Qualifications Summary

Energetic, innovative, and technically sophisticated professional, offering outstanding skills in customer facing technical support. Constantly meeting and exceeding expectation and capturing potential opportunities crucial in augmenting competitiveness, increasing revenues, and overcoming market challenges.

Core Competencies

Business Process Optimization

Organizational Growth Sales and Marketing

Customer Needs Analysis

Troubleshooting and Maintenance

Team Building/Leadership

Technical Skills

Software: CGS, Gateway, MS Word, MS Project, PowerPoint, Visio, SharePoint, Websphere, Excel

Database: DB2, SQL Server

Project Manager Tools: MS Project, MS Word, MS Excel, Powerpoint

Summary of Experience

Resolved customer facing issues and concerns for Financial and Tech Organizations

Accurately applied business rules with all customer contacts

Demonstrated a high degree of communications skills with emphasis on empathy for customer

Consistantly delivered effective and efficient problem solving from remote location or onsite

Contribute positive support in team setting to ensure changes and transitions advance smoothly

Meet or exceed all performance metrics

Provide high level of technical analysis and problem solving

Provided positive experience customers at all times

Professional History

Information Specialist DCU Marlborough, MA

April 20, 2014 – September 15, 2016

Customer Support Rep

Provided call center support for multiple products

Exceeded customer availability level of 95%

Completed 6 week customer support training

Consistantly exceeded all cross selling goals

Awarded yearly bonus two consecutive years

Courier/DRIVER Ricoh USA Lexington, MA

October 17, 2016 – April 1 2018

Provided support for incoming shipments for Shire Pharmaceutical

Insured packages are sorted for correct clients and delivered

Interact with Shire personal to support outbound shipments

Resolve Customer issues promptly with understanding and empathy

Customer Support Specialist Spectrum Communications Worcester, MA

April 20, 2018 – Current

Provided call center support for multiple products

Exceeded customer availability level of 95%

Completed 5 week customer support training

Closely following all applicable business rules

Using empathy and communication skills developed very positive customer experience

Education and Awards

Bachelor of Science in Computer Science

September 1981 - June 1984

Wentworth Institute of Technology Boston, MA

Career Step Online Training Medical Coding and Billing

Baseline Support Team awarded President's Achievement Award at Hanover Insurance (2008)

Professional Development

Management Of Remote projects & resources Keane (2005)

Project Management and Productivity Training Keane Inc. (2003)

Previous Professional History

Senior Principal Consultant AmeriHealth Administrators NTTData Inc., Boston, MA

September 2000 – January 2001

Technical Consultant

Participated in scrum meetings

Fined turned user requirements

Developed technical specs from user requirements

Programmed user facing documents

Interfaced with quality assurance team

Senior Principal Consultant Hanover Insurance NTTData Inc., Boston, MA

february 2013 - August 2000

Project Manager of Production Support Team

Delivery of 99.8% system availability

Streamlining of Technical Support Prioritization process

Achieved efficiencies utilizing local and offshore staffing models

Established basic system monitoring requirements

Introduced Cmm methodology to client’s IT staff

Displayed expertise using ITIL framework for incident resolution

Assumed primary responsibility for performance, stability and tuning for DB2 & Oracle

Senior Software Support Specialist GEAC Enterprise Solutions, Westborough, MA

July 1992 – August 2000

Team Leader Level II Customer Support

Provided conflict resolution

Initiate contact with client management

Resolve difficult technical incidents

Assisted in testing of new releases

Senior Programmer Analyst BJ’s Wholesale Clubs, Natick, MA

February 1991 – July 1992

Senior Programmer

Design code and test to client specifications

Programmer Analyst New England Business Service, Inc., Groton, MA

January 1990 – February 1991

Senior Programmer

Design code and test to client specifications

Cobol and DB2

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