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Resume for Lynne Barletta

Lynne Barletta


22 Stonewall Drive

 Woburn, Massachusetts 01801

(781) 608-6309 / [email protected]



Successful Account Manager with proven track record in client satisfaction and retention.   Proficient in managing all aspects of client implementations.  Demonstrates clear understanding of customer needs.  Skilled relationship builder, Detail oriented and highly organized friendly professional. Passionate about healthcare and committed to delivering high quality work.   Flexible, resourceful and creative



Microsoft, Excel, PowerPoint, Word, Access, Outlook, SharePoint, Crystal Reports, Meditech, EPSi, Salesforce 



hallmark health system, inc              Woburn, MA   2011 -   2015

Manager, Decision Support 

Managed DSS System along with two supervised professional staff, generated routine Flex Budget analyses, clinical analyses, facility and product line profitability, program review/expansion, etc. Developed ad hoc analyses for consultants and regulatory agencies.



Served as Project Manager on Decision Support System Implementation – completed on schedule with minimal resources and IT support.


Redeveloped Quarterly Campus Profitability reports, increased accuracy of reconciling items to source system to less than 1%


Instituted new cost methodology resulting in accurate allocation of drugs and medical supply cost by case. 


webmd (formerly HeatlhShare)                        Acton, MA   2004 – 2010

Implementation/Account Manager

Managed from ten to fifteen clients, designed and presented all training materials. Subject matter expert. Led new client implementations.  Collaborated on software issues and solutions.  Produced quality assurance reports and analyses.  Directed resources and teamed with other departments on ad hoc projects. 



Improved relationship of difficult and unhappy client on brink of leaving, Gained renewal of $69,000 per year contract for three years.


Forged excellent working relationship with client extremely reluctant to leave previous account manager.  Achieved renewal of contract for $76,000 per year.


Engaged with Software Designer in redesign of report export tool.


hallmark health system, inc                                   Malden, Massachusetts     2001 - 2004

Senior Financial Analyst

Advanced through promotion. Analyzed profitability of proposed and existing product lines as well as physician practices. Presented analyses to senior management and identified new areas of revenue stream. Supervised and trained staff and other department analysts. Served as key member of Decision Support System evaluation team. 



Sole member of Finance Team responsible for Decision Support System Implementation. 


Created model to facilitate generation of monthly ratio of costs to charges for Healthshare database.  Enabled calculation of costs within less than one percent of actual costs.


Identified new source revenue, derived from resident rotations to additional institutions, resulting in $60,000 additional annual revenue.  


ADDITIONAL EXPERIENCE                                  

Financial Analyst  hallmark health system, inc  malden, ma 

Budget and Decision Support Analyst  mount auburn hospital, cambridge, ma 

Senior Accountant   mount auburn hospital, cambridge, ma 



merrimack college, North Andover, MA - B.S., Accounting


Resume for Miriam Bonn

Miriam H. Bonn

[email protected]


Communications Specialist

* Delivering messages that resonate in formats that engage *    

PROFESSIONAL PROFILE:  Self-directed, creative marketing writer, editor and project manager, and curious researcher with excellent interviewing skills.  A productive collaborator, experienced in teamwork and leadership in cross-functional and cross-cultural environments.     


Marketing, internal, IT/change, and corporate communications;


Exceptional writing and editing skills;


Content creation, including researching content for range of topics, aligning deliverables  to audience, marketing goals and brand, and collaborating with client and production teams to deliver final product;


Proven ability to understand and communicate the business benefits of complex technology offerings;


Well-developed project management, organizational and collaboration skills;


Adept at repurposing content for a range of platforms, such as web copy, press releases, articles and marketing collateral.




LOWELL HEALTH DEPARTMENT                                                                                                  1/2014 – 12/2015

Communications Specialist (Contract)


Updated, improved and expanded content on Health Department website


Researched, wrote and published ongoing series of articles and news items, keeping web content fresh and providing timely information to the public


Created editorial calendar

Outreach Worker (Grant-funded)


Designed and implemented outreach program to educate retailers about Lowell’s ordinance banning synthetic recreational drugs, achieving 100% compliance


Developed and delivered community education programs and events, working collaboratively with existing coalitions and task forces


MB COMMUNICATIONS                                                                                                                               2000-Present

Independent Marketing Communications Consultant

Provide writing, editing and communications services to high-tech companies such as EMC, Computer Associates, Hewlett-Packard, Compaq,, Intellisoft, Dimension Data, Philips Medical Systems, Walleye Technologies and Nevada Learning Series. Highlights include:

Writing and Content Creation


Researched and wrote customer success stories for multiple uses, including print and web


Wrote numerous sales guides, presentations, collateral pieces, white papers and web copy for IT outsourcing services company and other clients


Created and published targeted newsletters for multiple audiences


Created reusable modular content for complex proposals, working closely with technical subject matter experts  


Planned and created change communications for technology transitions for a Fortune 100 company

Web Site Planning and Content

Focus on seamless, intuitive user experience and aligning web content and structure with marketing strategy and target audiences


Designed and wrote web content, including customer testimonials, for multiple organizations


Managed content refresh to refocus website from investor-oriented to sales-oriented:  revised content and information architecture, created new content and managed implementation

Additional Projects


Wrote and produced series of interactive CDs to train resellers in networking solutions


Provided communications consulting for high-tech startup introducing innovative product


(Business Analysis) “Unstuck” an ongoing content management (MS CMS) intranet implementation project:


Documented current state, developed user requirements and gap analysis, mapped next steps for project


Developed requirements and plan template for implementation within individual groups



COMPAQ COMPUTER CORPORATION                                                                                   

eCommerce Business Analyst                                                                   


DIGITAL EQUIPMENT CORPORATION                                                                                     

Worldwide Intranet/Extranet Publishing and Marketing Manager

Electronic Reseller Communications Manager



Clark University, Worcester, MA  BA, Philosophy, English 

Western Galilee Community College  Certificate, Advanced Video Production

Resume for Faith M. Brosnan

Faith M. Brosnan                                                            978.430.5133

[email protected]                                                      


Summary Statement:  Work closely with cross-functional teams to produce high quality work. Experience in Content Management System to optimize system and processes for best results. Coordinate with manufacturing and vendors to ensure deliverables are submitted on a timely basis.



Digital Asset Manager                                                                                           June ’15 – Apr. ‘16

     SapientNitro, Boston, MA

• Prioritize Ram Digital Asset Management for Fiat-Chrysler, which includes organizing digital assets, gather and document metadata and usage rights info, follow art numbering guidelines

• Participate in project kick-offs and need to request, organize, and deliver final assets to Project Manager and/or Designer

• Manage digital assets and metadata delivery dates per the Chrysler VAM requirements

         • Coordinate new/retouched digital assets through product review

         • Ensure that final assets are product correct and approved

• Point person for Creatives (e.g. photo shoot decks, requests assets in EVE database)


     Freelance Graphic Design & Production                                                        Jan. ‘14 – present

• Preflight files before sending deliverables to vendor

     • Design eye-catching front covers for college textbooks

     • Create simple illustrations for Spanish Grammar Tutorial

     • Coordinate and design multimedia materials and ancillary covers

     • Reformat book interiors


Associate Art Director                                                                                          Sept. ‘08 - Dec. ‘13

Cengage Learning, Boston, MA

• HM College Division was acquired by Cengage Learning on June ’08, and was promoted
to Associate Art Director

• Review remaining Houghton Mifflin cover mechanicals before sending files to printer

• Art directed following disciplines: Music, Course Technology, Developmental Reading and Writing

• 2012 winner in the 55th Annual New England Book Show for cover and interior designs

• Scheduled cover design kick-off meetings; invited Editors/Publishers, Content Project Manager and Manufacturing Coordinator to discuss upcoming titles

• Initiated hiring designers to create eye-catching cover and interior designs

• Maintain spreadsheet of the assigned disciplines ensuring all files from designers are submitted
on time

• Close contact with the Content Project Manager ensuring all deliverables from designers are submitted to the vendor on a timely basis



Freelance Graphic Designer                                                                               Dec. ‘05 - Sept ‘08

Houghton Mifflin, College Cover Design, Boston, MA

Cengage Learning (formerly Houghton Mifflin Harcourt, College Division)

• Design college textbook covers

• Review cover mechanicals before sending files to printer

• Coordinate and design all multimedia materials and ancillary covers



Cover Design Assistant                                                                                       Aug. ‘04 - Nov. ‘05

Houghton Mifflin, College Cover Design, Boston, MA

• Maintain spreadsheet containing all college textbook titles

• Liaison to designers and obtaining files in a timely manner to the vendor

• Manage all multimedia and ancillary materials

• Participate in weekly meeting with Design Director and Cover Design Manager to discuss
Bound Book Dates


Freelance Graphic Designer                                                                               Apr. ‘04 - Aug. ‘04

Houghton Mifflin, Custom Publishing, Boston, MA

• Design custom covers for colleges and universities

• Reformatting interiors



Adobe Creative Suite:         InDesign  | Illustrator | Acrobat  |  Bridge   |   Photoshop

Microsoft Office:     Word  | Excel  |  Lync  |  PowerPoint  | Outlook



Bachelor of Fine Arts, Design    Rivier University, Nashua, NH


Associates Degree, Science   Endicott College, Beverly, MA

Resume for Sharon Hardy


Lowell, MA         978/852-2619     [email protected]





Academic Entrepreneur and Professor with expertise in education technology, entrepreneurship, business management, international education, and specialty areas in Finance, Project Management, and Service Learning.  Proven ability to create and deliver new programs, courses, and curriculum and hire, train, and supervise staff. Known for ability to build effective interdisciplinary relationships and software, engage the external community, and transform organizations.




EdwiseTech dba intellADAPT, Inc, ed-tech startup focused on adaptive learning               Boston, MA

Vice President of Operations, Business Development, and Marketing                              2015-present


Co-author company business plan and commercialization strategy for launching products.


Find and execute strategic partnership opportunities related to content, sales channels, marketing and technology.


Create and execute marketing, operations, and project plans.


Direct project funded by NSF to conduct Big Data analytics on student data from Physics course.


Build product roadmap strategy.


Lead business development efforts of K-12 and higher education customers, including providing demonstrations and training of instructors.


HARDY GALLAGHER ASSOCIATES CONSULTANTS                                                                               Lowell, MA

Managing Director                                                                                                                             2005-present


Led complex program for a vendor of New York State Education Department to create dashboards and functionality to personalize K-12 education.


Conduct Financial Management seminars for nonprofits through Greater Lowell Community Foundation.


Managed creation of portal specific to veterans under a contract with Massachusetts Technology Collaborative.


Designed fundraising programs, including grant writing, for historic building and community playground.


Reviewed grant applications for the National Science Foundation.


HARVARD UNIVERSITY EXTENSION SCHOOL                                                                                         Cambridge, MA

                Adjunct Instructor                                                                                                                              2015-present


Develop graduate-level Project Management course aligned with PMI global standards.


Deliver Project Management course in a blended format of live and asynchronous lectures and communications.


CONNECTEDU, INC., provider of K12-workforce software solutions (closed in 2014)                  Boston, MA

                Senior Director, Project Management, Client Services                                                          2012-2014


Directed complex multi-million dollar projects for collecting and analyzing education-related data.


Turned around struggling project and the relationship with key client.


Managed financial and human resource project budgets. Hired and managed vendors for project requirements.


Created professional development programs and provided direction in using global PMI best practices.


NAVITAS USA HOLDINGS                                                                                                                Lowell, MA 

                Executive Director, Navitas at UMass Lowell office.  Navitas is an Australian for-profit public company that entered the US market in 2010 specializing in recruiting and educating international students.    2010-2011         


Started academic pathway programs for international undergraduate and graduate student in partnership between Navitas and UMass Lowell. 


Developed courses; hired, trained and supervised faculty and staff.


Recruited and advised students. Made admissions decisions.   Created and conducted orientation.


Developed policies and procedures in conjunction with Provost’s office at UML.


Created marketing plans and literature and web site content.


UNIVERSITY OF MASSACHUSETTS LOWELL, Manning School of Business                                    Lowell, MA 

Visiting and Adjunct Professor                                                      full-time 2001-2005; part-time 1988-current


Teach finance, MIS, business communication, general management, first year seminar and Honors courses. 


Directed program to increase community engagement in the Lowell public schools for Vice Provost. 


Design and deliver undergraduate and graduate courses in on-line, face-to-face, and blended formats.


Incorporate Service Learning projects into coursework to enhance student learning. 


Created one master’s degree program and three new seminars in Continuing Studies Department.


Received highest student ratings for 5 semesters in 2 departments (finance and MIS)


Served on university-wide committees for Teaching with Technology and Honors Program Council.


Boston University Corporate Education                                                                   Chelmsford, MA  2002-2010

NORTHEASTERN UNIVERSITY                                                                                                             Boston, MA   2011-2013

MERRIMACK COLLEGE                                                                                                                  North Andover, MA  2005-2016

                Adjunct Instructor and Consultant


Developed and taught various courses to graduate and undergraduate students, including international students.


Designed and delivered undergraduate and graduate courses in on-line, face-to-face, and blended formats.


Designed new academic programs and created service learning projects. 


Courses taught: Project Management, MIS, First-Year Experience, various PM seminars aligned with the PMI Project Management Professional certificate program standards.


Teach Business Communication and Finance for Non-Financial Professionals with my own curriculum. 


NAVIPATH, INC., a start-up subsidiary of CMGI (closed in 2001)                                                          Andover, MA       

Director of Product Development for Web and Dial-Up Services                                         2000-2001


Directed team of 25 program managers and developers in creating and maintaining custom e-commerce products.  Products included registration, billing, self-care, reporting, and data-exchange functionality. 


Assisted Product Marketing department in defining requirements to improve functionality and increase feature set.


Recruited staff and designed reorganization plan. Developed training plans for entire staff in division (80) and created/implemented employee recognition and appreciation programs. 


Prepared presentations to potential investors.


COMPAQ COMPUTER CORPORATION                                                                                                        Littleton, MA

                Worldwide Systems Program Manager of Real Estate and Operating Services              1998-2000


Designed and managed program for the capture, integration and reporting of real estate data worldwide.  Program included 8 applications, including SAP, a data warehouse and PeopleSoft.  Performed Business Analysis, Project and Product Management, Training and Support.


DIGITAL EQUIPMENT CORPORATION (acquired by Compaq in 1998)                                                Maynard, MA         

                Program/Product/Project Manager of Real Estate Division                                                   1991-1998


Managed $1 M annual budget to lead team effort to develop an integrated set of 5 software products, including a data warehouse.  Products enabled the company to drastically lower operating expenses and facilitated merger activities for the Corporation. 


Re-engineered the business in order to develop data and operating standards, improve productivity and streamline operations. Produced worldwide data standards, procedures and reporting manual. 


Developed user requirements, approved technical specs, approved screen and report designs, developed test plans, conducted testing, conducted training and compiled documentation.


Worked with cross-functional teams (HR, IT, Finance) to ensure proper integration of business operations, controls and systems. 


Recognized with five annual outstanding performance awards (in 10 years).

                Corporate Real Estate Negotiator                                                                                                 1988-1991


Managed portfolio of approximately 100 leased sites. 


Trained US Real Estate Administrators in standards, policies and information systems. 





UNIVERSITY OF MASSACHUSETTS AT LOWELL                                                                                      Lowell, MA

Doctor of Education in Leadership in Schooling.  Focus on Higher Education, Finance and MIS.  Dissertation: A Qualitative Research Study of Service Learning in Three Undergraduate Business Courses.


PROJECT MANAGEMENT INSTITUTE                                                                                              Newtown Square, PA

Project Management Professional certification (PMP)


MIT SLOAN SCHOOL OF MANAGEMENT                                                                                                     Cambridge, MA 

 Master's Degree in Management (MBA), completed 1 semester early.   Finance Concentration.


SIMMONS COLLEGE                                                                                                                                        Boston, MA 

Bachelor's Degree, With Distinction, completed in 3 years.  Concentration in Finance and Business Management. 






FAITH HoME CHARITABLE TRUST: Board Member and Treasurer                                                    2014-present


Distribute trust income to programs that benefit children in Greater Lowell


Approve investment strategy for endowment


Educate board on good governance practices and lead subcommittee to update bylaws


Greater Lowell Community Foundation: Philanthropist                                                          1985-present 


Created several endowments for different purposes on behalf of individuals, schools, and nonprofits


Create and teach seminars to nonprofits related to financial management


Friends of Lowell High School, Inc.: President 2008-2011, Director 2006-2008.              2001-2011

This organization is completely staffed by volunteers to support 3500-student Lowell (public) High School and raising $180,000 for scholarships annually. 


Led organization through strategic repositioning, board restructuring, and bylaws revision


Implemented key management initiatives resulting in new membership growth of 400% and higher participation of members in day-to-day operations


Drove closer relationships with school administrators, parents, and school committee


Lowell High School Scholarship CommitteeChairperson                                                 2008-2010 


Chaired Steering Committee to overhaul process and application 


Member of selection committee to choose recipients of scholarships


Lowell Co-operative Bank:  Board of Directors                                                                             1998-2008 

Clerk of the Corporation; Served on Strategic, Human Resources, Bylaws, and other committees; Chaired Finance and Branch Committees.


1st woman director in bank’s130-year history


Led several initiatives to expand product set and improve operations.  Bank grew from $80M to $120M


Served on CEO and VP Search Committees


Chaired committee to find merger partner; bank was sold in 2009 and is now known as Sage Bank


YMCA of Greater Lowell:       Boards of Directors and Trustees.  President, 1997-1999.    1990-1999 

HR, Bylaws and Fundraising Committees


1st woman president in organization’s 120-year history


On Board of Trustees, selected investment manager and designed program to resolve financial crisis


On Executive Board, served on search committee to hire CEO


Refinanced balloon payment of mortgage


Served on strategic planning committee to investigate merging with 2 other Ys


Co-chaired annual fundraising campaign and served as team leader for 7 years; campaign grew from $70,000 to $120,000


Drove expansion of before/after school program with locations at specific schools


Academy of Business Education, Member                                                                                      2004-present

Project Management Institute, Member                                                                                        2000-present

various community projects:  Lead Organizer                                                                             1994-present 


Have raised $300,000 to-date mostly via grants for historical restoration and other projects            


Served on committee to select new superintendent of Lowell Public Schools 2015 (appointed by the School Committee)


Led parent initiative to improve rigor of middle school math instruction 


List of Publications ARE available upon request.

Lowell Working Cities Initiative seeks Initiative Director

Lowell Working Cities Initiative

Job Posting: Initiative Director

Posting: July 18, 2016

Deadline: August 12, 2016

Job Title: Working Cities Initiative Director

Reports to: : Both Co-Chairs of the Working Cities Executive Board (The City of Lowell and the Coalition for a Better Acre) with the Executive Director of the Coalition for a Better Acre (CBA) having responsibility for “day-to-day” supervision and direction.

Salary: $60,000 - $ 65,000 depending upon experience and qualifications.


The City of Lowell’s Working Cities Initiative represents a collaborative effort among its 13 community partners to direct community resources to the residents of the Acre neighborhood in a more effective and efficient manner. This collaborative effort will enable Acre residents to improve their educational, economic and inclusionary situation to become self-sufficient. Reporting to the Co-Chairs and under the direct supervision of the CBA Executive Director, the Initiative Director will work with the Executive Board to implement this project. The WCC Executive Board has embraced system change and collaborative leadership as the principal pillars to improve the quality of life in the Acre neighborhood. Our “long view” goals for the neighborhood include increased education and employment and the reduction of cultural barriers for a more self-sufficient community.

This is a three-year grant funded position.

Essential Duties and Responsibilities

The Initiative Director reports directly to the Co-Chairs and Executive Board in the performance of their duties. In addition, the Initiative Director provides support to the School Readiness, Economic Development, and Language and Inclusion working groups and maintains ongoing contact with the Advisory Board, Institutional Leaders, and Donors. In order to fulfill these responsibilities, the Initiative Director will perform these essential duties:

o Oversee and manage the Working Cities Initiative program to include the following:

o Develop a strategic plan with neighborhood stakeholders and a first year action plan defining City, CBA and stakeholder responsibilities in implementing the strategic plan goals.

o Assist in the preparation of financial documents and budgets for the Working Cities Initiative program

o Work closely with the Co-Chairs and the Executive Board to implement the outlined work program, with active input from the Advisory Board.

o Establish meetings for the Working Groups and reach out to the Institutional leaders and Donors to support the program.


o Provide training support for the board members, as well as the Working Cities Initiative staff.

o Schedule ongoing workshops and community meetings to ensure communication with the Acre residents.

o Manage street team staff and interns.

o Implement first year work plan and create work plans for the future years.

o Oversee evaluation process and submit required reports to the funding sources.

o Provide progress reports to the Co-Chairs, Executive Board, Advisory Board and Federal Reserve Bank of Boston

o Encourage the active involvement of Acre residents in the implementation of the program

o Identify and assist in securing additional funds to support the program initiatives outlined in the annual work plans

o Develop new relationships with Acre businesses and other nonprofit partners.

o Additional duties as assigned.


 Bachelor’s Degree and direct relevant experience required; Master’s Degree preferred.

 Bilingual candidate preferred with intercultural background.

 Past success in managing community projects in an urban environment.

 Outstanding communication and interpersonal skills, including excellent writing skills.

 Demonstrated ability to work in a diverse environment and interact with people with different backgrounds: youth and seniors, public housing tenants, racial and ethnic minorities, public officials, etc..

 Proven ability to work efficiently and flexibly with a good sense of humor.

 Ability to work with public, nonprofit, business and community representatives with an interest in developing the Acre neighborhood.

 Self-disciplined, well-organized and able to follow through quickly.

 Creative and able to identify and initiate opportunities for system change.

 Proficient technology skills, including Word, Excel, Access and PowerPoint.

 Proficient social media skills, including Facebook, Twitter and Snapchat.

Interested applicants may apply by submitting a resume and cover letter to WORKING CITIES INITIATIVE, c/o Ms. Pamela Miller, Office Manager, Coalition for a Better Acre, 517 Moody Street, Floor 3, Lowell, MA 01854-4014. Telephone inquiries: 978 452-7523.

Online submissions may be sent to: [email protected] .

The Working Cities Initiative is committed to non-discrimination and equal opportunity in employment.

Resume for Debra Connell

Debra Connell

87 Stuart Ave                                                                                  [email protected]  

Dracut, MA 01826                                                                                                    978-453-7128


Customer Service Specialist

A highly professional Customer Service/Office Support professional.  A proven record of providing friendly and enthusiastic service to customers and colleagues. Fully proficient in an office environment. Capable of handling multiple roles and completing tasks while presenting a professional demeanor.  Eager to take on new challenges and new roles.


Highlighted Skills


Customer & Personal Service


Clerical & Office Support


Telephone Screening


Documentation & Record Keeping


Product Knowledge


Financial Reports & A/R



Customer Service Rep, Albert H Notini, Lowell, MA                                        1995 – 2015

Customer Relations


Conferred with customers by telephone or in person to provide information about products or services. Recommended products to customers, based on customers’ needs and interests.


Received and entered orders, canceled accounts, or obtain details of complaints from customers.  Accurately recorded information into database.


Followed-up on problem accounts, ensured appropriate changes were made and resolved any outstanding issues.


Office Support


Conducted Accounts Receivable tasks as required.


Prepared daily collection, post payment transactions, reported and coordinated daily bank deposits.


Organized work to be accomplished by gathering and sorting documents and related information


Operated a busy multi-line phone system.  Answered questions from customer are directed incoming calls to appropriate individual.



High School Diploma, Lowell High School, Lowell, MA


Certified Microsoft Office Specialist-Lare Institute, Andover,MA.

Resume for Marie Faranna


603-401-4738 u [email protected]


A dedicated team player with 10 years of experience in Purchasing and Administrative in the retail and manufacturing industries, ability to work in a multi-faceted environment, honored for perfect attendance in work and in school.


Certifications:  Microsoft Office Specialist, Digital Literacy, Customer Service Professional,

MS Word & Excel, QuickBooks, DBA, EVO, Alpha 5 & E2 Software




Obtained quotes from suppliers and creating Purchase Orders for electronics, aluminum, steel, rubber, plastic, hardware, shipping, cleaning and office supplies


Prepared purchase orders to send our parts to outside vendor for services such as Heat Treat, Laser Cutting, Anodize or Passivation.  Kept track of my outside service purchase orders on a spreadsheet and expedited as needed


Researched suppliers and prepared a comparative analysis based upon cost, quality, service, support, reliability and reputation for products


Experienced in MRP (Material Requirement Planning)


Requested and prepared RMA’s (Return Material Authorization)



Packaged, and shipped internet orders, unloaded merchandise in the  receiving department 


Brought merchandise out to sales floor, or in to the stock room




Matched and posted invoices daily, and prepared weekly check runs


Processed daily production and scrap reports into Alpha 5 database


Generated daily production reports and emailed to the Engineers




Prepared and set up the delivery of furniture with customers’


Responded to customers calls once the delivery was made


Set up service call to customers home for assessment of any damages



Lab Medical Manufacturing, Billerica, MA (Temporary Assignment)                        05/2015 – 08/2015


Macy’s, Salem, NH                                                                                                                          2013 – 2015


RPP Corporation, Lawrence, MA                                                                                               09/2012 – 11/2012

Administrative Assistant/Accounts Payable

Martel Electronics Corporation, Derry, NH                                                                          2005 – 2009

Purchasing Clerk

Diversified Optical Products, Salem, NH                                                                                               1996 – 2003

Purchasing Clerk

Cabot House Furniture, Haverhill, MA                                                                                  1992 – 1996

Customer Service


LARE Institute, Andover, MA                                                                                                      2015 – 2016

Business Technology Program

Greater Lawrence Technical High School, Andover, MA


Focus on Distributive Ed/High School Diploma Attained

Resume for Dorothea Bernier

Dorothea Bernier

l Dracut, MA  01826 l 978-905-0927 l [email protected] l


Professional Summary


Highly skilled Customer Service Representative with 20 plus years experience in a high-volume, deadline driven environment.  Ability to build loyal account relationships through reliability, honesty, and quick and courteous attention to customer needs.  A versatile self-starter and team player with a willingness to take on greater responsibilities.  Works well independently as well as with a team with a successful employment record based on strong organizational skills, close attention to detail, thorough follow-up and follow-through. 


Professional Skills


Primus Systems


Microsoft Word


Microsoft Outlook




Microsoft Excel


Microsoft Windows



Professional Experience

RR Donnelley and Sons, Inc. (formerly Courier Printing Corporation)

Westford, MA


1989 - 2015

Account Manager / Customer Service Representative

1992 - 2015


Responsible for 12 major accounts with a total of over $10 million in annual billings.  Served as a liaison between sales, manufacturing and customers from the initial order to delivery


Continually monitor customers’ orders to communicate ongoing progress and/or unexpected delays with revised timelines


Works closely with plant personnel to quickly resolve any unforeseen issues, notify customers, and advise on action plan


Check on-hand inventory and order material needs for each project, including paper, book covers, and shipping cartons to ensure that production is not delayed due to supply shortage.


Supply pertinent information and organized order file to Planners/Schedulers.


Prepare alert notifications and job information to the production team, related to customized requests or special attention


Handle customer complaints, promptly investigate problems, and resolve issues as quickly as possible


Works collaboratively in supporting other team members when needed


Order Expeditor

1990 - 1992


Supported eight account managers


Responsible for order entry, scheduling, and ordering key components of raw materials


Freight Billing Clerk

1989 - 1990


Responsible for freight billing


Support other team members when required





Education / Training

LARE Institute, Andover, MA

MS Office Business Technology Program – Certified MS Word 2013


Tyngsboro High School , Tyngsboro MA  Diploma Attained




Desktop Publishing for Sales and Customer Service Representatives






Resume for Michelle Holland

Michelle Holland

North Andover MA l 978-332-2126 l [email protected]




Appointment Scheduling


Office Management




Document Preparation


Customer Service


Front Desk/ Reception


Office Machines


Inventory Management



Microsoft Word 2013


Microsoft Excel 2013


NRF Professional Certification Customer Service


Microsoft Digital Literacy


Global Ware Solutions,            Haverhill, MA                                                                                   2007

Quality Assurance Inspector                                                                                                      


Maintained operation excellence and achieved 100% accuracy rate on shipping orders


Worked with Quality team to streamline and improve inspection process


Assisted in updating documentation for quality control policies and procedures


Assisted Superior with spreadsheets and reports

Law Office of David Hoey, North Reading, MA                                                                   2007-2009

Administrative Assistant/ Receptionist                                                                                  


Answered phones


Scheduled appointments


Faxed, copied, filed documents appropriately


Maintained office up keep and ordered supplies


Bridgewell, Salem, MA                                                                                                                                 2009-2011

Direct Support Professional                                                                                                        


Assisted individuals in daily living


Played a positive role in helping clients intellectually and achieve their fullest potential


Performed home management


Transported clients to scheduled appointments and errands


Administered medications



North Andover High School, N. Andover, MA                                                                                    


High School Diploma


Plymouth State University, Plymouth, NH                                                                                           2006                      

Merrimack College, North Andover, MA                                                                                              2007 -2009


Marketing & Management                                                                                                                        


LARE Institute, Andover, MA                                                                                                                      05/2016


Business Technology and Customer Service

Course Work: Business Management, Marketing, Advertising, Accounting, Business Calculus, Macroeconomics and Microeconomics, Statistics, Business Law


Technical: Microsoft Access, Excel, Work, Outlook, PowerPoint

Resume for Michael Dooling

Michael K. Dooling, PMP

8 Jefferson Road                                                                                                          978-863-1111   C- 978-677-8056

Tewksbury, MA  01876                                                                                                                  [email protected]                                             ____________________________________________________________________________________


Financial Services industry professional with 10 years of Project Management, 12 Years of Quality Assurance and 7 years of Trust and Custody  experience.   Strong track record of working between the Development and Business to understand each department’s needs.   Recognized as a strategic thinker with sound analytical and problem solving skills.  Ability to organize and lead teams to achieve successful results.



  • Microsoft Office - MS Word, Excel, PowerPoint, Visio
  • JIRA for Agile projects
  • SharePoint, Doc Central, EDMS



Fidelity Investments, Boston, MA (04/03 to 05/16)

Personal Investing Solution Delivery

Project Manager (09/10 to 05/16)

  • Saved 33% in projects costs by combining two projects into one ---used synergies for Development and Testing
  • Built and maintained relationships with the Business, Technology and Design
  • Worked with Legal and Compliance groups to review changes to
  • Worked on multiple projects related to Retail Accounts, Managed Accounts products and Life Insurance products
  • Worked with Responsive Design for Mobile Apps
  • Managed a Client Experience Queue with a $1,000,000 budget
  • Responsible for the overall project schedule, budget and scope of multiple complex projects
  • Made decisions that impacted  the ability to complete deliverables for multiple projects
  • Identified and mitigated risks – communicated and escalated to the project stakeholders
  • Agile and Waterfall experience
  • Used JIRA for Stories and Bug Defect tracking
  • Used Sharepoint, EDMS and Doc Central as document repositories
  • Led a PM Forum for two years (2013 – 2015) – got internal and external speakers and organized sessions


 Senior Business Analyst (09/06 to 09/10)

  • Worked on projects including : Income Strategy Evaluator for pre-retirees, WAS Referrals and helped coordinate seven nationwide presentations with Fidelity Advisors and Clients
  • Wrote Requirements and Stories
  • Organized BAT testing
  • Understood and was accountable for all Software Development Life Cycle phases


Senior Quality Assurance Analyst (04/03 to 09/06)

  • Tested multiple platforms: NetBenefits, Plan Sponsor Webstation and One Fidelity projects
  • QA coordinator for monthly overnight Production installs
  • Responsible for white box testing
  • Used Quality Center as a defect tracking tool

Thomson Financial,  Boston, MA  (07/01 to 08/02)

Portfolio Accounting and information provider

Senior Quality Assurance Analyst

  • Tested new web based performance measurement system
  • Responsible for white and black box testing
  • Worked with multiple clients on BETA testing of new performance product

Supply Works, Inc.   Bedford, MA   (6/00 to 6/01)

Pre-IPO B2B Manufacturing E-procurement software

QA Lead Engineer

  • Developed and implemented Test Plans and Procedures for all Products
  • Coordinated bug triage sessions with VP of Development
  • Used Quality Center as a defect tracking tool


Block Financial Corp    Cambridge, MA   (9/97 to 6/00)

Producers of TaxCut, the award winning personal tax software package from H&R Block

Quality Assurance Manager –User Interface Group 

  • Established and managed a newly created UI QA Group – supervise, train and review a staff of six QA Engineers
  • Developed testing procedures for the UI Group
  • Used Mercury Test Director as a defect tracking tool
  • Acting Director of the entire QA Department over a 9 month period – 2 managers and 25 staff members


Shaw Data Services, Inc.   Boston, MA (8/93 to 9/97)

Portfolio Accounting for large Financial Institutions

Quality Assurance Manager – Online Product (6/96 to 9/97) 

  • Conducted collaborative testing with Charles River Development – Block Trading
  • Point person for BETA test at Invesco.  Coordinated the switch from batch to real time system for three weeks in the Atlanta headquarters
  • Managed five QA engineers – two internal and three remote
  • Used ClearQuest as a defect tracking tool


The Boston Company,  Boston, MA  (9/86 to 8/93)

Trust Accounting for pension plans of major corporations

Account Supervisor/ Trust Officer (1/90 to 8/93) 

  • Responsible for domestic and international relationships of fourteen institutional clients totaling over nine billion dollars.   Types of accounts included pension, stock ownership, retirement and 401K plans
  • Coordinated monthly accounting reports for my assigned relationships
  • Participated in client visits and presentations
  • Had signoff authority for Corporate Actions up to $300,000 




  • PMP Certified by PMI – June 2012 




Bentley College, Waltham, MA  (1986)

Bachelor of Science in Finance

Associate Degree in Accountancy

Associate Degree in Marketing




  • Supervise girls and Cookie Booth sales for Troop 66771 in Tewksbury
  • Umpire games for the Easter Sales annual fundraiser
  • Knights of Columbus – Easter Plant sales, Food Drives, Special Needs Prom, Fundraising
  • President of a Candlepin Bowling League (2012 to present)