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Customer Support Agent Resume

Dover, NH


Experienced in IT, serving financial, healthcare and defense industries. Strong abilities to work well in teams, develop innovative solutions, and drive toward team success and project goal ; able to provide quality, individualized customer service resulting in high levels of customer satisfaction


  • NT/Netware
  • A+ Certified/HP Certified
  • MS Office Suite 97 - 2010
  • Lotus Notes Suite
  • IT Security Administration
  • TCP/IP
  • AD Active Directory
  • Crystal Reports/SQL
  • PeopleSoft
  • Twitter/LinkedIn/Social Media e-Commerce technical support
  • Kronos
  • Lawson Software
  • QA Testing
  • EDI


Windows 3.1/95/98/NT/2000/XP/Vista/7, UNIX, Novell Netware v 3.11-5.1, ProComm Plus, Network Security, Vantive, Remedy, Peregrine Oracle, Crystal Reports and Business Objects reporting tools, Wireless services, Tier 2/3 Level Support, Pursuing Windows 7, PMP and CISSP


Confidential, Dover, NH

Customer Support Agent


  • Analyze, troubleshoot and resolve technical-related problems.
  • Interact with customers and co-workers to diagnose and resolve problems, 92% FCR
  • Assisted with Windows 7 rollout, connectivity, functionality and data recovery
  • Support feature, functionality and usage of specific applications, following established policies and procedures
  • Provided support for enterprise IT solutions, including: desktop support services, voice/video/data integration, internetworking, helpdesk, and security solutions, in a fast paced deadline oriented work environment
  • Diagnosed and resolved customer service level three issues
  • Imaged and configured over 150 desktop/laptops
  • Analyzed web site usage and implemented successful social media marketing (twitter-based) to increase web presence and brand awareness
  • Collaborated with a virtual team to increase daily traffic to site by 20%.
  • Collaborated and coordinated with multi-functional teams to perform and monitor OS upgrades from Windows 2000 to Windows 7

Confidential, Lowell, MA

Assistant Treasurer Service Desk Lead


  • Performed critical production support for Confidential; analyzed technical issues with sensitive client financial data transactions via phone interviews and database research
  • Analyzed and monitored EDI and transmission transactions; reviewed and resolved errors
  • Created daily reports for business processing; resulted in efficiency in technical issue resolution
  • Developed and implemented effective procedural solutions, reflecting and addressing deep understanding of client needs
  • Coached, developed and mentored team members

Assistant Treasurer and Technical Officer



  • Provided E-Commerce and proprietary internal web product support to bank clients
  • Collaborated with vendors, business clients, management, and application support teams in resolving internal and external technical incidents
  • Assessed and analyzed unresolved escalated client issues; resulted in less downtime for customers and higher customer satisfaction

Confidential, Boston, MA

Project Lead Technical Support


  • Led 5-person team providing technical support for 1000 employees insuring continuous office operations: resolved all escalated technical and customer service issues
  • Managed department moves: planned and coordinated logistics with multiple departments, developed schedule, and forecast technology equipment needs; resulted on-time, on-budget moves with minimal disruptions
  • Monitored projects anticipating and resolving issues efficiently and effectively
  • Trained field technicians on proprietary software and customer service

Confidential, Boston, MA

Business Analyst


  • Analyzed, assessed and resolved client issues on desktop computers, phone systems, proprietary healthcare applications, mainframe and security systems; resulted in extremely high client satisfaction
  • Developed and implemented call center solution; resulted in improving phone coverage by 20% and improved customer service
  • Efficiently managed and resolved 60 client issues per day; resulted in becoming ranked the second highest Business Analyst
  • Trained all new hires

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