Summary
Overview
Work History
Education
Skills
Accomplishments
Photography
Additional Information
Timeline
Generic

Paul Casey

Keene,NH

Summary

Qualified Advanced Technical Support Specialist with 45 years of helpdesk and customer service experience. Provides comprehensive System design, develop test & support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.45

Overview

23
23
years of professional experience

Work History

Technical Support Specialist

Boston Scientific
01.2000 - 11.2022
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.

Education

Bachelor of Science -

Bedford College
London, UK
09.2005

Skills

  • Accurate Documentation
  • Desktop Component Repair
  • Emergency Service Coordination
  • Remote IT Implementation
  • Troubleshooting and Diagnosing
  • Application Installation
  • Client Rapport-Building
  • Tech Support
  • System Performance Assessments
  • Test System Development
  • Technical Instruction
  • Computer Configurations
  • Software Debugging
  • Bug Fixes
  • Computer Hardware Knowledge
  • Setup and Installation

Accomplishments

  • Contributed to a reduction in operational costs of 40%.
  • Completed intensive training in database fundamentals and software engineering.
  • Documented and resolved performance which led to increased throughput.
  • Development of IOT project using Raspberry PI and Python

Photography

SLR: 

Photo creation


DSLR:

  • Printing
  • Framing
  • Matting


Additional Information

Installation of WiFi systems in several environments:

  • Warehousing
  • Distribution
  • Retail
  • Mainframe operations back in the day
  • Development of first generations of mini-computers


Timeline

Technical Support Specialist

Boston Scientific
01.2000 - 11.2022

Bachelor of Science -

Bedford College

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Paul Casey