Jacqueline Laureano
Summary
Skilled in bilingual communication and technical support, I excelled at Fresenius Medical Care with a 98% employee rating, showcasing my troubleshooting prowess and customer service excellence. My experience spans from tech support to education, underpinned by a fast-learning ability and a detail-oriented approach, making me a versatile asset to any team.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Tier-2 Tech Support Technician
Fresenius Medical Care
01.2018 - Current
- Achieved the highest possible employee rating on the annual review, with 98%.
- Identify technical issues customers are experiencing with an array of sophisticated medical equipment by providing efficient customer service.
- Leverage the Salesforce platform for accurate and methodical data entry and documentation of all customer calls.
- Acquired deep knowledge of all FMC medical devices, ensuring the delivery of the most effective solution to a customer's technical or operational issue.
- Served as a point of contact and knowledge expert for internal customer service representatives.
- Serve as a mentor to other staff members.
- Used remote login tools to assist clients with technical and product questions.
- Maintained positive working relationship with fellow staff and management.
- Identified areas where service could be improved based on feedback from customers.
G4S Secure Integration
Burlington, MA
01.2016 - 01.2018
- Using service desk software to record, track, and document the service desk process.
- Apply diagnostic utilities to aid in troubleshooting.
- Escalate problems when required, to the IT Manager.
- Log all work performed in the help desk system.
- Create tickets in the help desk system for all incoming support.
- Perform post-resolution follow-ups with end users and team members.
- Perform hands-on fixing remotely, including installing and upgrading software.
- Test fixes to ensure the problem has been adequately resolved.
Infant/Toddler Certified Teacher
Little Sprouts
Lawrence, MA
01.2015 - 01.2016
- Inspire, guide, and support children ages 15 months through 2 years, and 8 months.
- Plan daily lessons consistent with the Budding Scholars approach to learning, to develop children across four key domains: Citizen, Scholar, Mind, and Body.
- Promote empathy in children through warm hugs, smiles, nurturing language, and positive guidance.
- Read frequently to children to help toddlers explore new concepts and language.
- Design and implement sensory activities to examine various dimensions of sight, touch, smell, and sound.
- Create meaningful connections with children to enhance the foundation for social-emotional skills.
- Administer and evaluate several tools and assessments to help individualize the curriculum for each child.
- Ensured compliance with Department of Early Education and Care (EEC) regulations to maintain operational standards.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Maintained accurate records of attendance and grades for each student enrolled in classes taught.
Nurse Assistant
Lawrence General Hospital
Lawrence, MA
01.2001 - 01.2012
Unit Secretary
Lawrence General Hospital
Lawrence, MA
01.2001 - 01.2012
Education
Code Academy -
02.2025
Nursing -
Northern Essex Community College
01.2018
Skills
- Bilingual English and Spanish reading and writing
- Microsoft Office
- Fast Learner
- Detail Oriented
- Customer Service
- Troubleshooting skills
- Remote support
- Ticket management
- Technical support background
Certification
- Medical Transcriber
- CPR certified
- AED certified
Timeline
Tier-2 Tech Support Technician
Fresenius Medical Care
01.2018 - Current
G4S Secure Integration
01.2016 - 01.2018
Infant/Toddler Certified Teacher
Little Sprouts
01.2015 - 01.2016
Nurse Assistant
Lawrence General Hospital
01.2001 - 01.2012
Unit Secretary
Lawrence General Hospital
01.2001 - 01.2012
Code Academy -
Nursing -
Northern Essex Community College
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