Sales Technical Support

Charles Graeme Cree

**** * ** ***, #**** Phone: 512-***-****

Austin, TX. 78726 Cell: 512-***-****

E-mail:

**********@***.***

SUMMARY: Over fifteen years progressive experience in the information

technology field, with an emphasis in Record Management, Technical Support

and Inside Sales. Excellent verbal and written communication skills, with

particular proficiency in coordinating and communicating complex ideas.

KEY SKILLS/COMPETENCIES: 80 w.p.m. typing speed. Desktop and laptop

computer troubleshooting, assembly and repair. Experience operating and

troubleshooting MS-Dos and Windows Operating Systems. Home website

creation. Experience coding in HTML. Creation and maintenance of cable

and wireless home networks. Experience with Microsoft Office. Created and

maintained online parts lists. Creation and editing of training handouts.

Extensive Inside Sales activity.

DELL, INC., Austin, Texas: (2013)

University Sales Account Manager

. Created contact lists of University Department heads in Southeast

Region, and updated existing lists.

. Called into accounts to try to negotiate providing them with Dell

Student Discount Fliers to include in their Orientation Packets. Also

to supply them with electronic fliers in .pdf format for posting on

Social Media pages.

eVAPT, INC, Austin, Texas: (2011-2012)

Inside Sales and Customer Support Rep NOV 2011 - NOV 2012

. Effectively performed 1st line Customer Support for existing

customers, and documented and categorized problem issues for

resolution by off-shore Technical Support teams.

. Researched and developed customer prospect lists for company solution

and products.

. Called into accounts in an Inside Sales capacity, qualifying the

account, and scheduling next step action plan for Enterprise Sales

Team members.

. Assisted in the development of marketing scripts for webinars, and

delivered recorded presentations and demos for publication on eVapt's

website and YouTube.

. Scheduled and coordinated solution demonstrations, including post-demo

follow-up activities.

FARMERS INSURANCE, Austin, Texas: (2010-2011)

Technical Helpdesk Representative. SEP 2010 - SEP 2011

. Perform telephone support for hardware and software issues on both

Desktop and Notebook computers.

. Provide technical support for Farmers-specific software and website

applications.

. Provide helpdesk solutions to customers, including password resets,

writing and creating trouble tickets, and dispatching them to the

appropriate resolution centers.

. Perform Recovery of lost insurance transactions from the Farmers'

mainframe.

UNISYS, Austin, Texas: (2007-2010)

Technical Helpdesk Representative. OCT 07 - AUG 2010

. Perform 3rd party telephone software and hardware technical support,

troubleshooting both Desktop and Notebook computers, running Windows XP

Professional Edition.

. Provide helpdesk solutions to customers, including password resets,

writing and creating trouble tickets, and dispatching them to the

appropriate resolution centers.

. Provide service to customers calling from Business Objects, and Unilever

Corporations, and from the Transportation Security Administration

DELL, INC., Austin, Texas: (1995-2001, 2003-2007)

Consumer Hardware Warranty Support Queue, OCT 05 - OCT 07

. Performed telephone hardware technical support, troubleshooting both

desktop and notebook computers, running Windows XP and Vista.

. Resolved hardware failure issues by setting up service to send parts and

technicians to customer's homes.

. Wrote logs in X-Track program, used by Microsoft Corporation to identify

bugs and issues with Windows, for the purpose of correcting them in future

Windows updates.

. Sold parts and service to customers to fill needs identified after

initial purchase of their systems.

. Dealt with escalated customers, de-escalating them by providing

explanation of warranty coverage, service solutions and troubleshooting

options.

. Participated in meetings to recommend departmental and procedural

improvements to management.

Consumer Helpdesk Sales Queue, JUN 05 - OCT 05

. Responsible for post-sales software service to customers at point of

need.

. Conveyed advantages of various service offerings to customers, up-selling

when necessary.

. Dealt with escalated customers, de-escalating them by providing

explanation of warranty coverage and service solution options.

. Recommended departmental improvements to management and key business

owners.

. Provided support to management to effectively improve the overall service

levels provided to the customer.

. Acted as a liaison between the customer, technical support, and financial

services when providing service.

Held Order Projects/Order Modification Queue, NOV 03 - JUN 05

. Processed and modified orders placed online and through Home sales.

. Responsible for project work for Home, Online and Refurbished Sales,

including working the Held Order Report, Fallout Report, and KANA e-mail.

. Communicated with customers via e-mail and outbound calls, assisting them

in modifying or placing their orders.

. Reported to management daily for project tracking.

. Helped test project tracking tools.

. Developed training decks.

. Served as Mentor for reps moving into project roles, and new-hire reps.

System Sales Superqueue, JAN 03 - NOV 03

. Sold new desktop and notebook systems to Home customers.

. Recommended departmental improvements to management and key business

owners.

. Managed intra-department records, such as the "Slams Across America"

contest information.

. Created new Dell Preferred Account accounts for qualified customers.

Harmony Website Maintainer, JAN 00 - FEB 01

. Compiled, collated, maintained and updated the Dell Spare Parts Website

Database.

. Edited parts descriptions, and organized into one master listing,

resulting in the capability to sell parts on-line.

. Analyzed and researched multiple parts listings to eliminate redundancy,

incompleteness, and contradiction of information.

ARB Refurbished Spare Parts Queue, JAN 97 - JAN 00

. Sold refurbished spare parts to Home and Major Accounts customers.

. Created, maintained and distributed parts lists for the group before the

creation of the Online Harmony List.

. Helped train new reps in all aspect of telephone procedures and

management.

DHS Technical Support Queue, SEP 95 - JAN 97

. Performed telephone hardware technical support for desktop computers and

Spare Part sales to customers.

. Provided all aspects of customer services including transfers, referrals,

setting up orders, and technical assistance.

. Trained new reps in all aspects of telephone procedures and management.

Dell Tools Used

. Dell tool proficiency: DOMS, Dellserv, RAMS, KANA, Harmony, E-Smart, Dot

Send, Order Broker 1/2, I-port, DPS, IDD.

. Other tools: Excel, Outlook, Word, Access, and PowerPoint

. 10 key and keyboard typing.

OTHER PROFESSIONAL EXPERIENCE:

2001-2002, Computer Nerdz, Austin, Texas

. Performed on-site PC troubleshooting and repair in customer's homes.

1991-1995, Texas Automobile Insurance Plan Association, Austin, Texas

. Data entry and 10 key.

Amarillo Design Bureau, Amarillo, Texas

. Proofreading of manuscripts for grammar and accuracy.

EDUCATION: Bachelor of Science from Texas State University.

Major: History and Education.

Minor: English.

AWARDS: Won a Most Improved Tech award in Dell Technical Support. Won an

award for selling most warranty service while in Dell System Sales. Won a

monthly award for most productive rep in Dell Cancel/Re-Enter Queue.

HOBBIES: US Chess Federation Chess Life Master. Wrote a series of short

monographs on Bobby Fischer for a small chess publisher. Wrote a computer

text adventure game which won an Honorable Mention in online Adventure Game

Contest.

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