Customer Service Technical Support

Francine L. Wilson

Technical Support/Administrator

** ***** ** ************ ******* in supporting proprietary software/hardware suites on the platform the end user uses. SQL – to the join level 15 years Award-winning customer service and customer retention Self-directed with a strong team-based attitude

EXPERIENCE

TruGreen Sales Rep 1/24/22 - 2/18/2022

Sales Representative – selling TruGreen products and services to callers on the phone. College Hunks Hauling Junk, Tampa, FL 3/1/21 – 12/29/2021 Customer Service/Sales Agent

● Sales and booking 'moves' for clients over the phone, using the proprietary HunkWare app.

● Greeting the customer, listening, and recording transaction details (pianos, mowers...), checking CHHJ availability and booking, reading contract, collecting payments, and end of call closure.

The Populus Group at IQVIA, Tampa, FL 2/25/2020 – 10/16/2020 Help Desk Tier 1 - Contractor

Phone support for all hardware, software, connectivity, and access issues

AD, command line utilities, remote desktop applications – LogMeIn, TeamViewer, Bomgar

Hardware – laptops, docking stations, cables, external monitors, keyboard, mouse, printers/scanners.

VPN (Cisco AnyConnect, VMWare proprietary app, FortiClient, Dell Sonic Wall)

Software on Windows 10 laptops - MS Office Suite, Office.com, Office 365, Office Plug Ins

(ThinkCell), including download and installation and troubleshooting ongoing issues. MFA – OKTA.

HireGenics at Bristol-Myers Squibb, Tampa, FL 33634 6/17/2019- 9/13/2019 Field Service Support – French/English

● Verified callers using DirtTools. Reset password, Dynamic Code accounts, and iPad passcodes after verification. Used Teams to request Salesforce password/account resets after the caller verification process. Used AirWatch to troubleshoot and reset iOS devices.

● Troubleshot hardware and applications including Apple applications to assist field workers in real-time. Troubleshot VIP Access. Troubleshot home network and printers – to the best effort level.

● Assisted field representatives in hardware refresh process – including Outlook, OneDrive, Skype and Internet browser setup.

● Documentation of all calls using ServiceNow; Vitalize. Use Cisco phone and finesse to monitor phone queue. Used MS Teams and MS Notepad and Outlook. APEX for Bloomin Brands, Tampa, FL 33607 11/16/2018 – 2/20/19 Help Desk

Supporting POS systems in 4 restaurant chains; Outback Steak House, Flemings, Carrabbas Italian Grill, Bonefish Grill.

Supported software including Outlook email. Supported all associated websites, software, and hardware including network, printers, credit card readers, and wireless AP.

Verified callers using DirtTools. Reset passwords, and troubleshot accounts on iPads and iPhones including Outlook email and AirWatch.

Used Teams for ongoing issue research

Documentation of all calls using ServiceNow.

Qurate Retail Group, St. Petersburg, FL 33729 7/17 – 8/18 WAH Service Rep

Taking calls at my home office for HSNi

Customer service, creating and troubleshooting existing orders and shipping. Highland Lakes HOA, Palm Harbor, FL 34684 1/1/17 – 5/4/17 Resident Services – Front Desk

Front desk reservations for events, boat rides, golf carts, pickle ball, and pool passes.

Data entry, reports

Resident assistance

Used this timeframe to practice using T-SQL to create my database for my personal use - artwork and writing records using free downloaded SQL Express and placing two different databases on our home network of 4 computers.

Convergys, Tampa FL 33619 4/25/16 – 11/16

Technical Support Agent for Dell Federal Accounts

Technical support, Dell PC troubleshooting, dispatching onsite techs, all documentation.

Dell connects remote support of PCs, peripherals

Supporting Dell Federal account internal IT staff Stanley Security Solutions, 30 Commerce Way, Woburn, MA 01801 – contract 9/8/14 – 5/15/15 Network Operations Center Specialist

Fine-tuning wireless EAS store security systems during the installation process

Remote troubleshooting of existing EAS systems.

End-user training

Documentation of every call

General Dynamics IT - contract 10/7/13 –

11/01/13

Help Desk

RSA token/Domain Access troubleshooting

Universal Wilde, 201 Summer Street, Holliston, MA 01824 4/25/12– 7/26/12 Application Support Specialist

Supporting end users, and account representatives in the use of Universal Wilde’s automated publishing process: order generation, item creation, printing to shipping, and all proprietary applications required to accomplish the task.

UsedT-SQL to troubleshoot 85% off tickets by creating ad hoc queries, joins, and existing database servers. Troubleshoot existing SSIS packages and store procedures.

Supported tracer stations, and end users. Worked with 3rd party application providers to resolve. in-house printing issues.

Potpourri Group, INC., Chelmsford, MA 01824 9/11 – 4/2012 Customer Service Representative

Took customer orders from catalogs using the Potpourri Group application and telephone.

Provided customer service including checking existing orders or billing discrepancies, Changing existing orders, and Customer satisfaction.

Potpourri Group Human resources rep helped to move into a new position at Universal Wilde

(their parent company).

Continental Recourses – Bedford, MA 01730 2/08 – 4/08 NOC / Managed Services Engineer

Managed end-user issues. Network monitoring and troubleshooting

Reported issues to the companies utilizing Continental Resources as a Network Administration provider via phone and e-mail.

Housewife/Home study and job search 12/1/05 – 2/07/08

Completed VB .Net classes and SQL Administration classes. I practiced at home using my Microsoft login and their help databases on both subjects. I never made it past the second interview and eventually went back to looking for technical support. KoolConnect Technologies Inc., Needham, MA 02494 5/05 – 11/05 NOC Technical Support Engineer

Provided technical support for NOC operations including on-site servers and network devices.

Provided support to hotel guests/staff in 46 + US/ International hotels; including the connection of all platforms to HSIA connection through TCP/IP protocol; worked as a liaison between guests, hotels, vendors, engineering department.

Evaluated all open tickets during the shift; completed shift reports. Use unemployed period to study for my MCSE 12/04- 4/05

● Working knowledge of Active Directory. Never used it in the workplace. BeTrusted Inc., Waltham, MA 02451 4/04 – 11/04

Technical Support Engineer

Provided technical support for the hosted application OneHealthPort

Assisted emergency room staff gain an automated certificate via the OneHealthPort portal

Played a critical role in OneHealthPort renewing its hosting contract with BeTrusted; I did this in 8 months.

TYCO Fire & Safety, Westminster, MA 01441 9/01 – 11/03 French Technical Support Engineer

Provided technical support via phone to installers and end users of the Kantech access control system

Supported all French and French-Canadian calls for Kantech enterprise, network, and standalone systems.

Translated handwritten notebooks into usable white papers for the rest of the team, non-French speakers.

Documentation using Heat and linked knowledge base Hey! Inc., North Andover, MA 01845 2000 – 2001

Level 1 Technical Support

Supported end users of the .com businesses using a Hey! Inc. button on their web pages.

Tested the Hey! web app daily using a test company; reported all findings

Worked with server farm when testing showed the application had crashed Kronos Global Support, Chelmsford, MA 01824 1997 – 2001 French Technical Support Engineer

Provided level 1 technical support via phone to installers/ end users of the Kronos application suite, ancillary applications, and all associated hardware

Supported all French and French-Canadian calls on enterprise, network, and standalone systems.

Learned basic System V UNIX but took few calls. Mostly DOS 6.2 and Windows

Documentation using Clarify and linked knowledge bases EDUCATION

New Horizons Computer Learning Center, Tampa, FL 2015 20462 Administering Microsoft SQL Server Databases 20463C Implementing a Data Warehouse with SQL Server Sullivan & Cogliano, Tyngsboro, MA 2001

CompTIA A+ OS Technologies Certification – COMP10571249 Computer Learning Center, Methuen, MA 1997

PC / Network Repair Certification - 3.9 GPA out of 4.0 Northeastern University, Boston, MA 1980-1983

3 years completed towards a B.S. degree in an unrelated field.

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