1. Erica D Percy
226 Allen Street • East Longmeadow, Massachusetts 01028
edpercy88@gmail.com • +14132978926
OBJECTIVE
To seek an opportunity that will help me expand on my career as an IT and customer service professional. My years in customer service and technical support have helped me develop a variety of skills, and also given me the opportunity to work in team environments, yet depend on my own knowledge and skill set to be able to resolve problems and tasks as an individual.
EXPERIENCE
LEGO Systems, Inc. Enfield, Connecticut October 2010 - December 2012
Sr. Service Desk Analyst
 Primary tasks: Global/local IT support, password resets, account creation and management, installing images and software, project support, on call support, hardware and software support, desk side support, and user training
 Specialties: Global Brand Retail & Call Center IT support, individual weekend IT support, account creation support, network support, LEAN, process improvement, inner corporate communications, creating training, procedural, and on call documentation, provided backup phone support for shared and campus services
LEGO Systems, Inc. Enfield, Connecticut January 2009 - October 2010
Shared Service Desk Agent
 Primary tasks: Global/local IT support, password resets, account creation and management, installing images and software, hardware and software support, desk side support
 Specialties: Call Center IT support, account creation support, inner corporate communications, managed temp/freelance user agreement contracts for IT department, and provided phone support for all shared and campus services (IT, Finance, Human Resources, Shipping, Facilities)
LEGO Systems, Inc. Enfield, Connecticut June 2007 - January 2009
Customer Service Representative
 Provide Direct to Customer service by helping with customer orders, placing customer orders, and any general customer inquiries about the brand and product
 Parts replacement and troubleshooting, catalog, product, and website support
 Seasonal point person, escalated customer inquiries and staff training/support
EDUCATION
Springfield Technical Community College Springfield, Massachusetts December 2013
Associates in Liberal Arts Transfer
 Major: Secondary Education
 Minor/Focus: Information Technology, English
CERTIFICATIONS
ACT® Work Keys Certification: Reading for Information, Business Writing, Applied Mathematics
SKILLS
Remote support, desk side support, alarm monitoring, network support, hardware and software training/support, hardware and software installation, business operations, LEAN/Process Improvement, inner corporate communications, creating support documentation, account creation/management, Microsoft OS, Microsoft Server, Microsoft Office, Microsoft Lync, Apple iOS, Assyst, Outlook, Active Directory, Exchange, VPN, Octel, SAP, Avaya