1. Celia J Fu
celia.fu@comcast.net ● 617-888-2446 ● 63D Old Ironsides way Charlestown MA, 02129
OBJECTIVE
Detail oriented, dedicated, and motivated job seeker in search of full time opportunities to further develop my
technical and customer support skills in any working industry.
SKILL SET SUMMARY
● 3 years of professional experience in troubleshooting &issue resolution, end-user training, client relationship
management, rapid ticket response times, and detail documentation.
● 4 years of basic interactive experience with the following computer languages: SQL, Java, C++, Perl, XML, HTML4.0, CSS3,
Assembling Language, PHP, UML, and JavaScript.
● Proficient in following applications: Microsoft Office, 2007, 2010, & 365. Norton Security. Norton/ Symantec Ghost.
● Languages: Fluent in English & Cantonese. Proficient in Mandarin.
EXPERIENCES
Sales Support Specialist
Comcast Business, Wilmington, MA May 2016-September 2016
● Correct and fill in all legal paper works and forms such as Letter of Agency, Responsible Organization Letter of
Authorization, Sales order agreement, Ethernet Configurator, Business VoiceEdge workbook, PRI Proposal tool, Master
Service Agreement, Individual Case Based form, Ethernet Dedicated Internet form, etc. to for all Enterprise Sales Orders.
● Support two teams of ten Enterprise Account Executives in completing their sales orders.
● Answering any new and existing customers’ technical questions on Comcast services and managed products.
● Update the tasks and opportunities in Salesforce with the correct documents and notes for APS to review and approve
the order.
● Coordinate with the Sales Teams and Sales Engineers to correct all order reworks provided by the APS team and
resubmit order for approval.
● Provide the customer with updates regarding site surveys, corrected documents, and service delivery dates.
IS Service Desk Associate
Partners Healthcare, Wellesley, MA March 2016-April 2016
● Obtain all relevant information from users on technical issues related to the Epic System
● Perform basic troubleshooting on issues using tools such as SCCM remote controller and Remote desktop as needed
● Escalate the ticket to the appropriate department within 18 different hospitals managed by Partners
● Page on-call technicians on critical issues that are not addressed after 30 minutes through a paging system
● Update existing tickets with more information and follow-up with user via phone and email.
Network Operation Analyst Level 2
Granite Telecommunications, North Quincy, MA March 2014-February 2016
● Troubleshoot technical issues over the phone for business customers and field technicians; escalate complex issues
● Transcribe the troubleshooting procedure, customer information, and resolution for each issue into ticket system.
● Update internal ticket system and customer help desk portals with carrier information.
● Handle 50-100 ticket assignments; reduce number of redundant tickets related to outages or non-repair issues.
● Maintain 500-1000 inbound emails in the general inbox on a daily basis.
● Monitor system alerts for new network issues and create tickets for repeating issues.
● Prepare preconfigured network equipment for delivery such as modems and routers.
● Hold a record for taking 70 calls per shift acting as a Frontline technician which is responsible for reducing the number
of rollover calls in the calling queues.
EDUCATION
Colorado Technical University, Colorado Springs, CO December of 2012
Masters of Science in Computer Science, Software Engineering Concentration
● GPA: 3.7
Simmons College Boston, CO May of 2010
Bachelor of Computer Science
● GPA:3.0