Nicole Higgins Email & Phone Number

Watertown, Massachusetts

• Small Network and Telecom Implementation, MAC and PC Support, Repair, Consulting, Technical Writing and TrainingFor companies such as A123 Systems, Boy Scouts of America, Optimized Communications, and Eastern Auto Parts
• Serve as the team lead
• Provide customer-centric, friendly and empathetic customer support
• Coordinate with multiple vendors for multiple installs and support
• Diagnose and resolve PC, LAN, WLAN software and hardware troubles
• Manage large installations/moves and upgrades for Data and Telco -Including configuring and deploying Cisco Phones using Call Manager and Unity

Norwood

• Project Manager – Concentrating Network and VoIP Installation
• Define and document project scope and task list with both MS Project and Excel
• Identify and engage appropriate internal and external project team members
• Responsible for management of assigned projects
• Responsible for management of vendors/subcontractors
• Serve as the initial escalation point for project team members

Hackensack, NJ

• Supplied call center and voicemail coordination including installation management
• Spear-headed documenting, testing and design next-generation products
• Provided onsite and offsite training together with course development for between 1- 20 people on Nortel’s Computer Telephony Integration product line
• Supplied 3rd Level support and custom call center scripting with varying levels of expertise
• Provided sales support with labor costing per platform

Canton, MA

• Internal/Local PC and Network Support for Canton, MA
• Design, implement, manage, and support Nortel’s Computer Telephony product line
• Designed internal networks with up to 60 users
• Troubleshooting PC based Voicemail Applications and Hardware