Michele Drew

Freelance Technical Support Freelancer & Help Desk Freelancer

Location:Portland, Oregon, United States
2 Skills

To use extensive technical, training and supervisory knowledge as well as troubleshooting abilities, sales, marketing, and soft skills to the benefit of my customers, clients, and employers, in a challenging and rewarding position.

Personal Qualities
highly motivated - excellent organizational and communication skills(oral and written) - enthusiastic - self-directed - dedicated - team leader and player - strong interest in sharing and acquiring knowledge - ability to retain vast amounts of information in a short period of time

Work History

2007-2010 – Adecco Technical and Engineering/General Electric/Epiq Systems - Portland, OR

Client Services Representative
Contracted to Epiq Systems to provide call center customer service to credit breach victims for ID Experts.

Technical Support Specialist
Contracted to GE Security to provide hardware and programming support for residential and commercial security systems as well as support for proprietary dos and windows based connectivity software for security systems. Supported and trained installers and end users on a wide array of intrusion and fire products including the GE Caddx and ITI, Networx, Concord, Simon and Allegro lines.

Customer Service Representative
Contracted to Epiq Systems to provide claims analysis and telephone customer service.

2006-2007 – Ultimate Staffing/First American Corporation – Lake Oswego, OR
Customer Service/Call Center Lead
Contracted to First American eAppraiseIT as a call center team lead in the real estate industry. Lead a call center customer care team of 10-20, trained new and existing customer service reps on a variety of residential appraisal products and productivity software, trained new hires on documentation process, maintained employee scheduling, analyzed call statistics daily, delegated responsibility of issue resolution to team members, assisted in development of new processes, documented findings and discoveries in an accurate and timely manner, provided customer retention by resolving customer conflicts and technical issues in a supervisory role.

2005 – Kforce Technologies/UBS – Portland, OR
Desktop Support Technician
Contracted to UBS to provide desktop support services for UBS WinXP roll out and data migration on a short term basis.

2002 - 2004 – Express Personnel Services/ eMark Solutions - Tigard, OR
Call Center Team Lead
Contracted to provide claims analysis, clerical skills, call center, csr, and marketing services on an as needed basis. Directly hired by client eMark Solutions as a call center team lead in a telemarketing environment, b2b inside sales, one-on-one training, coaching, call handling inbound/outbound, script writing, customer issue resolution, etc.

2001 - 2005 – Michele Drew - Aloha, OR
Private Contractor
Self-employed as an independent contractor, in both computer and sales/marketing fields.

2000 - 2001 – Natural Data, Inc/Intel - Beaverton, OR
Instructor/Install Technician II(Desktop Support Technician)
Subcontracted by Entex IT Services(Siemens Business Services) to provide Intel University classroom training and network/administrative support, desktop support, installation, and inventory management at seven NW Intel campuses. UNIX/NT 3.51-4.0, Win98, W2K, XP.

1999 - 2000 – Adecco Technical and Engineering - Portland, OR
Technician Support Specialist – Senior Rep/Escalation Team Lead
Extensive telephone support for a national cable internet service provider, researching and troubleshooting complex hardware, software and provisioning issues, development and implementation of solutions for new hardware, software and provisioning issues, as head of our escalations team; delegation of escalated issues, mentoring floor and escalation technicians, resolving customer conflicts/technical issues, in a supervisory role. UNIX/Win3.x/95/98 NT3.51/4.0 MAC7.0/10.0

1998 - 1999 – 800 Support Inc. - Portland, OR
Technical Support Specialist
Supported a range of 40+ products. Main focus: supporting 6 ISP’s hardware/software, multimedia software and financial software for end users, technical training for new employees, handling escalations, and resolving customer conflicts in a supervisory role Also assisted in development of new isp training procedures, created training website and technical writing/training manual for our Itech department. Prior to above outsourced as a hardware/os technician for a major computer manufacturer. UNIX/Win3.x/95/98 NT3.51/4.0


Heald College 2002-2003
MCSE Program

Hesser College 1994-1995
Pursued AAS degrees in Computer Business Applications/Computer Programming, 4.0 GPA

New Hampshire College - 1994
Certificate/Small Business: Curriculum included: Self-Presentation and Assessment, Oral Communications, Time Management, Stress Management, Entrepreneurship, Business Planning, Writing a Business Plan, Marketing, Business Law, Record Keeping, Financial Management, etc…

ICS School of Interior Design - 1994
Diploma: Two-year Interior Design Program 4.0 GPA

North Shore Community College - 1989
Attended one year, majoring in Liberal Arts/Music. Concentration in private instruments, voice and guitar. 4.0 GPA
Skills (2) Rating
Technical Support
Help Desk