| Craig R. Hansen (address available upon request) Pepperell, MA 01463 pjhansen@alum.wpi.edu |
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| OBJECTIVE |
I would like to work full-time in a decision-making or leadership role to help reduce operational costs and
increase business efficiency through the use of various online technologies.
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| EXPERIENCE | |
| 05/2007 - | Nortel Networks, Inc., Billerica, MA Global Operations CRM Strategy Leader Lead Nortel's CRM strategy and drive focus to our online tools as a means for driving cost savings and increased case responsiveness. Set strategy and promote the use of new technologies to enhance the overall customer experience, raising CSAT and ESAT while reducing operational costs.
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| 12/2006 - 05/2007 | Nortel Networks, Inc., Billerica, MA Acting eSupport Manager Business owner of Nortel's online technical support strategy. Drive new functional and usability enhancements in line with organizational goals to increase call deflection, increase case responsiveness, and increase CSAT.
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| 01/2004 - 12/2006 | Nortel Networks, Inc., Santa Clara, CA / Billerica, MA Global eSupport Program Manager Business owner of a global technical support web site. Responsible for usability and governance of the information posted to the web site. Drive functional and design enhancements geared towards meeting organization goals. Leader of multiple cross-functional steering committees. Member of the 2006-2007 Leadership Edge program.
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| 06/1998 - 07/2004 | Nortel Networks, Inc., Billerica, MA / Santa Clara, CA Senior Technical Support Engineer Third level escalation support for data networking products. Assist team with customer deliverables. Provide training and support to the team. Creator of internal support web site for employees world-wide. Designed and supported corporate and lab networks for our organization.
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| 04/1998 - | Crabersen Internet Solutions Founder and CEO Internet and consulting service provider for small business and non-profit organizations.
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| EARLY CAREER | |
| 08/1996 - 05/1998 | Worcester
Polytechnic Institute, Worcester, MA Assistant Web Coordinator Serve as assistant to the Webmaster. Develop and maintain the university's web pages.
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| 05/1996 - 09/1996 | The College of
the Holy Cross, Worcester, MA Web Development Consultant Serve as assistant to the Webmaster. Develop and maintain the college's web pages and make software purchase recommendations.
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| 05/1995 - 05/1998 | Worcester
Polytechnic Institute, Worcester, MA Web Consultant Develop new web pages for the Undergraduate Admissions Office, Financial Aid Office, and the Global Studies Division. |
| EDUCATION | Worcester Polytechnic Institute, Worcester, MA Bachelor of Science, Electrical and Computer Engineering with Computer Specialization, May 1998 |
| MEMBERSHIPS / CERTIFICATIONS |
Member, Association of Support Professionals |
| Nortel Networks Certified Design Specialist | |
| Nortel Networks Certified Support Expert | |
| STRENGTHS |
Analyzing issues and solving problems
Championing change Collaboration and teamwork Developing strategic perspectives Ability to think outside the box Deep understanding of technology Comprehension of usability standards and best practices |
| INTERESTS | Bowling, Computers, Numismatics, Web Development, Usability, Skiing. |
| AWARDS | Nortel Networks Spot Award - August 2004 |
| Nortel Networks PRIDE Award - October 2000 | |
| Crimson and Grey Recognition Award - April 1998 | |
| REFERENCES | Available upon request. |
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(go to my homepage) |
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