Support Plan Manager
Resume:
Jody Maruca
Norwood, MA *****
***@*******.***
A congenial, motivated self-starter with a ‘can-do’ attitude and professional energy who thrives working in a positively charged atmosphere. Enjoys working cross functionally with varied teams both internally and externally, as well as with customers and partners. Relationship builder with solid understanding of how to foster successful community alliances and collaboration. Also enjoys project research and information compilation featuring strong administrative support.
• Contract & Process Review with Customer
• Generate Proprietary Licensing
• Order Acknowledgement
• Train Team on new processes
• Process Improvement
• Second Line Support for complex contract issues
FAST, A Microsoft Subsidiary, Needham, MA May 2000 – October 2010
Support Service Plan Manager April 2008 – October 2010
Responsible for working cross functionally with many departments such as Legal, Technical Support and Sales in the facilitation of order compliance.
• Tracked order process through to completion from recognition, license generation and software delivery, including future upsell and/or termination.
• Worked with Sales Management, Business Desk, and Legal on contract interpretation and facilitations of customer requests out of scope.
• Assisted with Tech Support integration with Microsoft Standard and worked to diffuse high frustration level in customers during process changes.
• Compiled customer information applied to newly integrated processes and helped to further define generic instructions sent to internals as well as customers to ensure process comprehension.
• Managed software distribution and continued access within MS Connect database according to customer/partner contracts. Removed access as necessary.
• Trained new Tier One team over a period of two months and held follow-up/review meetings twice weekly.
• Disseminated process changes to new team members as changes developed.
• Responded to higher level, more complex customer issues unresolved by Team One.
• Directed company internals to specific teams or best practices as necessary.
Other relevant positions at FAST Search & Transfer prior to purchase by Microsoft:
Senior Customer Relations Representative January 2006 – April 2008
• Solely responsible for management of departmental processes and flow, while manager was on extended leave and again when reduction in force left me as the solo customer support person for next five months. Managed perceived seamless transition, so that customers were unaware of high impact changes.
• Trained new manager on processes with the department and related customer history.
• Became Senior team lead as new members were added outside US to follow the sun. Assisted with training.
• Learned company specific license generation tool to take on license generation.
Customer Relations Representative June 2003 – August 2007
• Part of two person customer support team being created internally. Helped create and generate new processes.
• Worked with Legal team to scan contracts, at my suggestion, so that there was network backup to what had previously been hardcopy contracts on site only.
• Managed evaluation license tracking for perspective customers as well as partners and resellers.
Operations Support – Direct Support to AlltheWeb.com Team May 2000 – June 2003
• Supported dynamic search engine focused on scientific clientele.
• Responsible for blacklisting rogue sites, spammers and malicious content in order to increase relative search health
• Produced and distributed communication to customers regarding Data Center maintenance, both scheduled and emergency.
• Provided communication to non-customers affected by FAST crawlers in search and coordinated with crawler team.
PREVIOUS EXPERIENCE
Marcam Corporation, Needham, MA
Helpdesk Coordinator
Worked with a team of seven helpdesk engineers to reduce and maintain manageable number of IS tickets opened by internal and external company users. Communicated with all levels of personnel. Familiarized all levels of personnel with new versions of software packages in use and new email database. Company was sold and disbanded.
Haemonetics Corporation, Braintree, MA
PC/LAN Technician
• Quickly learned deskside support on the job and grew into database administration and troubleshooting networking issues.
• Trained users on new versions of software and MS Mail as required, both internally and remote.
• Responsible for MS Mail and Novell administration of new and terminated employees.
Senior Administrative Support – Sales Department
• Worked for Sale Management, Account Executives as well as Marketing Product Managers in Fortune 500 healthcare manufacturing company. Assisted with all levels of communication and support including product sales quotations, onboarding/termination processes, processed expense reports, planning Sales Events with Medical VIPs from nationwide lighthouse medical centers and hospitals.
• Fielded phone calls and emails from high level medical personnel worldwide.
• Involved in multiple Marketing projects including photo shoots and voiceover work on training tapes for internal employees. Also involved in the production of training videos for customers.
EDUCATION and other Experience
• Attended Bridgewater Univ., Curry College and Dean College - Communications major
• Reader at The Talking Information Center (TIC) from 1985 to current, presening Boston Magazine• Channel 2 Auction – Table Captain - On camera presentations and sell offs. Also worked with high profile guests.
• Weekend radio personality at WCAV, Brockton - Small Market Radio Station
• Massachusetts Licensed Auctioneer
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