Technincal Support Representative

Client focused Systems Advisor with exceptional technical,

customer service and training skills

SUMMARY OF QUALIFICATIONS

Strong background providing client support and software training to high level clients.

Excellent communication, organizational and interpersonal skills.

Flexible team player able to work well with staff at all levels of company.

Broad range of computer software knowledge.

Goal oriented and able to work independently.

EXPERIENCE

OrderMotion, New York, New York 3/04 – 1/08

Systems Advisor

Served as primary interface with customers by answering customer questions via phone calls, e-mail, fax, and customer secure web incident entry.

Researched customer issues exhibiting troubleshooting, time management and customer service skills.

Took on ownership of issues, seeing them through to resolution in an efficient and timely manner.

Maintained and demonstrated a high level of knowledge in all designated applications.

Provided in-house and client site training for both internal and external clients for classes ranging in size from one to twelve students.

Demonstrated the OrderMotion software product to prospective clients and provided follow up support if needed.

Supported the implementation of newly released OrderMotion features and technologies in the clients’ and vendors’ environments and provided additional support to the implementation team by providing user/functionality training during the account setup phase.

The NPD Group, Port Washington, NY 11/99 – 12/03

Account Manager

Provided software training and technical support on proprietary data analysis software to clients including The Estee Lauder Companies, Chanel, Lancôme, and Elizabeth Arden, among others.

Implemented new services at client sites by coordinating the overall process of installing and testing the service along with providing training to users.

Delivered high quality training via WebEx to international clients including Coty/Lancaster Paris.

Worked closely with directors of client companies to ensure high level of customer satisfaction.

Managed client relationship by responding to client inquires in a timely and effective manner as well as clarifying and resolving technical problems as they pertained to the software.

Provided satisfaction to clients by maintaining product knowledge and technical skills.

Recorded client calls detailing all issues. Resolved escalated issues and manage client concerns.

Demonstrated ability to work effectively under pressure and completed assignments within challenging time constraints.

Created training materials, scheduled classes and assessed trainees to measure progress.

DataLink, New York, NY 4/98 – 11/99

Technical Assistant/Trainer

Offered training and technical support on proprietary software as well as Word, Excel and PowerPoint.

Responded to client questions and concerns efficiently and accurately. Behaviors and skills included responsiveness, effective communication, knowledge and resourcefulness.

Resolved clients’ technical and installation problems.

Created training manuals and planned curricula.

Geotek Communications, New York, NY 9/97 – 4/98

Customer Account Manager

Provided pre and post customer support on Geotek products and services.

Delivered training to clients and internal personnel on Geotek products, data applications and software installation.

Assumed ownership of all clients’ issues and did whatever necessary to resolve issues to the client’s satisfaction.

Created monthly client reports for internal meetings.

Corporate Property Investors, New York, NY 7/95 – 9/97

Executive Administrative Assistant

Wrote and distributed memos on behalf of senior manager.

Provided requested information, scheduled appointments, handled travel arrangements and processed departmental travel and expense reports.

Helped prepare management reports and PowerPoint presentations.

Bivona & Cohen, New York, NY 6/94 – 7/95

Legal Secretary

Prepared and organized legal documents including affidavits, briefs and correspondence.

Provided general administrative support to attorneys.

EDUCATION

Bachelor of Arts, City College of New York, New York, NY, 1994

COMPUTER SKILLS

MS Word, MS Excel, MS PowerPoint, MS Outlook, Acrobat, Sales Force, Remedy, WebEx, Element K, PeopleSoft 8 (Requisition Module) and OrderMotion (Proprietary Software)

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