Craig Bergstrom Email & Phone Number

Worcester, MA, US

Manage team of three IT Specialists and oversee Managed Service Provider. Manage workload by assigning and assisting with tickets and projects.1x1 guidance to IT Specialists through weekly checkin meetings. Focus on a healthy work/life balance, priorities of requests, special projects, and professional development.Availability to IT Specialists to provide.

San Francisco Bay Area, California, US

Frisco, Texas, US

San Francisco, CA, US

Brooklyn, New York, US

Lexington, MA, US

Oversee daily business operations of Wingate, a fee-only registered investment adviser with 30 employees and $850MM in Assets Under Management. Manage total system administration and support, lead special projects and upgrades, oversee employee training, and run quarterly and yearly reports for over 850 clients while maintaining special focus on the client.

Lexington, MA, US

Responsible for the management, strategy, and execution of IT infrastructure. Plans and oversees technical projects in alignment with organizational goals. Ensures effective delivery of networks, development of systems, and effective disaster recovery systems and processes.

Waltham, MA, US

• Helps customers and staff optimize the delivery of our customer's online marketing communications; ensure Constant Contact maintains its high deliverability rates and outstanding sending reputation
• First point of contact for escalated compliance and deliverability inquiries
• Responsible for maintaining and continuously updating department scam tracking database and metrics; identifies trends and works closely with scam mitigation team to address potential business risks
• Works to identify opportunities to help our customers improve their delivery, reduce complaints, manage bounced email messages and optimize email open rates
• Researches and identifies coaching opportunities for customers, schedules accounts for review by the Account Review team and ensures a successful outcome through comprehensive noting of the account
• Supports staff through internal chat during List Review, Account Review, Delivery and Account Access calls

Waltham, MA, US

• Demonstrated ability to develop and enforce action plans for customers; educated customers on industry best practices
• First point of contact for compliance inquiries
• Conduct in-depth account and list reviews to educate customers on permission and anti-spam policies; coach customers on online marketing best business practices
• Working as the account review team’s ticket coordinator I ensured all customer inquiries were handled in a timely manner
• A top performer on the team; consistently rated in top 5 deciles and received monthly incentive bonus every month during tenure with team

Waltham, MA, US

• Demonstrated ability to work with a sense of urgency and multi-task while being extremely detail oriented; delivered exceptional customer service in a high-volume call center environment
• First point of contact for billing, compliance, and general customer inquires
• Independently resolved technical and customer support issues, and escalated incidents when appropriate
• Conducted in-depth list reviews to educate customers on company’s permission and anti-spam policies

Framingham, MA, US

• Demonstrated ability to multitask and prioritize daily tasks while providing exceptional customer service in a fast-paced corporate environment
• Provided computer help desk support via telephone communications with internal and external customers
• Researched and resolved all tier-2 escalations received via phone, urgent logs and remedy tickets
• Assisted retail stores, call center associates, and Staples Business Delivery on issues relating to retail policies and procedures, vendor deliveries and returns, delivery complications and shipment tracking

Framingham, MA, US

• Demonstrated computer knowledge and ability to work in all key areas of the store; performed tasks based on customer and management priorities
• Responsible for building desktops, performing software and hardware upgrades, configuring peripherals, virus and malware removal and prevention
• Helped make every customer shopping experience “Easy” by maintaining profitable inventory levels
• Was a certified keyholder for the store, granted special permission to open and close store according to Staples standards of operation

Marlborough, Massachusetts, US

• Demonstrated ability to implement successful customer hardware and software solutions
• Full-time member of the desktop support team for over 500 employees and PC’s
• Diagnosed and performed troubleshooting for: software, hardware, printers, network, servers, Nortel phone system, viruses and malware
• Upgraded the entire consumer loans department with 50 new PC’s and installed all associated peripherals, software, printers and networking components
• Oversaw installation and implementation of loan processing system at all 14 DCU branches
• Responsible for corporate networking project; physically wired and tested phone and Internet connectivity for secondary headquarters building

US

• Demonstrated the ability to apply technical prowess, customer service skills and leadership ability in a high-traffic, high-volume retail environment
• Completed the program for Internal Development, CareerMax, to become promoted to supervisor
• Led a strong sales team of 10-15 sales associates in a high volume store
• Responsible for selling computers, peripherals, software, service contracts, and business machines
• Performed storewide opening and closing responsibilities

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Science - Bs, Information Technology, Business

Bachelor Of Science, Management Information Systems

Diploma, Business And General Education