Sales Technical Support

BRIAN CARDIELLO

** ***** **** • Hicksville, NY **801 • 516-***-**** •

c *************@*****.***

SENIOR HELP DESK / TECHNICAL SUPPPORT PROFESSIONAL

• Accomplished Senior Support and Help Desk professional with 12+ years of experience in Computer

Operations, Technical and Customer Help Desk support.

• 5 Years of system/software integration experience in large data transaction centers.

• 12 years providing Help Desk support to thousands of users nationwide on point-of-sale software

systems, earning a solid reputation for productivity, complex problem resolution and professionalism.

• Exceptional problem solving skills with the ability to effectively communicate with customers by

phone, email, in-field, and web-conferencing.

SKILLS PROFILE TECHNOLOGIES

Languages: HTML, JavaScript, PHP, Visual Basic, UML

Content Management Systems: Joomla

Databases: MSSQL, MS Access

Operating Systems: Windows, Apple

Software: MS Office products

PROFESSIONAL EXPERIENCE

EVO MERCHANT SERVICES, Melville, NY

AVP MOBILE AND SYSTEM INTEGRATION, MARCH 2010 – APRIL 2013

Provided third-level technical support training and installation on all Point-of-Sale backend support

systems for all EVO regional sales teams. Additional support on all internal software systems, ticketing

and knowledge based systems.

• Lowered customer and merchant attrition by introducing new techniques to EVO support and

helpdesk teams.

• Promoted to assume additional responsibilities’ as Techinical Director providing guidance and to

help help-desk staff

EVO MERCHANT SERVICES

DIRECTOR OF TECHNICAL SERVICES, JAN 2005 – MARCH 2010

Managed the Technical Support and Helpdesk Client divisions for all of EVO Merchant and Sales

divisions, including all customer/Merchant, Customer and client divisions worldwide. Provided strategic

direction, oversight for operations, customer advocacy, and service consultation for EVO Regional

offices.

• Designed a new staffing schedule to implement a 24-hour support team and reduce

cost of overtime.

• Maintained PCI updates to ensure EVO was compliance by the PCISericutyStandurd

team.

• Maintain communication with all EVO support satellite teams

• Created and maintained a knowledge base system with all EVO external sales and

technical team.

• Implemented a new client support team responsible for all high-end clients, for both

merchant and sales support.

• Created new policies and procedures to ensure all internal support teams were trained

on all PCI Security and Standards (Payment Card Industry).

• Created support organization responsible for delivering POS Tier 1 – 5 support to

140,000+ clients.

• Established SLA (Service-Level Agreements) for Technical Support and Customer-

Services divisions supporting US and Canada clients.

EVO MERCHANT SERVICES

TECHNICAL SUPPORT ANALYST, JUN 1998 – JAN. 2005

Resolve all client’s technical problem by e-mail and phone. Assist sales teams with POS configurations

and internet connections. Instructed merchants on how to use POS devices

Supported all merchants and various sales entities on in the US and Canada on Point-of-Sale software.

Maintain and updated the EVO Knowledge base systems. Provided reporting to EVO Management on

customer and merchant phone calls and email tracking through the Avaya Reporting System to maintain

satisfactory SLA for all support personnel.

• Trained all new client support reps on the various software tools used to program and

troubleshoot all Point-of-Sale devices and software.

• Trained all external sales reps on the various equipment used by merchants to help

them establish which equipment/terminal should be provided to a potential new

merchant.

• Collaborated with bank processors and merchants to locate missing funds, handle

settlement issues, and troubleshoot network connectivity issues with bank processors

and various Payment gateways.

• Worked with Point-of-Sale terminal vendors on reporting all POS software and

hardware bugs.

• Aided merchants and Web developer teams in integrating products on merchant

websites and shopping carts.

• Troubleshot code on e-commerce Web sites, educated users on the functions of the

software, and answered presale questions related to payments, products and update

and change processor platform information.

EDUCATION

B.A., Computer Information Systems • Saint Leo University • 2001

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