Technical Support Customer Service

MELISSA PETERSON

Pensacola, FL 763-***-**** ************@*****.*** LinkedIn: https://www.linkedin.com/in/melissa-peterson-6a7a4522/

Technical Support Project Management Team Management

Completed the 0215 – Life, Health & Variable Contracts training and exam in August of 2024. Licensed in the state of Florida G156894.Worked with the Cornerstone Group and Equis Financial to polish my Sales skills and presentations.

Experienced and A+ Certified professional with expertise in technical support, including deployment of test readiness releases, administration of Visual Studio and Azure DevOps, and proficiency in Scrum methodologies, offering comprehensive support across wireless, network, remote and desktop environments. Provided remote troubleshooting for laptops/desktops and servers. Documented, tracked, and monitored incidents to ensure timely solution. Identified, researched, and resolved technical issues. The ability to effectively communicate with all levels of technology users and leadership.

Experience with ServiceNow and Enterprise applications. Familiarity with Incident Management and IT Service Management. Technical proficiency with Microsoft Operating Systems and Microsoft 365 Office Suite. Excellent application, troubleshooting and problem-solving skills. Ability to work independently in a fast-paced environment. Demonstrated a high level of customer relationship skills to include professional etiquette and excellent customer service skills. Referenced knowledge articles for resolution and/or escalation. Created process documentation for Patterns and Practices website.

Core Competencies: Insurance Agent 02-15, 02-16 Software Release Scrum Methodologies Test Readiness System Administration Quality & Compliance Repair & Maintenance Networking, Security Excellent Customer Service skills

PROFESSIONAL EXPERIENCE

The Cornerstone Group/Equis Financial September 2024 - Present

Set sales appointments.

Sat with the client and customized insurance plans to fit their needs and budget.

Submitted e-apps for Life Insurance policies

Completed Equis Training and helped train others

Medtronic (Cardiac Rhythm Management) Software Technician III June 2020 - July 2024

8200 Coral Sea Street NE. Mounds View, MN 55112 – Remote worker 40 hours per week

Provided project access to new and existing employees in Azure DevOps and Team Foundation Systems. Familiar with Azure Active Directory and IAM access and Virtual Private Networks (VPN).

Successfully renewed TFS certifications, provided essential systems support to Cardiac Rhythm Management employees and teams, and customized work item templates, optimizing workflow efficiency.

Contributed to the successful migration of teams and projects from TFS to Azure DevOps, offering crucial support to test teams in onboarding, access, work items, and project management, including the creation of pull requests and management of service connections and client secrets. Provided excellent customer service to other teams by finding and fixing issues with various software tools and servers. Familiar with V-Sphere.

Facilitated seamless access and permissions for teams using SonarQube and GitHub, including the addition of new GitHub repositories to team project collections. Collaborated with other teams to address and remediate log4j vulnerabilities on servers.

Optimized costs by auditing and removing redundant service connections and retiring outdated ‘Playground’ testing subscriptions, resulting in significant savings for the company. Provided problem solving for teams, permissions, VPN, access issues, servers, test agents and troubleshooting with exceptional attention to detail.

Conducted Method Validation Testing in Azure DevOps for every Major Update Version change, and collaborated with teams to address CAPA issues, determining root causes and implementing resolutions. Proficient in Microsoft Teams, Outlook, Microsoft Office, and other Microsoft products.

40-hour work week Monday – Friday.

Medtronic (Cardiac Rhythm Management) Software Technician Feb 2017 - June 2020

8200 Coral Sea Street NE. Mounds View, MN 55112 40 hours per week

Enabled seamless connectivity between medical devices and Medtronic apps, conducted Method Validation Testing on Microsoft Visual Studio and Team Foundation Systems, and streamlined deployment of Test Readiness Releases via Octopus tool, while ensuring accuracy through meticulous Release Inventory and difference Reports. Provided correspondence to communicate information between teams and the Org for Release activities as well as troubleshooting and repair activities.

Implemented device configuration updates for Cardiac Rhythm Management devices, collaborated with test teams to calibrate equipment, and rigorously tested app changes post-updates, while creating impactful documentation to identify and resolve bugs.

Established new Cloud environments for test teams, delivering comprehensive test environment and server support, encompassing tasks like patching, certification renewal, troubleshooting, drive cleanup, service restarts, and server retirement/procurement, ensuring seamless operations.

Utilized Scrum Team, Work Item, and Kanban boards for streamlined project management, alongside comprehensive knowledge of SQL Server applications and experience working within AWS Cloud environments. Utilized excellent oral communications skills to host the Scrum team meetings when our Scrum Master was out of the office.

40-hour work week Monday – Friday.

AeroTek Dec 2015 – Feb 2016

Telecommunications Test Technician 40 hours per week

Worked with Element Materials Technology to prepare coaxial cabling for vendor testing. Tested customer products to TIA/EIA Telecommunications Standards. Set up and maintained test equipment.

Performed vigorous environmental customer testing methods. Documented test results on various telecom products.

CompuCom IT Work Force Solutions Jul 2014 – Jun 2015

Project Coordinator/Cabling Lead/ Support Technician 40 hours per week

Managed Cabling Services for US Bank branch locations nationwide. Worked closely with cabling vendors to provide day to day installations and port activations as well as break fix repairs on cabling, jacks and other network equipment. Provided Tech support to both customers and Technicians on the IPT VOIP Conversion Project consisting of Voice and Data installations, upgrades, and Incident Management (Re-visit break fix) activities.

Also worked closely with CompuCom Service Request and Incident Management Teams as well as US Bank Network Engineers to ensure proper functionality of all network systems. Worked with HP Service Manager, IT Service Manager, Citrix Clarify, Microsoft Outlook, Lotus Notes, Share Point and Excel 2010 on a daily basis. Analyzed and approved vendor invoicing. Converted vendor invoicing to customer billing and procured funds for payment to vendors.

Provided IMAC/IM Tracking and monthly reports on profits, gross margin and strict adherence to Service Level Agreement guidelines, per the current PMO contracts with Cabling Vendors, CompuCom and US Bank. Enforced NEC Code requirements and ensured US Bank Tech Operating Standards were met. Created Daily Process and Work Instruction documents. Worked with LECs, Vendors/Techs and Customers to assure circuits were delivered on time and in the correct DMARC location with proper labeling.

TailWind Voice and Data, Plymouth, MN May 2013 – April 2014

Sales Quote Engineer 40 hours per week

Provided Sales Quoting services for voice and data network projects. Applied my technical knowledge to build Excel based estimates on labor time, network equipment and materials needed for various projects nationwide with some projects in Canada and Puerto Rico. Estimated sales opportunities for multi-site projects involving 400+ sites and remodel/relocation projects in excess of $500,000. Initiated or joined customer calls for specifics on project requirements.

Attained materials pricing through various vendors. Worked with Tech Shops to schedule site surveys, build the proper scope of work and provide technical, network voice/ data, fiber optic, multimedia, speaker, electrical, and conduit installation services. Worked with Vendors/Techs and Customers to assure circuits were delivered on time and in the correct DMARC location with proper labeling for DMARC extensions to the Customer suite. Created Sales proposals for the Sales Team to present to customers.

Electric Resource Contractors, Minneapolis, MN Jun 2011 – Sep 2012

Journeyman Technician 40+ hours per week

Installation and maintenance of voice and data network systems in commercial buildings, including wireless access points for WiFi and cameras. Installed and tested Cat 5e, Cat 6e, Coaxial and fiber optic cable to MDF/IDF. Provided instruction, training and support to Installers/Technicians. Performed troubleshooting and repair. Provided on call or in- house support during cut-over/move-in dates.

Performed job Foreman duties: Organized and supervised Installers/Technicians. Meeting scheduled deadlines. Attended weekly construction meetings. Inter-faced with customer contacts, IT personnel, Facilities Coordinator, telephone contractors and General Foremen. Assigned job duties and reported daily progress. Demonstrated leadership and decision-making skills.

Provided take-off counts for new contract bids. CAD work for creating and maintaining As-Built Drawings. Excellent work and attendance record. Met Minnesota State requirements for Power Limited Technician Alarm and Communications licensing from 2003 to 2012. Member of the IBEW Local 292 from February 2000 to September 2012.

Xerox, Bloomington, MN Feb 2011 – Jun 2011

Xerox Copier/Printer Field Technician 40 hours per week

Performed repair and maintenance of customer copiers/printers in the Twin Cities Metro area (Minneapolis and St. Paul MN). Performed troubleshooting, upgrades, retrofits and installations of new parts. Received training at the Xerox training facility in Bloomington MN.

Parallel Technologies, Inc. Eden Prairie, MN Feb 2000 – Jul 2003, Nov 2003 – Jun 2009

Journeyman Technician 40+ hours per week

Telecom Service Technician in-house for a large Fortune 500 healthcare company from 2004 – 2009. Performed desktop technical support, troubleshooting and break fix services. Provided connectivity for data applications to the desktop via data port activations at the switch. Provided dial tone to digital and analog devices via cross connects in the MDF/IDF rooms. Installation and removal of VOIP phones. Installation and maintenance of voice and data network systems in commercial buildings.

Performed desktop technical support, troubleshooting and break fix services. Provided dial tone to digital and analog devices via cross connects in the MDF/IDF rooms. Performed troubleshooting and repair.

Installed, terminated, and tested copper and fiber optic cable to MDF/IDF. Tested cabling to industry specifications. Performed troubleshooting and repair. Provided in-house support during cut-over/move-in dates. Maintained workflow through HP Service Desk queue. Traced, extended, and tested T1 circuits. Created Excel spreadsheets to track and record incoming circuits at MPOP. Assisted in IPT deployments to new and existing sites.

Performed Coaxial Cable installations and testing Cisco IP phone systems, Desktop Support, Project layout and Planning, Troubleshooting/Repair, Familiarity with MS Office Suite, MS Outlook, HP Service Desk Applications, Lotus Notes, Excel Spreadsheets, Streets and Trips, NetSuite, Box Leadership abilities, training new Installers, Interpreting Prints, Documentation, Update/Maintain CAD As-Built drawings.

Job Foreman duties include training, organizing and supervising Installers/Technicians. Meeting scheduled deadlines. Attended weekly construction meetings. Interfaced with customer contacts, Business Service Liaisons, IT personnel, Facilities Coordinator, Telephone contractors and General Foremen. Assigned job duties and reported daily progress. Demonstrated leadership and decision-making skills.

EDUCATION

Associate in applied science degree in Small Business Management

Normandale Community College, Bloomington MN

Licenses:

Life and Health Insurance 215,216

Certifications

Information Technology: CompTIA A+ Certification Program

Dell Tech Certified

Lenovo Tech Certified

Training:

Excel Solutions Online

Life and Health Insurance 0215,0216

Minneapolis Joint Apprenticeship Training, Fridley MN

Low Voltage Systems Installations: Premises Cabling, Security Systems, CCTV, Fire Alarm, Nurse Call Systems, Electronics, Grounding, Testing, NEC Code, OSHA, CCNA 1 and 2, Card Access, Telephony, Infrastructure Cabling Infrastructure, Cat 5e, Cat 6, Coaxial and Fiber Optic Cable Installations and Testing.

TechSkills, Bloomington MN

Information Technology: CompTIA A+ Certification Program

Medtronic/Microsoft Training

Basic and hands-on training in Power BI, Kubernetes, SonarQube, GitHub, Azure DevOps

Technical

Windows 7, 8, 10 and LAN/WAN Environment

Certified in Dell and Lenovo Desktop, Laptop, and All in One Systems

References are available upon request

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