Thomas L. Kraemer
1444 Commonwealth Ave #3
Brighton, MA 02135
Home Phone: (617) 232-5082
Email: tom.kraemer@gmail.com

Objective: To obtain a managerial postion in a computer or internet field

Professional Experience:

Software Tool & Die, Brookline MA 
Manager, Customer Support                               9/1998 - 10/2004

Responsible for supervising and scheduling twelve employees for 24x7
coverage of telephone, e-mail, and walk-in customer requests.
Maintaining accurate budget and payroll records.  Recruiting, hiring,
and training of new employees. Expanding and maintaining the internal
support manual and customer help areas.  Overseeing escalation and
resolution of technical issues to appropriate internal groups.
Management of facilities/equipment. O/S installs, software updates,
virus protection.  Physical property management.  Carried out the
merger of the technical support and the accounts receivable support
into a single streamlined group.  Performed higher level
troubleshooting for email and system failures.

Customer Support staff                                  6/1997 - 9/1998

Provided telephone and email support for PPP dialup and broadband
connections, email software, IP network configuration, Web, and UNIX
shell commands.  Promoted to full-time position 11/1997.


Super Lube & Tune-Up, Allston MA                        1991-1997
Automobile Mechanic

Performed maintenance and repairs on vehicles using automotive
computer analysis equipment.  Responsible for opening and closing the
shop in absence of the owner.  Earned ASE Certification in Engine
Performance.


New England Power Service Company                       1989-1991
Engineering Computer Support Technician

Maintained hardware and software for engineering department computers.
Trained engineers and secretarial staff.  Purchased, configured, and
installed systems and peripherals.


RCA Government Systems Division, Burlington MA          1985-1989
Manufacturing Engineering Intern

Wrote assembly manuals compliant with Military Specifications. Built
prototypes to test and refine procedures.



Education:

Northeastern University                                 1984-1989
Mechanical Engineering Program

Algonquin Regional High School                          1978-1982
General High School Curriculum