Seasoned Veteran of SaaS, IT Professional

1. Laurie A. Cook
10 Rellas Ridge Rd., Apt. D
Kingston, NH 03848
978-504-9663
lauriecook353535@aol.com
Seasoned veteran of SaaS, Web, Software Services Management and Support with strong
customer facing skills. Extensive experience with CRM’s, Sales, Connectivity, Business
Analysis, SharePoint, SDLC, Project Coordination, Customer Service Management, and Mobile
Devices.
Technical Skills:
Operating Systems: Windows 7& 8, Vista, XP, Red Hat Linux, MAC OS9, MAC OSX, Novell,
NT, Oracle and Android.
Databases Supported/Administered: MySQL (installation, migration& querying), SQL based
databases from Web Office. Web Office Relational Databases (build and troubleshoot using the
Web Office interface), EBSCO Online Research Databases.
LAN/WAN: Technical Support of IIS, Proxy, TCP/IP, PC Anywhere, and Access Anywhere
Remote Support, as well as Kaseya, and Active Directory.
Software: Microsoft Word, PowerPoint, Microsoft Project, Access, Excel, Outlook, Visio,
Adobe, TextPad, JCreator Pro, SQL, WebOffice, Webex Meetings, Norton Internet Security,
AVG Internet Security, McAfee Internet Security, Timeslips, FoxPro, NetSuite, Siebel, Telnet,
Exposure to Kronos and Sage.
Languages: Light HTML, Light SQL, Light Java, COBOL and RPG.
CRMs: Most recently Web Office CRM, NetCRM from NetSuite, some familiarity with
Salesforce, Siebel and support packages like Clientele, Remedy (BMC) and Help Desk.
Abilities: Root Cause Analysis, Bug Tracking, Project Coordination, Conversions, Functional
Specifications, Research, Technical Training, Communication, Configuration, Patience,
Exceptional People Skills, Great Problem Solver, ITIL, Flow Charting and Life Cycle
experience, Requirements Gathering, Call Center Mgt., Liaison and Implementation.
Experience:
Various Contracts, Throughout, NH and MA Feb 2013–Oct 2015
 Wyless, Inc. – Tier II Support
 GEX Inc. – Content Management Specialist
 American Income Life – Insurance Producer
 TeamEDA -Performance testing on software, support customers, installs, updates, and Demo’s.
 Oracle Admin, Exeter, NH, Data Entry.

2.  EMD Serono of Rockland, MA Customer Contact and Survey.
 Liberty Mutual of Dover, NH performing in an IT Help Desk, RSA, Active Directory, VoIP
 Encompass of Dallas aka Excella Healthcare, IT Manager/Mobile Analyst.
Cisco Webex, Boxborough, MA April 2008 – Mar 2013
Lead Technical Support Engineer Tier II -Provide superior tier II/I II service while handling
calls, emails and training of personnel, KPI’s, Metrics. Support the Web Interface (SaaS)
Intranet called WebOffice. Create or help customers implement databases and support those
databases using root cause Analysis. Support Webex Mail using IMAP or POP3 services for
Account Creation; meet with Engineering regarding issues and enhancements.
Synchronize/Export Calendars and contacts, as well as author FAQ’s and User Guides. Support
mobile devices for accessing Webex Meetings, and WebOffice interface/documents, Sales,
SDLC, Root Cause Analysis, Escalations and Webex Meetings. Maintain decision making
responsibilities, project coordination/management and supervise staff.
Touchcom, Inc., Bedford, MA Sept 2007 – Dec 2007
Systems Support Engineer (contract)- Responded to calls and emails 24/7 from clients using the
Touchcom Security Systems which include Card Readers, Turnstiles, CCTV, and Guard
Station’s, often via PC Anywhere. I also supported the OneFacility Interface. 3 Month Contract.
EBSCO Publishing Inc., Ipswich, MA Jul 2002 - Jan 2007
Sr. Technical Support Representative - Provide World Class Technical Support for users of the
online research databases. Employed Windows, MS Outlook, MS Word, MS PowerPoint, Excel
for importing/exporting files, NetCRM by NetSuite used to document customer interactions,
sales opportunities, and track metrics. Marc21, Metrics, KPI’s, linking, metadata, Open URL
handling. Tier II support incorporating root cause analysis to find and fix problems.
Timeslips, Best US Essex, MA Dec 1999 - Jul 2002
Technical Support Representative- Installed, configured, converted& migrated databases,
upgraded, trained and performed troubleshooting for the software. Company moved to Atlanta.
MAS90 and Sage.
Education:
University of Phoenix, Online, Newton, NH 2013
Masters of Information Systems in Progress
University of Phoenix, Online, Newton, NH 2011
Bachelor of Science in Information Technology with a minor in Networking and
Telecommunications.
Computer Learning Centers, Methuen, MA 1999
Network Engineering and Systems Administration completed coursework for MCSE.
U.S. Army Veteran