Customer Service Team Member

LAURIE MICHELE PEARL

Port St Lucie, FL ***** 631-***-**** ************@*****.***

Results-driven professional with extensive experience in administration, operations, supervision, training, networking, marketing, sales, and security. Self-motivated team member who effectively performs assignments in a collaborative work environment. Exceptional interpersonal, analytical, organizational, oral and written communication skills.

AREAS OF EXPERTISE

CUSTOMER SERVICE DRIVES EXECUTION DELIVERS QUALITY MULTI-TASKER ORGANIZATIONAL STRENGTH PROJECT PLANNING PROBLEM-SOLVING STRATEGIC THINKER PROACTIVE PLANNER ROOT CAUSE ANALYSIS

PROFESSIONAL EXPERIENCE

Coldwell Banker Realty Port St Lucie, FL

Florida Real Estate Sales Associate 12/2023 – Present

Advise clients on market conditions, prices, mortgages, legal requirements, and related matters.

Promote sales of properties through advertisements, open houses, and participation in multiple listing services.

Develop content for sales presentations and other materials.

Prepare documents such as representation contracts, purchase agreements, closing statements, deeds, and leases.

Dell Technologies (Remote)

Workflow Manager/Technical Engineer 03/2014 – 02/2023

•Demonstrated research, problem solving and critical thinking.

•Excellent attention to detail.

•Documented Standard Operating Procedures and Root Cause Analysis.

•Provided 24/7 support for all applications supported including Dell’s SourceOne archiving software solution.

•Ensured Service Level Agreements were met.

•Triaged Salesforce tickets to engineers utilizing ServiceNow.

•Worked cohesively with team members to ensure adequate response to customer requests.

•Communicated with customers to ensure all data was secure in the archives.

•Cross-trained colleagues on various support processes.

•Adhered to change control, incident, and problem management processes using ServiceNow.

•Conduct Zoom meetings, communicate with team members via Teams and Chat.

•Trained new hires on Converge Infrastructure policies and procedures maintained in Confluence.

•Continued training with MyLearning.

CDI Corporation (Remote)

Email Archive Administrator 02/2008 – 03/2014

•Provided 24/7 support for all applications supported.

•Ability to work both independently and be a part of a cohesive team.

•Proficient in Microsoft Office applications.

•Supported the Litigation team while conforming to legal policies and procedures.

•Ensured Service Level Agreements were met.

•Technically familiar with Microsoft applications including Exchange, Outlook and Lotus Notes email.

•Maintained SharePoint procedures and documentation for the Email Archive team.

Brookhaven National Laboratory Upton, NY

System Administrator for Enterprise Applications 02/1994 – 10/2007

•Conducted administration in a 3,000+ Microsoft Exchange 2003 diversified technological environment.

•Train employees Microsoft Outlook.

•Created and designed an in-house IT helpdesk to meet the Laboratory’s Customer Service Level of Agreements

EDUCATION

Bachelor of Science (BS), Professional and Liberal Studies

Dowling College, Oakdale, NY

Associate of Applied Science (AAS), Business Office Management

Suffolk Community College, Selden, NY

REFERENCES

Beth Gilman ******@***.*** 631-***-****

Jo Ann Reed ****@***.*** 631-***-****

Nancy Concadoro **************@*****.*** 315-***-****

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