1. ELLEN M SULLIVAN
123 Lake Street, Pewaukee, WI 53072
262-691-1218
Esullivan2@my.wctc.edu
Summary
A positive, solution-oriented Computer Support Specialist with extensive experience supporting internal and external
clients. Established capabilities in C, and project management. Proven aptitude in equipment set-up, software
deployments, help desk ticket support, problem solving/troubleshooting, and customer service in fast-paced environments.
Experience includes a strong background in technical advising and coaching, order review and maintenance, incident
management, and sales.
Education
IT Computer Support Specialist, Associate of Applied Science, Waukesha County Technical College, Pewaukee, 2016
Fundamentals of Support Desktop Support Win 7 IT Essentials A+
Intro to Networking CCNA 1
IT Business Strategies
Computer Hardware Repair
SQL Database
Application Suite
IT Project Management
Experience
Technician (Internship), Digital Recycling Solutions LLC, Waukesha, WI, 2015
• Tested equipment, repaired hardware/printers, disassembled PC’s and mainframe, and completed machine builds
Team Coach, Infosys BPO, Milwaukee, WI, 2013
• Provided advisor support, technical assistance, and coaching in a call center for Apple iOS devices
• Assessed advisor service calls according to Apple standards, completed North Star evaluations
Senior Customer Support Representative, BUYSEASONS.COM, New Berlin, WI 2008-2013
• Identified pending authorizations, contacted Banks and Financial Institutions to remove holds on funds, reversed
pending authorizations in Cybersource, and completed fraud screening of customer orders and transactions
• Processed on-demand print orders and materials for printing, reviewed order print quality, spelling, and content,
contacted vendors and customer to correct printable items
• Completed order screening and review, ensured correct content, quantities, delivery dates, and notes
• Performed order maintenance, voided, corrected orders, and replaced orders
Consultant Support Specialist, Taste of Home Entertaining, Brookfield, WI 2006-2008
• Maintained magazine files, confirmed purchases and receipt of magazines for individual and retail customers
• Entered orders for product replacement from damaged shipments
• Processed quarterly sales tax over payments
Senior Customer Service Representative, Reiman Publications, Greendale, WI, 2004-2006
• Took incoming calls from customers, added subscriptions and gifts, verified customer information, completed address
changes and cancelled trial subscriptions
• Utilized soft upsell techniques on all inbound customer calls, exceeded sales goals by 15% weekly
• Received award for most improved representative in 2004
Customer Service Representative, Paragon Development Systems Inc., Oconomowoc, WI, 2003-2004
• Completed Incident Management and Reporting for the State of Wisconsin Department of Health Services

2. • Performed data entry of customer contracts into online database, conducted hierarchical escalations, documented work
process procedures