Overview
Work History
Education
Work Availability
Summary
Skills
Accomplishments
Languages
Interests
Work Preference
Websites
Timeline
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Andrea Salvatore

Wareham,MA

Overview

19
19
years of professional experience
4
4
years of post-secondary education

Work History

IT Customer Support Specialist

EMR CPR
01.2023 - 01.2024
  • Collaborated from within IT to Marketing, HR, and Sales teams to ensure we handled customer complaints and issues with white glove treatment
  • Tracked and reported measures of success to CEO
  • Configured devices for new customers and supported issues with existing customers
  • Collaborated new strategies internally so the Marketing team could be exposed to new business successfully/efficiently
  • Worked on customer tickets/complaints to ensure continued growth for the company
  • Created standards for protecting clients privacy on applications
  • Ensured policy was in place for new hires and terminations
  • Deployed smartphones to all those who were approved by management

Global Desktop Support Engineer

2K with 31 Union
10.2023 - 12.2022
  • Rolling out all new hire deployments which included setting up their AD, all accounts for conferencing(Zoom) as well as the manual side (ordering hardware and physically setting up their desks.
  • Rolling out all offboarding for terminations which includes deactivating accounts and removing hardware
  • White glove support for users to support all desktop issues, room connection issues, conference room set ups/issues etc
  • Supported office moves when teams would be relocated
  • Supported mobile device management for their applications, email etc
  • Supported O365 for all users
  • Worked a lot with AD management to ensure users and teams had the appropriate access and security

Desktop Support Engineer for 6 Buildings

San Bruno Park Elementary School District
02.2022 - 03.2022
  • Contracted to do a consulting job to help the district configure Thinkpads and iPads for the Elementary School children in the classrooms connect to the applications
  • Project was to migrate the teachers old PCs to new DELL laptops and upgrade them from Windows7 to Windows 11
  • Added new students/teachers to Active Directory and applied appropriate labels to the accounts
  • Supported the 6 buildings to break/fix any issues the teachers had in the classroom laptops
  • Supported all the projector issues in each room
  • Set up Video Conference Meetings for the Board Meetings
  • Onboarding for new hires and Offboarding for terminations (ensuring AD configuration is changed appropriately)
  • Mobile Device support for email and WiFi iOS and Android
  • Meraki support to configure users credentials and enable for appropriate group access to AD

Unified Communications Engineer II

Synopsys
03.2009 - 03.2019
  • Company Overview: Mountain View, CA
  • Manage and maintain internal networking system, MobileIron, performing configurations and modifications as well as administering audio/visual requirements, such as webcast recordings and global conferences
  • Address escalated issues as tier 2 support, resolving outages, infrastructure disruptions, leaks, and/or bugs with Cisco Unity and Communications Manager
  • CUCM v11.4
  • Administer and monitor MeetingPlace application with WebEx deployed in-house as well as Fixed MobileConvergence (ShoreTel Roam Anywhere/Cisco Jabber) WebEx v32
  • Deployed Fixed Mobile Convergence solution using ShoreTel to almost 700 employees, which yielded cost savings in annual cell expenses with an increase in functionality, such as short dial and employee lookup
  • Facilitated rollout of Cisco Jabber POC to over 100 users prior to global rollout to 8,000+ employees worldwide in 2013
  • Implemented MobileIron Mobile Device Management (MDM) that securely allowed employees to access company mail and in-house applications
  • Facilitated the transition of all North American employees from Blackberry devices to Android and iOS devices leveraging MobileIron as well as home wireless VPN hardware solution: Aruba RAP
  • Implemented the process for all employees globally to register devices under COPE (Corporate Owned Personally Enabled), which granted access to corporate resources, mail, and VPN on demand using certificate-based authentication
  • Facilitated the migration from Cisco WebEx to Zoom to all sites Globally
  • Upgraded conference rooms A/V systems from WebEx to Zoom for wireless access
  • Mountain View, CA

Senior Business Analyst

Blue Cross Blue Shield of Massachusetts
07.2005 - 01.2009
  • Company Overview: Rockland, MA
  • Functioned as primary contact for in-network physicians and billing departments with inquiries about the benefits and eligibility information of their patients
  • Focused on assigned institutional claims for facilities, processed and resolved claims, and verified eligibility of benefits
  • Coordinated scheduling/meeting efforts between physicians and pharmaceutical sales representatives
  • Promoted to the Blue Card team responsible for managing all lines of business at a national level
  • Rockland, MA

Education

Bachelor of Arts - Communications/Sociology

University of New Hampshire
NH
05.2001 - 05.2005

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Skills

  • Customer service excellence
  • Analytical thinking
  • Payment processing
  • SLA compliance
  • Help desk support
  • Salesforce
  • Decision-making
  • Call center experience
  • Time management
  • Email management
  • Customer relationship management (CRM)
  • CRM software
  • Complaint handling
  • Conflict resolution
  • Sales support
  • Team collaboration
  • Verbal and written communication
  • Product knowledge
  • Issue troubleshooting
  • Technical troubleshooting
  • Email communication
  • Customer response
  • Ticket management
  • Appointment scheduling
  • [Product or service] support
  • Quality assurance
  • Problem-solving
  • Data entry
  • Service ticket management
  • Referral coordination
  • Active listening
  • Workflow management
  • Stress management
  • Multitasking and organization
  • Live chat support
  • Adaptability and flexibility

Accomplishments

  • Achieved meeting SLA by keeping strong communications with the teams with accuracy and efficiency.
  • Documented and resolved help desk employees with "How-To" documents which led to more productive and efficient workflow.
  • Created Proof-of-Concept (POC) test groups used in software or process automation to evaluate new tools or methods.
  • Used Microsoft Excel to develop inventory tracking spreadsheets and for project management.
  • Collaborated with apps team, security team, helpdesk, network and UC group in the development of creating security and data loss prevention for employees to keep data safe.

Languages

English
Native language

Interests

Hiking

Beaches

Painting

Hanging out with friends and family

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingWork-life balanceCompany Culture

Timeline

Global Desktop Support Engineer

2K with 31 Union
10.2023 - 12.2022

IT Customer Support Specialist

EMR CPR
01.2023 - 01.2024

Desktop Support Engineer for 6 Buildings

San Bruno Park Elementary School District
02.2022 - 03.2022

Unified Communications Engineer II

Synopsys
03.2009 - 03.2019

Senior Business Analyst

Blue Cross Blue Shield of Massachusetts
07.2005 - 01.2009

Bachelor of Arts - Communications/Sociology

University of New Hampshire
05.2001 - 05.2005

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