Veronica Dufresne

Experience

• 

  Boston Children's Hospital

  Jan 2011 - Jun 2016

  Computer Support Technician II at Boston Children's Hospital. I specialize in both Mac and PC troubleshooting of all hardware and software. I am an eager and fast paced learner with a lot of hands on experience. I have a case closing rate of over 60% in the first 24 hours of cases logged. My responsibilities range from backup sever management, project management, transitioning, quoting, intern training, builds, advanced troubleshooting, and much more.

  • Computer Support Specialist II

    Jul 2013 - Jun 2016

  • Computer Support Specialist

    Jul 2011 - Jul 2013

  • Intern

    Jan 2011 - Jul 2011
• 

  Rue Gilt Groupe

  Jun 2016 - now

  Team Lead with clear communication skills and a strong user support background. Experienced working autonomously on both day to day operational tasks as well as long term projects. Experienced Senior Support Analyst with a demonstrated history of working in both retail and hospital industries. Skilled in OS X, Microsoft products, Customer Service, Computer Software Training, and Hardware configurations. Excellent in managing day to day escalations, ticket priorities, and projects. I'm a self starter with the ability to find solutions to automate and improve processes.

  • Manager, Support

    Jul 2020 - now

  • Lead Support Analyst

    Feb 2018 - Jul 2020

  • Senior Support Analyst

    Jun 2016 - Feb 2018