Customer Service/ Technical Support Analyst

PETER WAYNE NALBANDIAN

*** *** ****** • Worcester, MA 01602

508-***-**** (H) • 774-***-**** (C) • Email: ******@*****.***

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CUSTOMER SERVICE / TECHNICAL SUPPORT

The most important activity in any industry is the establishment, maintenance and

retention of customers.

More than 20 years of experience in the computer industry supporting a wide variety of customer needs and expectations.

Proven ability to communicate with customers; answer questions and/or suggest technical solutions.

Known for ability to listen to stressed and dissatisfied customers and turn them into happy customers by either resolving their problems with personal expertise or by assigning the problem to a team.

Represented companies at Trade Shows; explained and demonstrated products, discussed needs for enhancement with

current clients and prospective customers. Designed and delivered training presentations.

Capable of managing competing demands and changing methods to best fit situations.

Learns technical information quickly.

Licensed Insurance Producer, Commonwealth of Massachusetts

PROFESSIONAL EXPERIENCE

TECHNICAL SUPPORT ANALYST

CAREER DEVELOPMENT SERVICES, Worcester, MA 2010-Present

• Provide internal desktop support for Windows 7 and XP.

• Support and maintain website.

• Meet with customers and prepare business documents.

TECHNICAL ANALYST (Contractor, employed by Veritude) 2008-2010

BOSTON SCIENTIFIC CORPORATION, Natick, MA

• Supported manufacturing software systems in U.S. and Europe that kept production lines in

operation; communicated with production teams by email and telephone to clarify issues getting production quickly back on line

• Maintained spreadsheets to track error patterns and optimize system performance.

• Prepared monthly review of application performance, tracking planned and unplanned downtime.

SENIOR TECHNICAL SUPPORT ANALYST/TEAM LEADER 1996-2008

INFOR GLOBAL SUPPORT, Framingham, MA

(formerly Geac, Dun and Bradstreet Software, McCormick and Dodge)

• Supported a global customer base that encompassed a wide range of industries.

• Analyzed business operations and discussed needs with end-users; organized system components into logical solutions that met end-users' needs.

• Led a team of technical support analysts; monitored and optimized performance for benefit of customer.

• Worked closely with customers to ensure that their software was Year 2000 compliant. Reviewed and revised software documentation to comply with other regulatory changes.

PETER WAYNE NALBANDIAN

508-***-**** (H) • 774-***-**** (C) • Email: ******@*****.***

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• Prepared and presented training courses.

* Analyzed and optimized testing procedures, saving over $100,000.

* Designed and implemented online tools to shorten incident turnaround time, saving over $75,000.

PRIOR EXPERIENCE

• Insurance experience with AIG and Loyal Protective Life

• Performed programming, analysis and testing for several companies supporting telephone communication, insurance, and automotive manufacturing.

• Represented companies at trade shows.

• Collaborated with sales teams.

` • Worked closely with customers at beta-test-sites ensuring that products met customer expectations.

EDUCATION

CLARK UNIVERSITY, Worcester, MA

Master of Business Administration

UNIVERSITY OF MASSACHUSETTS, Amherst, MA

Bachelor of Arts

TECHNICAL EXPERTISE

Applications: Word, PowerPoint, Outlook, Excel, ASP.NET

Languages: VISUALBASIC, SQL, JAVA, C#

Operating Systems: Windows, MVS, UNIX, z/OS, XP

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