Gregory Laskey Email & Phone Number

Boston, Ma, Us

Danvers, Massachusetts, United States

Northborough, Massachusetts, United States

Hopkinton, Massachusetts, United States

• Follows case handling policies and best practices around ownership of customer resolutions, frequency of customer contact, complete and accurate case notes, time logging, and effective troubleshooting• Assists in engaging technical support, providing entitlement details, licensing queries, e-services level one support, and inbound calls.• Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.• Generates & provides identified level one licenses.

• Created, researched, and updated service requests.• Launched new firm policy by developing opportunities to use resources for peer sharing and collaborating with fellow co-workers.• Assessed marketing trends and proactively participated in company initiatives directed by local management.• Regularly seek out internal and external resources to answer customer questions/concerns.• Conducted outreach to maintain strong relationships with customer base and identify company initiatives and solutions; i.e. digital and online web based apps

• Performed administrative duties that support customer and field service engineers included but not limited to, telephone coverage, dispatch arrangements, coordination of time sensitive cases, and preparation of internal/external emails.• Assisted in requeuing cases for customers and field engineers seeking updates from licensing and online support accounts.• Drove customer satisfaction and key metrics by leveraging best practices among team members.• Performed other duties as required.

Hopkinton, Massachusetts, United States

• Managed end-to-end customer service request process by creating and updating the service request with pertinent information as well as responsible for researching solutions and allocating dedicated resources.• Provided remote technical support through EMC Online Portal, a multi-channel platform that hosts Lightning queues, Salesforce S360 and other tools.• Escalated procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management• Delivered technical enterprise storage solutions to customers and internal field services teams;• Troubleshoots technical product and customer support issues via multiple channels of communication i.e. web-based apps.

Bachelor Of Science - Bs, Marketing, 3.12 Gpa; College Now/Start Program

AACSB Accredited within the Charlton College of Business Relevant Coursework: Business Communications, Principles of Microeconomics.

Bachelor Of Science - Bs, Accounting