Uploaded File
add photo
54 Washington Avenue
South Waltham, MA 02453
Technical Support Engineer
29 years experience W2
Average rating
Profile views

Results driven technical support engineer skilled at gathering and analyzing information and troubleshooting. Experienced in coaching and training team members and offering exceptional customer service. Detail oriented and highly motivated team player, with the ability to work well independently and with cross-functional groups.

Technical Support Engineer
Information Technology
Jan 2004 - Jan 2020
Lexington, MA
Assisted customers with downloading software, generating license keys, installing software and installing license keys. Responsible for troubleshooting license key errors not able to connect to license server. Wrote technical content that was uploaded into knowledge base to be used for Technical support engineers and Customer information.
  • Maintained 90% customer satisfaction rating while training new members of the licensing team.
  • Authored and published technotes in a timely manner for resolving new problems and defects that was uncovered.
  • Reconciled customer licensing accounts generating increased renewals from maintenance and support contracts.
  • Created training manual for new hires resulting in a more structured and efficient training schedule.
  • Coached other team members with problem cases helping to resolve issues in a timely manner.
No skills were added
Remove Skill
Team Lead Help Desk Associate
Jan 1993 - Jan 2004
Dorchester, MA
/ FLEET / BANK OF AMERICA Team Lead Help Desk Associate Resolved issues from internal customers and trained team members on bank policies, procedures and technical system questions.
  • Collaborated with team to create call coding categories establishing departmental trends. Used this data to create updated and thorough training materials for employees.
  • Coached and trained other team members on best practices to assist clients resulting in higher quality monitoring scores.
  • Created and trained team members on new software releases and policy changes that increased customer service efficiency.
  • Installed software that provided access to new hires reducing initial start up time.
No skills were added
Remove Skill
Edit Skills
Non-cloudteam Skill
Waltham High School
University of Phoenix