Detail-oriented, motivated software professional with a passion for customer satisfaction. Extensive experience in customer service with over eight years in both customer education and support enablement. Outstanding ability to effectively communicate across all levels. Flexibility to manage multiple projects while meeting tight deadlines.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	7/1996 - Present
FTP Software	(Confidential)	11/1993 - 6/1996

SCHOOL	MAJOR	YEAR	DEGREE
UMass - Lowell	Business Administration	1995	Master Degree
College of the Holy Cross	Physics	1986	Bachelor Degree

Highlights:

Companies I like:

Kronos, Google, Stonyfield Farms, Wyeth, Philips, Comcast Corp., Digitas, , Genzyme Corp., American Student Assistance, KPMG, Sapphire Technologies

Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Software Implementation
Requirements Analysis & Specification
Leadership
Project Management
Time Management / Organization
Planning

• Support
• Planning
• Project Management
• Negotiation
• Organization
• Data Analysis

Represent and drive the enablement, technical and business needs for the Support organization by using the relevant program management tools to assure Worldwide Support Service readiness for new and existing products. Ÿ Work closely with development teams to enable support organization prior to product ship. Ÿ Measure plan compliance through product development phases in order to minimize issues coming into Support post product availability. Ÿ Communicate the Support Plan to Worldwide Support Management and Product Group Management for feedback and acceptance. Ÿ Provide ongoing support by Monitoring and reviewing support trends. Seek and recommend opportunities for improvement in technical knowledge and enablement. Communicate and provide feedback to development teams on support of assigned products.