Mary Childs Email & Phone Number

Boston, Massachusetts, United States

• Ensures that all customer requests are handled efficiency and with the appropriate urgency; accountable for the solutions and customer experience delivered until the issue is resolved.
• Responsible for supervising the Service Desk Associates and Co-Op employees in TSS.
• Identify, gather and analyze relevant metrics to benchmark the Service Desk performance.
• Responsible for resource allocation and staffing needs to produce deliverables.

Cambridge, Massachusettes

• Field Support and Service Desk technician for Harvard Law School’s ITS department, supporting over 300 Faculty, 800 Staff, and 1000 students
• Utilize customer service skills by solving problems with a service mindset and developing collaborative relationships with customers
• Manage six co-op students: Coordinate the hiring processes, create training schedules, evaluate performance, provide mentorship, train other HLS IT staff on process
• Acted as Service Desk Coordinator for TSS group; assigned tickets to technicians based on priority and available skillset, ensured adequate coverage for phone and 2 service desks, acted as point of escalation for.
• Manage multiple projects with equal priority at once by utilizing time management and multitasking skills
• Responsible for account management process: create Clinical student accounts in Active Directory, ensure staff accounts are created, amended and terminated appropriately

Cambridge, Massachusettes

• Field Support and Service Desk technician for Harvard Law School’s ITS department, supporting over 300 Faculty, 800 Staff, and 1000 students
• Utilize exceptional customer service skills by solving problems with a service mindset and developing collaborative relationships with customers
• Provide Audio/Visual support to HLS Faculty members in a classroom environment configuring: projectors, desktop/laptop connections, wireless presenter controls, microphones, and Crestron panels
• Manage six co-op students: Coordinate the hiring processes, create training schedules, evaluate performance, provide mentorship, train other HLS IT staff on process
• Acted as Service Desk Coordinator for TSS group; assigned tickets to technicians based on priority and available skillset, ensured adequate coverage for phone and 2 service desks, acted as point of escalation for.
• Responsible for account management process: create accounts in Active Directory, ensure staff accounts are created, amended and terminated appropriately

Cambridge, Massachusetts

• Troubleshoot issues with network connectivity, operating systems, and software applications
• Spyware and virus diagnosis and cleanup
• Supported students, faculty, and staff in person, via phone and email with help desk
• Input, processed, and managed assignments in the ticketing system
• Troubleshoot hardware malfunctions on PCs, Macs, Office Printers
• Building, imaging, and deploying machines

179 Brighton Ave, Allston

• Consistently coached crew members through their positions and set both daily and long term goals
• Responsible for crew motivation and team building
• Utilized Radient POS software to update pricing, employee records, and sales information
• Organized store operations and procedure to maximize efficiency

188 Ayer Rd, Harvard

• Managed the sales floor ensuring daily efficiency goals are met
• Market new and existing products through suggestive selling techniques
• Train new employees on necessary job tasks, customer service, and food safety
• Demonstrate exceptional customer service skills

188 Ayer Rd, Harvard

Cambridge, Massachusetts

• Qualified web leads by making over 100 calls per day reaching 35% of contacts
• Increased sales by upselling insurance and optional excursions
• Worked with customers one on one through tour booking process
• Assessed each potential customer’s travel needs and interests and recommended appropriate tours

Bachelor Of Science (Bs), Management Information Science And Marketing

Activities and Societies: Northeastern University Choral Society

Education record

Activities and Societies: Griffin Honor Society, Environmental Club