Sales Customer Service
Resume:
Tom Wilkins
***********@*****.***
www.linkedin.com/in/tomdwilkins/
Summary
Technical professional with sales, management, help desk, facilities and infrastructure design-maintenance. Performed on site and remote services to small and large systems of technology with little or no direct supervision throughout a multi-state territory. Marketed technology products to big box retailers and the store level by building brand advocacy to store associates and customers. Trained associates, managers, and customers on key product differential features to enhance current sales and create future opportunities. Skills include:
Essential Selling
Skills
Mastering Negotiation Identifying and
Resolving Conflicts
Windows OS-8 Macintosh X-OS i-OS
Windows Server OS MS Office 2K-10 & 11 Adobe In-Design Professional Experience
Apple Inc. 2013 – current
High technology giant
At Home Advisor
Provided support to customers of Apple and their computer products through on line chat globally, remote networked support
• Provided superior support to customer in English from anywhere globally. This is done by projecting empathy to customers, concise accurate diagnostic assistance, clear explanation of the facts without boredom inducing details.
• Participating weekly in on-going technology skills development and improvement in ever changing world Market Source 2007 - present
Outsource marketing and promotional services
Area Sales Representative
• Worked with major retailers of technology in Central AR selling directly to end customers, training associates, management relations, product demo, display management, training events for large and small groups
• Inventory counts for sales, POP merchandising, literature distribution, display maintenance Hewlett-Packard 2011 – 2013
World’s largest maker of technology
Customer Service Tech 3
Provided support to end level consumers of HP computers via phone, remote login support, and email information with training materials
• Achieved high level of customer satisfaction getting consistent customer highly satisfied ratings and with a corresponding very low level of unhappy customer-usually outside of the agents control
• Mentored fellow agents on technical issues, assisted in training, met or exceeded sales goals as team and individually
Tom Wilkins Resume
EAST Initiative 2009 - 2010
Educational technology organization
Director of Technical Support/Implementation
Managed all support functions for tech labs found in over 150 schools throughout US
• Delivered technology based presentations to groups and individuals
• Performed as purchasing agent activities for organization by developing technology specifications, establishing and maintaining vendor relations, bidding, and all procurement activities for the organization and for its customer base
• Worked with new programs throughout Arkansas as they moved through the implementation process, from initial inspection to final installs by scheduling and performing the installation of all new labs and technical visits to existing labs.
• Supervised web site development, network support, and internal/external computer user support while maintaining EAST computers, training and presentation equipment Sheridan School District 2000 - 2009
1500 student K-12 institution in Central AR
District Technology Specialist/Coordinator
Managed technical support and project management of technology throughout the school district of 1500 students, 7 buildings, and 2 cities
• Technology purchasing agent, developing bids, vendor relations, inventory, payment approval, budgeting, technology planning, deployment of new equipment
• Help Desk support, Active Directory Server and Mail server management, inventory control, hardware repair both in-house and contracted
• Trained in the classroom and individually on various technology resources and software
• Responsible for designing the physical network which incorporated new school construction work and additions and the implementation of a district wide network rehabilitation upgrade plan for all facilities
• Hardware trouble shooting skills with: server class, desktops, notebooks, pad devices, plotters, laser, copiers, and inkjet printers, network switches, firewalls, routers, wireless points, network topology from copper and fiber
Other Experience
Field Engineer, Trainer and presenter, sales and customer support for several different computer retailers, Apple Inc., Crossmark, Compass Learning Corp., Savers Federal S & L, Micro Computer Center, and CBM Information Systems
Education
Graduate from the University of Central AR - BS in Communications; Minor in Marketing, 24 Hours towards completion of coursework in Computer Science at University of Central AR, On going continuing education coursework through online resources of: Skillport, and Lynda primarily in soft skills into sales and marketing
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