Ernest Gagnon Email & Phone Number

Augusta, Maine, United States

- Handles all phases of customer inquiries received by telephone or by correspondence.- Processed applications for service and extension of facilities.- Respond to customer inquiries and complaints (i.e. bill payment, usage inquiries, account updates,service, credit and collections).- Provided account information to customers and explained bill service policies and customer rights.- Conduct credit and collection work as necessary, including deposits, final/charge off collection, Sundryand Legal.- Received and log customer inquiries, complaints, and requests for adjustments on residential andsmall business or industrial accounts.- Respond to maintenance concerns and emergencies during storm restoration.- Processed applications/requests for new services, new customers, move in/out requests and otherservice requests such as quotes on new services installs and upgrades.

Oakland, Maine, United States

- Provided effective and timely resolution of various customer inquiries and concerns.- Built customer loyalty and value through effective account management, identifying appropriate additional products, features, and services.- Met department productivity and quality standards.

Lexington, Ma

- Support internal proprietary medical software and hardware to over 2000 clinics and hospitals nationwide over the phone, remote via the internet, and in-person- Maintain and support business applications (Siemens/Soarian) that are used at dialysis clinics- Support traditional applications: Office, Outlook/365, SAP, Kronos... and non-traditional Clinical applications- Provide remote application support to patients who are on dialysis treatment who treat remotely or at home- Assist Doctors, Nurses, Dietitians, and Social workers, on processing patient orders- Maintain Patient Financial records and Demographics information- Provide hardware and software support to corporate and remote employees- Write and Maintain knowledge documents for employees and patients

Wilmington, Ma

- Provides the support and delivery of applications via our Springboard portal to 40,000+ users worldwide.- Ability to research and solve complex issues relating to 40+ Applications on a daily basis.- Creates knowledge base articles for customers to assist in a more timely resolution of issues.- Actively responds to application level alerts and available 24/7 via pager.- Meets and exceeds weekly support case closure metrics.- Experienced in working with a geographically distributed team.

Wilmington/Burlington, Ma

- Technical phone support for Astaro/UTM middleware and security products for over 1000 clients including Fortune 500 companies and local government contracts.- Beta testing of firmware and software updates for customers’ IT & network environments- Authored technical support documentation for public release.- Developed specific experience in LINUX, Active directory, EDirectory, and Radius, Site-to-Site VPN; Amazon VPC, IPsec, and SSL, Remote Access VPN; SSL, PPTP, L2TP over IPsec, IPsec, and Cisco VPN Client, SMTP, SMTP proxy setup and management, HTTP proxy and proxy profile setup and management.- Astaro Acquired by Sophos in August 2011.

Tewksbury, Ma

- Managed a team of ten technical support analysts supporting computer trading and banking systems in the USA, UK and India.- Conducted job performance reviews, determining employee retention, bonus allocation and raises.- Second level accountability for complex issues in banking customer IT infrastructure and security- Developed specific experiences in Lotus Notes, MS Office, Windows XP, LINUX database management, Citrix and Remote Desktop / RDP.

Tewksbury, Ma

- Fielded customer support requests for banking IT infrastructure.- Supported multiple Windows software suites and related configuration tasks.- Addressed customer complaints including data recovery, email management, and feedback.

Computer Science

Computer Software Technology/Technician

General Studies