This document is a resume for Amy F. Lenz summarizing her experience in customer service and technical support roles over the past 10+ years. It highlights her strengths in customer service management and resolving customer issues. Her experience includes roles at Symantec, Sage Software, and Broadcast Software International providing technical support and customer assistance.

1. AMY F. LENZ
AMY F. LENZ (541) 731-3245 Amy.Lenz@gmail.com
SUMMARY
CUSTOMER SERVICE LEADER
Over 10 years experience managing customer service personnel. Strengths include implementation
and maintenance for state-of-the-art customer service organizations. Successful in resolving
customers’ concerns in both corporate and field environments. Proven producer in high-pressure
situations. Excellent communication skills.
PROFESSIONAL EXPERIENCE
BROADCAST SOFTWARE INTERNATIONAL, Eugene OR MARCH, 2016-Present
Technical Support
• Provided support to end-user of proprietary radio automation software
• Assisted customer having hardware, software and networking issues
• Answer questions about product features and resolve user problems
• Researched client issues to resolve all complaints promptly
• Document all issues and generate reports detailing common problems
• Displayed exceptional people skills
SYMANTEC CORPORATION, Springfield,OR 2007- 2015
Duty Manager/ Sr. Operations Analyst, (2012 to 9/2015)
• Facilitated liaisons between business stakeholders to assist in clarifying the structure,
policies, and operations of the organization
• Administered and maintained scheduling for phone agents using Eworkforce Mangement
• Managed case assignments to technical support engineers for Backup and Recovery
Products and followed up to ensure customer satisfaction
• Expedited the incoming call queue for Backup Exec
• Managed and successfully resolved customer escalations, simplifying the complicated
process for both internal and external customers
• Settled customer complaints and disputes by pooling the necessary resources together
effectively
Advanced Technical Engineer, (2007 to 2012)
• Assist customers in proper configuration and schedule of network backups
• Worked in a product verification computer lab, testing company products and simulating real
world scenarios
• Contributed to technical documentation, and produced technical memos
• Maintained excellent working relationships with customers, field service, sales and
marketing people
• Trained System Engineers, Field Engineers and Customers

2. AMY F. LENZ (541) 731-3245 page 2 of 2
SAGE SOFTWARE, Eugene OR 2004 - 2007
Technical Support Agent for Customer Relations
• Provide Escalation Support for issues not resolved by Level I Technicians
• Troubleshoot, diagnose and resolve issues related to Networking, SQL & .NET Framework
• Provide a supportive and empathetic call environment
• Provide complete and detailed documentation of calls utilizing Scopus.
• Researched and authored several knowledge base articles and white papers
• Developed skills in database management
• Assisted in beta testing newer builds and designs of the current ACT! program
ECE/STREAM, Eugene OR 2003 - 2004
Technical Support Phone Agent
• Assisted Symantec Customers in installing and running their AV software
• Diagnosed and repaired customers computer problems
• Detected and removed viruses from customers phoning in with infected computers
• Educated customer in computer maintenance and proper user procedures
• Enhanced customer confidence and training in their computer skills
ADDITIONAL RELEVANT EXPERIENCE
UNITED STATES PEACE CORP VOLUNTEER
Emcozini, Swaziland, Southern Africa
• Taught math to 30 students, all passed the international test required to graduate
• Implemented a water project, providing sewage and water to the community
• Started a library with American donations
• Maintained a variety of other projects already in operation on school property
EDUCATION
Bachelor Of Fine Arts, BFA, University Of Rhode Island, Kingston RI
Associates Degree in Computer Information Technology, Lane Community College, Eugene OR
TECHNICAL SKILLS
Windows—Multiple Versions Exchange, 2003,2007
Aspect Workforce Management Salesforce
Backup Exec—All Versions Microsoft Office
SQL CRM Software
Troubleshooting Customer Service

3. COMMUNITY INVOLVEMENT
Fundraising for homeless and disadvantaged, Treasurer and Fundraising Chairperson, 21 years