Colleen McAuley
Hampton,NH
Summary
Dynamic professional seeking a full-time role that presents engaging challenges while utilizing exceptional interpersonal skills, effective time management, and problem-solving capabilities in a customer-focused environment. Recognized for strong analytical and communication abilities, along with a proven track record of thriving in collaborative team settings and adapting swiftly to new situations. Detail-oriented with a history of efficiently managing multiple tasks in fast-paced environments. Eager to embrace new challenges and contribute to organizational success with unwavering dedication, enthusiasm, and a positive attitude.
Overview
35
35
years of professional experience
Work History
Administrative Coordinator
Gridley Tree & Landscape
Hampton, NH
07.2021 - Current
- Coordinated scheduling and logistics for client projects to ensure timely completion.
- Oversaw inventory and equipment management, ensuring adequate supplies and tools for day-to-day operations.
- Answered phone calls and emails in responds to inquiries from customers and vendors.
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Improved customer satisfaction through prompt and professional handling of inquiries and concerns.
- Created and managed estimates and invoices for clients.
Senior Regional Support Technician
Fidelity Investments
Merrimack, NH
12.1999 - 06.2021
- Supported the Merrimack Campus of over 5600 End Users with hardware, software, network, printer, desk side phone and mobile phone issues to %100 repair satisfaction
- Provided Tier 3 IT support to technical and non-technical internal users through desk side support services and remote connection services to repair issues
- Performed QA testing and disaster recovery exercises
- Provided hands on interactions via Fidelity’s walk-up service called “The Guru Bar” to repair laptop and phone issues
- Created, modified, maintained and coordinated the schedule for “The Guru Bar” to ensure proper coverage
- Analyzed issues to identify troubleshooting methods needed for quick remediation and monitored problem trends
- Always met or exceeded the SLA for ticket closures
- When performing remote actions, maintained top 5 status
- Installed and removed computer hardware, LAN connections, monitors, UPS, and phones
- Installed, configured and troubleshot applications
- Followed required protocols for application licensing and maintenance for billing tracking and record keeping
- Explained technical information in clear terms to promote better understanding for non-technical users
- Followed up with clients to verify optimal customer satisfaction to ensure problem resolution
- Supported system upgrades and business unit moves
- Assisted the Logistics team in imaging and preparing new/replacement systems
- Provided meeting support for presentations in conference rooms and the Assembly room
- Supported video conferencing equipment
- Volunteered to travel and support sales rep system upgrade
ACH Specialist
Fidelity Investments
Boston, MA
12.1995 - 12.1999
- Researched and resolved deposit/debit issues
- Identified repeat issues and provided resolutions
- Facilitated testing on multiple applications
- Conducted analysis on several processes
- Documented policies and procedures
Customer Service Specialist
Fidelity Investments
Boston, MA
09.1993 - 12.1995
- Provided customer support to external clients
- Established procedures to streamline workflow
- Researched and corrected customer issues
- Set up transfers of bank wire and EFT transactions
Supervisor of Account Representatives
Copy Cop
Boston, MA
09.1991 - 09.1993
- Supervised the customer support team
- Coordinated team schedules
- Operated and repaired copy machines
- Provided customer service for retail transactions
Education
Bachelor of Arts - English
University of Massachusetts
Boston, MAComputer Systems Specialist Program - undefined
Northeastern University
Boston, MAWalt Disney World College Program - undefined
Orlando, FLSkills
- Customer Service Excellence
- Microsoft Software Support
- Troubleshooting Skills
- Collaborative Team Player
- Service Schedule Coordination
- Operations Support
- Fast Paced Multi-Task Efficiency
- Attention to Detail
- Telephone Etiquette
- File Organization
- Results Driven
Timeline
Administrative Coordinator
Gridley Tree & Landscape
07.2021 - Current
Senior Regional Support Technician
Fidelity Investments
12.1999 - 06.2021
ACH Specialist
Fidelity Investments
12.1995 - 12.1999
Customer Service Specialist
Fidelity Investments
09.1993 - 12.1995
Supervisor of Account Representatives
Copy Cop
09.1991 - 09.1993
Computer Systems Specialist Program - undefined
Northeastern University
Walt Disney World College Program - undefined
Bachelor of Arts - English
University of Massachusetts