Sarah's Resume 08_15
2
SARAH GORMAN OBJECTIVE I would like to continue my career in IT and utilize my strong customer service skills and experience in a fast-paced, friendly environment. EXPERIENCE 2013-Present Innovatia Fredericton, NB Backbone Engineer for Avaya- Tier 2 & 3 Technical Support • Provide technical support and troubleshooting of information technology networks and associated hardware and software. • Install, maintain and configure labs for specific products. • Maintain relationship between Business Partner and Clients. 2011-2013 Xplornet Communications Fredericton, NB Subject Matter Expert (SME)- Technical Level 2 Answer enquiries from customers about billing, service and technical issues. Assisted patrons levels 1 and 2 technical support via phone calls and email. Perform supervisory callback requests and retention tasks. 2008-2011 Clark Cadillac Chevrolet Fredericton, NB Receptionist/Service Dispatcher/Warranty Clerk Receive, direct and relay telephone and fax messages. Monitor the use of supplies and equipment. Answer phone inquiries and direct customer to correct employee/department. Receive work orders and prioritize them based on time-frame, mechanic required and jobs to be done. Create detailed receipts for customers. Track warranty claims.
-
Upload
sarah-gorman -
Category
Documents
-
view
45 -
download
5
Transcript of Sarah's Resume 08_15
S A R A H G O R M A N
OBJ ECTIVE
I would like to continue my career in IT and utilize my strong customer service skills and experience in a fast-paced, friendly environment.
EXPERIENCE
2013-Present Innovatia Fredericton, NB
Backbone Engineer for Avaya- Tier 2 & 3 Technical Support
• Provide technical support and troubleshooting of information technology networks and associated hardware and software.
• Install, maintain and configure labs for specific products.
• Maintain relationship between Business Partner and Clients.
2011-2013 Xplornet Communications Fredericton, NB
Subject Matter Expert (SME)- Technical Level 2
Answer enquiries from customers about billing, service and technical issues.
Assisted patrons levels 1 and 2 technical support via phone calls and email.
Perform supervisory callback requests and retention tasks.
2008-2011 Clark Cadillac Chevrolet Fredericton, NB
Receptionist/Service Dispatcher/Warranty Clerk
Receive, direct and relay telephone and fax messages.
Monitor the use of supplies and equipment.
Answer phone inquiries and direct customer to correct employee/department.
Receive work orders and prioritize them based on time-frame, mechanic required and jobs to be done.
Create detailed receipts for customers.
Track warranty claims.
2
EDUCATION
2005-2009 University of New Brunswick Fredericton, NB
Bachelor of Arts/Social Science
Majors in Psychology and Sociology
INTERESTS AND EXPERIENCE
I enjoy working in a team environment and with the public, but am also capable of working individually. I am a fast learner, customer focused, personable, able to multitask, pay strong attention to detail, and I am highly motivated.
15+ years of customer service experience.
5 years technical support experience.
TSIA Certified Technical Support Professional, 2015.
2+ years of Salesforce experience.
REFERENCES
• Don Gunn (Manager)
Phone: (506) 292-5262 (cell), (506) 455-5358 (home)
Email: [email protected]
• Lauren Urquhart (Manager)
Phone: (587) 896-2927 (cell)
Email: [email protected]
Tony and Valerie Stokes (Character Reference)
Phone: (506) 472-9869 (home)
