JEAN CLAUDE MATHIEU

519 Johnny Appleseed Lane

Leominster, MA 01453
Home 978-840-0254
Cell 978-807-6143
jmeda47e@westpost.net

PROFESSIONAL SUMMARY
Proactive, resourceful and bilingual Technical Support
Specialist with long careers at 2 companies:
Simplex/Grinnell (a subsidiary of Tyco International) and
NEC Technologies. Extensive hands-on
hardware/software/firmware knowledge acquired through roles
as Field Service/Computer Hardware Technician & LAN/WAN
Administrator (Windows/Novell). Committed to responsive
Helpdesk and user services, approaching all support issues
with patience, flexibility, a positive attitude and a sense
of urgency.
* Intuitive and analytical; quickly assess issues and
develop strategies for resolution.
* Fast-paced, flexible senior-level contributor, adept at
staying on-task and on-time despite shifting priorities and
tight deadlines.
PROFESSIONAL CERTIFICATIONS
MCP - Microsoft Certified Professional, Windows NT
Administration

PROFESSIONAL EXPERIENCE
VOLUNTARY EMPLOYMENT GAP; 2008 - 2010
Caregiver for Terminally Ill Family Member; 2 years
SIMPLEX GRINNELL/TYCO, Westminster, MA; 2007 - 2008; 1999 -
2004
5 years 6 months
TECHNICAL SUPPORT SPECIALIST
Provided skilled telephone and on-site support to
technicians, clients and end-users with fire alarm system
and access control problems. Researched, investigated and
resolved hardware, firmware, software issues and mechanical
assemblies. Escalated advanced issues to R&D.
KEY ACCOMPLISHMENTS:
* Consistently exceeded all quality, quantity and time
standards in problem resolution.
* Walked diverse technicians through step-by-step
troubleshooting procedures.
* Implemented corrective and preventive actions by
duplicating problems in the lab.
ACCOUNTS RECEIVABLE COLLECTOR
Contacted 80+ businesses and individuals daily to explain
process and collect payments. Escalated accounts to
management, third party collection agencies and/or
attorneys.
KEY ACCOMPLISHMENTS:
 * Maintained an 80-85% collection success rate.
* Sole contact for Canadian customers; applied French
fluency with great success.
CONTRACT ASSIGNMENTS, MA; 1998 - 1999
TECHNICAL SUPPORT SPECIALIST/NETWORK ADMINISTRATOR
(Consultant); 1 year
KEY PROJECT ACCOMPLISHMENTS:
* SUNLIFE OF CANADA: LAN/WAN Administrator on Novell and
Windows NT platforms. Supplied comprehensive Helpdesk and
technical support to hundreds of users. Contributed to
project deployments and NDS rollouts.
* GE INFORMATION TECHNOLOGY: Installed, configured,
customized and supported Windows and Mac OS, including
network cards and connectivity (TCP, IPX/SPX).
NEC TECHNOLOGIES, Boxboro, MA; 1985 - 1998
FIELD SERVICE TECHNICIAN AND COMPUTER HARDWARE TECHNICIAN;
13 years
Efficiently installed, configured, troubleshot, repaired and
supported desktops and laptops. Repaired electronic circuits
and mechanical devices at both the system and component
level, using fluke meters, wiring diagrams, prints,
schematics and various other tools.
TECHNICAL SKILLS
PLATFORMS: Windows XP/2000/NT/98, Novell, Macintosh,
Mainframe
SOFTWARE: MS Office Suite, Various Proprietary Systems
(iSecure, Sonitrol, Kantech, Zettler/Sentinel 500,
Executone, NT 3400)
LANGUAGES
Fluent in French and Haitian Creole