Support Customer
Resume:
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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