JOHN S.COTTONE

** ********* ***, ****** ** *****

Cell 978-***-****

ad3bj2@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Technical Support Professional in call center and on-site customer locations in the medical, telephony, and consumer electronics industries. Experienced with introducing products support strategies to consumers. Team player in cross-functional, managed organizations and the utilization of MBO processes. Interfaced with 3rd party vendors and manufacturing organizations.

SELECTED ACCOMPLISHMENTS

Created the product support strategy for a new Toshiba product that reduced call resolution by 75%.

Created a self-managed goal-orientated environment for three different product lines.

Resolved a major charging issue for “energy saver circuit” card and developed a work around process.

EMPLOYMENT EXPERIENCE

02/2023-

Current SALES ASSOCIATE

Lowe’s Home Improvement

6 Highland Common East Hudson, MA 01749

Successfully operated cash register and offered excellent customer service

Interacted with customer to offer great sales experience

Directed individuals on sales floor to specific product lines

06/2012-10/2021

CUSTOMER SERVICE REPRESENTATIVE

AutoZone, Hudson MA

Drive sales revenue for the company to be able to reach and exceed the annual forecast

Perform diagnostics on cars and assist customers to pick the correct product needed for their car

Complete sales on register and provide guidance to customers on how to install various products

2006-2006 CUSTOMER TECHNICAL SUPPORT SPECIALIST

One Communications, Marlboro, MA

Henry Schein Practice Solutions, Westwood, MA

Collaboration Online Ltd., Burlington, MA

Responded to customer issues and able to provide first call resolution at 75% within a 2-minute time.

Provided technical support solutions to office administration to resolve hardware and software requests.

Supported Private Label Exchange Hosting Via Microsoft Exchange Server

Hands-on experience with TCP/IP configuration of Windows 95/98 and Windows 2000 networking.

Installation of Windows Workstations and installation of network interface cards

2005-2005 CUSTOMER SALES REPRESENTATIVE

Randstad US, LP. (Seasonal employment) Stow, MA

Sold Bose Corporation advanced head phones to customers in stores and via telephone

Knowledgeable and explained technical complexity to customers on how to best use the Bose products

Experienced sales person that Bose ranked 3rd in annual seasonal sales for the year.

2005-2005 ADVANCED TECHNICAL SUPPORT- Break /Fix Support

Unisys, Burlington Ma (temporary assignment via Apex Systems Inc.)

Support installations of hardware and software on site.

Troubleshoot and resolve hardware and software related issues.

Work with Windows 98, ME, 2000, XP O/S’s

2002-2005 Customer Support/Technical support

Telvista (Formerly Comp USA)

Supported Toshiba PDA's, Camera's, Projectors, and there synchronization with laptops and desktops.

Solved problem with firewall synchronization of Toshiba PDA’s with desktop computers through the creation and resync of a pathway.

Installed and configured software for Toshiba, Compaq, Dell IBM and other compatible computers.

Partitioned hard drives and set up Windows 98/2000.

Supported windows based software issues on Windows 98, ME, Millennium, NT, 2000, XP, Vista

EDUCATION

A.A. Business Administration, Worcester Junior College Worcester, MA

CompTia Microsoft A+ Certification #Comp10381756

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