1. SANDRA M. NOLIN
374 Sherburne Road, Pelham, NH 03076 • (603) 635-7858 • sandien@comcast.net
SUMMARY
Accomplished Customer Services/Technical Support professional with a solid ability to provide highest quality front line
technical support and training to even the most difficult customers. Accomplished mentor to new hire technicians.
Contributor of tech-notes and documentation to internal and external knowledge bases. Proven customer service skills,
resulting in better satisfied customers. Analytic research skills over multiple databases.
QUALIFICATIONS
Customer Support
• Receive over 50 – 60 incoming Tech Support calls for software and hardware support from customers. Consistently
in the top 5% of calls processed.
• Verify entitlement, contact info, create case notes and dispatch tech support ticket for customer assistance.
• Triage customer issues and create cases to be passed on to the appropriate engineers.
• Identify the level of support necessary for specific problem reported. Glean info from the customer to provide
concise, detailed, accurate case notes that are reported to engineering team for specific product.
• Completely vet the customer calling in as an approved representative of the customer’s company to protect both
the customer and company’s security.
• Provide technical support to customer base on a new (Town Square) product, integrating both telephony and data
services in one unit. It provides basic telephony services such as voice mail and call routing. Data side provides
internet access and can act as a hub, router or firewall.
• Assist customers with access to knowledge base, including password re-sets, troubleshooting access problems,
creating accounts and navigation within the site.
• Adept at doing detailed research within multiple database formats to find information required for supporting
scientists with their cases.
Technical Skills
• Use the RSA SecureId product to manage Case Management access for customers to the SCOL Knowledge Base web
site. Extract and correlate info between SAP, Clarify, OSD, Clear Trust, Sales Force and other pertinent databases as
necessary for position.
• Navigate multiple reports in multiple database formats to properly follow series of checks and balances ensuring
both the security of the company and customer’s company wasn’t compromised.
• Knowledge of telephony configurations and wiring, network configurations and sub-netting. Network Connectivity
knowledge: TCP/IP, NFS, NS Router, Terminal Emulation, and Windows.
• Knowledge of PC network connectivity including NT, Unix, AS/400 and Mainframe. Provided frontline phone
technical support to customers for their networking connectivity with Chameleon, UnixLink, HostLink, NetSoft’s NS
Portfolio and ViewNow Software packages including, but not limited to Telnet, NFS, NS Router, TN3270, TN5250,
FTP, LPT, Windows, and FTP Software’s OnNet products.
• Front line phone support to customers covering connectivity suites by FTP, Netmanage, Netsoft and Wall Data.
• Use extensive research skills to compile data from multiple databases into cohesive format to create
documentation for QA scientists to perform testing on equipment issues reported by customers.
Training Expertise
• Train and mentor new team members as they are hired.
• Coordinator for all technical training for both for customers and internal employees. Instruction on product use.
Being groomed to become a technical trainer.
• Developing professional communications skills, written and verbal, allowing for better interchanges of information
2. among colleagues and customers.
PROFESSIONAL EXPERIENCE
Corning Life Sciences, Tewksbury, MA
Data Processing Analyst…………………………………………………………………………………………2016 (3 month temp assignment)
Research and coordinate all information necessary for QA scientists to perform testing on issues reported by customers
on equipment. Support a team of 7 tech support scientists, gathering information from multiple databases and opening
tickets to pass on to QA. Maintain weekly metric spread sheets and other record keeping spread sheets.
Burndy Inc., LLC, Londonderry, NH
Customer Support Specialist………………………………………………………………………………………………2014-2015
Field questions on stock availability, shipping dates, pricing and any other logistical issues
pertaining to stock. Serve as backup to outside sales reps in expediting product and literature
to their customers to assist them with completing their sales. Extensive use of SAP to find up to
secure tracking info of deliveries and all other issues related to the flow of business.
RSA Security, Bedford, MA
Customer Relations Desk.......................................................................................................2009-2013
Open support tickets, enter detailed description of customer issue and dispatch ticket.
Triage customer problems to identify specific issues with both software and hardware.
Research contract info verifying customer had valid support.
Transfer customer to the proper level of support their contract entitled them to.
Manage Tech Support Database – walk customer through finding info/downloads if necessary.
Served as Front line to engineers.
Prioritize customer level of support and correctly dispatch cases.
@Comm, Inc. Manchester, NH
Technical Support Engineer/Training Coordinator................................................................2000-2001
Pilot program developing VOIP access to small business networks (30 – 50 lines)
Worked with team to reproduce and test customer issues, finding and implementing a resolution.
Responsible for tech-writing of procedures for best practice use of hardware and software.
NETMANAGE, Inc. North Andover, MA
Technical Support Engineer...................................................................................................1996-2000
Supported PIM “Echo”.
In 2 weeks, self-trained on hardware and software for the Chameleon, UnixLink, HostLink , Netsoft’s NS Portfolio
and ViewNow in order to be taking customer calls successfully .
Self-identified lack of skill set. Used training opportunity to enhance skills to better service customers.
Trouble shoot with customers to identify software/hardware issues relevant to the NetManage product line to get
customers ‘ products working again.
OTHER WORK EXPERIENCE
Area Agency of Greater Nashua / Gateway Community Services, Nashua, NH
Personal Care Service Provider..............................................................................................2001-2008
EDUCATION
A. S., Hesser College, Nashua, NH
FTD Master of Floral Design and Management Certification
VOLUNTEER SERVICES
Two years volunteering for the Power Lunch Program at the Vining School in Billerica MA. Read to a child during lunch
hour.
3. Test Results for: Sandra Nolin
Email:
Company Name: The Norland Group
Test Administrator/Recruiter's Email: mayling@norlandgroup.com
Test Name: Typing - General [3 Minutes Onscreen]
Test Date: 11/11/2015
Elapsed Time: 03:00 Minute Time Limit
Raw words per minute: 43
Average mistakes per minute: 3
Adjusted words per minute: 40
