specialist with fifteen years experience in hardware, software, and
troubleshooting via telephone, email, and in person.Have developed
numerous databases to record, retrieve and report wide variety of data types.Committed to quality customer service.
Pacific Western Rail Systems, White Head, British
Columbia - Part time intermittently from 7/2007 to 9/2009
contact, training, and support - Required congenial, positive and upbeat
semi-cold calling of customers some of whom would like to hear from you
and many that did not. Also involved training customers in the use
of a state of the art ever evolving and powerful (which by extension is
quite complex), online database and point of sale system.
update and maintenance - Required highly focused attentikon to
detail. Each product has over 20 features that necessitated perfect
entry or updating. Mistakes could be costly in time, money and consequences.
CVS, West Roxbury, MA
6/2008 to Present
Cashier - Assisting
customers in their selection of product, returns, and transactions.
to irate customers and resolving the issue. Generating a positive
experience for the customer under occasionally high stress conditions of the
MA 4/2006 to 6/2008
assignments ranging from software QA, inventory control, office automation, and
extended and rehired by several clients.
DANA FARBER CANCER INSTITUTE,
Boston, MA 1998-9/2005
Division of Development and Jimmy Fund
Assisted users (up to 150) in all
aspects of their computer work
Planned proactive training and
documentation for co-workers and users
Took support calls from users,
solved computer issues either on the phone or in person, or contacted the
appropriate people who were responsible for resolution
Educated users to trouble shoot by
explaining how problem had occurred, how to get out of it, and how to avoid it
in the future
Created user accounts and
privileges using proprietary software
Maintained an understanding of
cutting edge computer technology. Completed classes in Business Objects, Pledgemaker, and
Microsoft Office Applications.
Designed an Access database to log
calls accurately for reporting and follow-up; later this was expanded for
limited project management, software and hardware control
Designed database for Development
Research to facilitate the tracking of potential donors and an additional
database to track requests for information about donors
Built user interface to facilitate
data entry and retrieved reporting
Assisted researcher in
“cleaning” several hundred documents to bring them into compliance with
Boston, MA 1997-998
Technical Support Engineer
users (up to 100) in all aspects of
their work with computers; part of a team
proactive training and documentation for co-workers and users
calls accurately for reporting and follow-up in an existing database
several proprietary programs without the aid of documentation.Generated documentation when appropriate.
and up-dated a database of all equipment related to requisitions.Assumed supervisory responsibility of Technical Support services during
interim period while manager’s position was vacant. Continued to assist the
new manager in becoming familiar with the team and its responsibilities.
assigned, at the request of the Vice President of Human Resources, to be
directly responsible for "New User Network and Computer Orientation"
Canton, MA 1994-1997
Support Representative - (Outsource phone support for Microsoft)
all versions of Word for Windows and DOS as well as Microsoft Hardware
sole coverage for the general Help Desk on Sundays
selected to support a specific brand name computer with multiple undocumented
promoted to second level support
numerous recognition blocks due to customer letters, classes completed, and
working with irate customers at request of supervisors
in the “Buddy Program” with new employees
numerous 3 page technical briefs on "How To ….
Cambridge, MA 1993-1994
notebooks, sub-notebooks, and peripherals to corporate and private clients
an extremely high level of expertise in the DOS, Windows, and Notebook
clients, co-workers, and management in person, over the phone, and via email
clients, co-workers, and management in the use of software and hardware.
THE BIT BUCKET,Newton, MA 1989-1993
and Corporate Computer Sales
Created a streamlined price quoting
Made purchase recommendations based
on specific customer needs
UNIVERSITY, Boston, MA
Major: Business Administration
Completed numerous courses toward a
Windows, Microsoft Office through version 2007 including Word, Excel, Powerpoint
and Access, Microsoft Outlook; Business Objects, PledgeMaker, and