Customer Service Technical Support
Resume:
Richard S. Niles 510-***-****
P.O. Box *** Guerneville, CA 95446 **********@***.***
OBJECTIVE
An Information Systems Technical Support position involving computer repair, upgrades and
desktop support for a major manufacturer or service provider.
QUALIFICATIONS
Over 13 years technical support experience providing full field service end-user support.
Certified A+ Professional Skilled systems troubleshooter and problem solver
Bottom line focused Effective applications software trainer
SELECTED ACHIEVEMENTS
• Managed 150-account technical support territory. Provided: Application
software support, training and all customer hardware operational backup. Result:
Outstanding customer service generated over $1,000,000 service contract revenue annually.
Expanded territory 33% in 5 years. Maintained status as number 1 revenue-producer out of
4 regions 7 years.
• Coordinated and provided all technical support services for Alameda County’s
clinical billing network. Expanded existing network into a six site WAN. Provided
application software support, fault tolerance, and multilevel network user access security.
Trained all clinical sites end-users. Result: Generated $156,000 annual service contract
revenue.
• Planned and completed 135+ Y2K hardware/software compliance upgrades.
Result: Zero regional interruptions to customer billing systems and cash flow.
• As national trainer for $multi-million start-up company, co-developed 50+
page training manual, installed and tested hardware, and trained end users. Result:
Transitioned offices from paper to electronic billing.
EXPERIENCE
Service Representative, Impact Merchandising Livermore, Ca. 2006-2009
Retail Merchandiser, Prism Retail Services Anaheim, Ca. 2004-2006
Investment Manager, Self Employed Antioch, Ca. 2000-2004
Account Representative, Datamedic Corporation Hauppauge, NY. 1989-2000
Customer Training Representative, N.T.C Norwell, MA. 1987-1989
EDUCATION
B.A. West Chester State College, West Chester, PA
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