Josée Lapointe Email & Phone Number

Cambridge, Ma, Us

Cambridge, Massachusetts, Us

Cambridge, Ma, Us

Monitors service desk email, phone and ticketing system for incoming requests for assistance from customers and works with them to identify problem details. Provides investigation, diagnosis, resolution and recovery of complex problems. Provides remote and in-person technical support for end users inclusive of troubleshooting and repair of hardware and software related issues, including peripheral devices, connectivity to local and wide area networks. First point of contact and day-to-day technical support to end users.Investigates, diagnoses, resolves and recovers requests. Escalates problems when necessary. May work with vendors on problem resolutions. Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner. Diagnoses and resolves issues or collaborates with appropriate IT teams and/or vendor professionals to resolve problems. Assists in root cause analysis and problem management with development and implementation teams. Repairs problems or creates and implements temporary solutions until permanent solutions can be executed. Ensures client data is secure and intact during repair process. Assists in the collaboration in the development of service-level objectives and takes steps to meet or exceed targets. Follows up in a timely manner to ensure customer satisfaction. Trains co-workers and customers on new or existing functionality or services. Documents solutions to common problems and responses to frequently asked questions. Creates and submits documented resolution to Knowledge Base. Alerts team members about recurring problems. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. Mentors less experienced staff in a specific area of expertise. Demonstrated diagnostic and problem solving skills. Knowledge of cloud computing. Oversees updates on issues to ensure client satisfaction and productivity.

Needham, Ma, Us

Works with faculty/staff/students on problem recognition, isolation, and resolution; includes guiding users to communicate critical information in a meaningful way, responding to user anxiety with calmness, sensitivity and respect, remaining focused on resolving user needs first.Troubleshoots desktop hardware, software, mobile devices, network and printer problems to resolution.Setup and install administration and classroom computers and printers.Supports Whiteboards and projectors.Coordinates moves, changes, upgrades.Project manages upgrades to outdated equipment.Completed and maintains school equipment inventory.Acts as liaison between schools and technology department.

Cupertino, California, Us

Member of a Genius Team which consistently rated highest among all stores worldwide.Able to maintain the highest customer satisfaction while working in a high speed, high pressure environment, switching between different roles multiple times a day.Educate and inspire Mac owners through personalized, structured support and training sessions focused on Mac OS and iLife in group and One to One sessions.Earned solid reputation for resolving complex issues and providing exceptional customer service.Built and repaired relationships with clients experiencing issues and challenges with their Apple products by providing hands-on training at the Genius Bar.Served as a resource for technical, policy, and procedural questions. Mentor who fostered growth providing timely feedback, validations, and setting positive examples by modeling outstanding customer service.Mentored colleagues who were later promoted to higher positions.Repair software issues using GUI interface, terminal commands, or re-imaging if necessary.

Produced and anchored a live weekly local newscast for the Town of Needham’s local access programming station.Hosted and produced “Beacon Hill Beat” interviewing State legislators and candidates. Provided on camera performance training to reporters and anchors. Researched and coordinated implementation of new production technology and office technology. Performed company outreach efforts and built relationships with educational and municipal institutions.Recruited, coached, and developed a twelve person volunteer news team. Provided instruction, training, and guidance on production techniques, technical skills, editing and writing.

Us

Inspected Fiber optic network sites to assure installed equipment met industry standards and building codes.

West Bridgewater, Ma, Us

Trouble shot workflow between sales and distribution and made recommendations to CEO and Board of Directors. Supervised warehouse operations and warehouse personnel.Project manager for warehouse improvements and upgrade.Maintained and improved Windows based computer network.

Basking Ridge, Nj, Us

Responsible for managing security of and connectivity to fiber optic rings in New England. Facilitated workshops and training in Control Centers staff.Trained technicians in trouble shooting theory.Acted as liaison between engineers, technicians, and upper management. Performed quality assurance study on existing records of fiber equipment and took necessary actions to correct records with Engineers.Point of Contact for fiber optic communications in the Northeast Region of the U.S.