analyzes symptoms, logs, and data required to resolve issues of medium complexity. Works with limited guidance on projects within defined criteria. Knowledge of Avaya System/Session Manager, Communication Manager (CM) Avaya Contact Center (AACC) Avaya Aura, SIP/DS3s, NetIQ, Avaya Experience Portal, Firewall and Switch technology.

CVS Health Corporation

Visual Merchandising Coordinator/Schedule Assistant/Executive Admin. Assistant

CVS Store Set-Up

475 Park East Drive

Woonsocket, RI 02895

January 2015_October 2016C

Under direct supervision, the administrative assistant is primarily responsible for assisting the Set-Up Scheduler with creating and editing projects in RESource, managing the schedules for the field crews, partnering with 3rd party vendor companies and their crews, and for providing administrative support for the Store Set-Up department. Responsible for all vendor invoicing, and complete coverage of senior managers’ vacations. Prepares, and analyzes department project budget, forecasting. Supervises field crew staff. Works directly with Retail program managers and project managers to ensure proper schedule of all retail construction projects are executed precisely and on budget.

CVS/Caremark - Woonsocket RI

IS Operations

Data Center

Information Systems Tech/Systems Tape Librarian · January 2013 to January 2015

Primarily responsible for tape storage and archiving support according to audit requirements. Also provides operational support for systems hardware, peripherals and software within data center and related facilities. Identifies, isolates, and resolves problems. Works in conjunction with the technical support staff to implement immediate resolutions to more critical problems. Work with Operations personnel to identify areas of possible automation and/or improvement to provide better customer service, enhance problem resolution techniques. Understands and manages problems utilizing defined Problem and Change Management Policies and Procedures. Provides all or many of the following services: service level support, administration and controls, procedural documentation.

CVS/Caremark – North Smithfield RI

Sr. Technical Support Agent, May 2011 – January 2013

Immediate Supervisor: Allen Horack

May 2011-January 14, 2013

Accountable for delivering outstanding customer service with a demonstrated commitment to customer satisfaction and 1st call resolution.

This position requires prompt technical responses to questions from CVS store and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for store and pharmacy systems and hardware. This position requires a thorough knowledge of all problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge databases are used for troubleshooting and all incidents are tracked in an ITIL-based system. The primary role of Tier I Technical Support is to take live trouble-shooting calls approximately 100% of the time.

• Provides superior customer service by analyzing, diagnosing, and resolving problems and request within service level agreements. The ideal candidate demonstrates a high level of internal customer focus and does all he/she can to support our CVS stores, pharmacies, and Minute Clinics.

• Documents problems and completes problem tickets using all necessary systems and support tools.

• Maintains knowledge with accurate information relating to current policies, procedures, and troubleshooting techniques.

• Required to meet performance standards and metrics including:

o Quality Customer Service Scores

o 1st Call Resolution

o Calls handled per shift

o Troubleshooting Accuracy

o Schedule Adherence/Utilization

o Other duties as assigned

CVS/Caremark – Woonsocket RI

Construction Property Administrator, May 2010 – April 2011

Team Process Member

Team Leader: Mary Gardner

May of 2010 – April 2011

Position responsible for providing Repair &

Maintenance services to Stores and RBO's with primary focus on work at a

task level. Position reports to the Process Team Leader. This production-oriented role is

responsible for creating and dispatching work orders for nationally

managed vendors, updating and following through on existing work orders,

ensuring timely completion, and dealing with a wide range of repair and

contracted service work including responding to municipal requirements,

timely resolution of violations and the review and approval of quotes up

to $2,500 for nationally managed vendors. Position includes creating and

generating certified letters to Landlords for lease obligated repair

issues, ensuring satisfactory completion of these issues and escalating

issues for Self Help to the Team Leader.

CORE SKILLS

Operating Systems: XP/ Windows 7and 8/Mac OSX/IOS/ Peregrine Service Center/ HP Service Center/ Citrix

MS Word, MS Excel, MS Access, HTML, Adobe Photoshop/Illustrator/ Type 60 WPM

HPSM Service Manager

Citrix

VPN

Rumba

MainFrame

Control T

Control M

AS400

TSM

ARIBA

MS Project Server

REsource

Avaya Phone systems, and communication managers

Salesforce

Service Now

CUSTOMER EXPERINCE

Excellent customer service skills / communication skills

Strong telephone and listening skills and Etiquette Patient and diligent

Excellent oral and written communication skills

Competent at compiling and maintaining office records

Able to schedule meetings and conference calls

Effectively write, receive, and distribute correspondence and emails

Able to make quick and effective decisions

Proven ability to work in a fast-paced environment

Hands on experience in working with a diverse group of people

Excellent research skills

Recognized for establishing and maintaining effective working relationships with peers

Ability to plan and organize work to meet deadlines

Talented in preparing payrolls and performing light bookkeeping activities to provide support to the accounting department

Ability to work effectively with others in a high volume, production-oriented environment with strict deadlines

Proven ability to work with a high degree of accuracy and attention to detail

PROFESSIONAL EXPERIENCE

Exceeded monthly goals by successfully handling more than 350 calls per week.

Created over $500,000 of cost savings directly related to vendor billing.

PROFESSIONAL EXPERIENCE

COMPUTER EXPERIENCE

Proficient in AVG, printers, PC security systems

HTML

QuickBooks and Quicken

MS Office XP (All Products)

Adobe Acrobat

Internet Research

Troubleshooting proficiency

Vast Technical knowledge

Lan aptitude

Proficient in AVG, printers, PC security systems

Database, MS Office Suite, Administration Software, Outlook, and Internet

Micro Soft O365 Administration

Active Directory

Windows 10 operating systems

Contact this candidate