Customer Support Representative

Steven M. Rivera *** Greeley Avenue Sayville, NY *1782

********@*********.*** H 631-***-**** C 631-***-****

CAREER OVERVIEW

An Excellent Record of Accomplishment in Customer Service, Sales Support, and Training. Solid Communications Skills at All Levels with a Strong History of Problem Solving and Client Satisfaction.

PROFESSIONAL EXPERIENCE

Neulion, Inc., Plainview, NY Dec 2008 – Jan 2010

IPTV Service Provider

Sales and Customer Support

• Utilized help desk system to monitor all shipments and operational issues with our set top box clients.

• Created training documentation for our Titan content management system. Trained and demonstrated the Titan CMS using GoToMeeting. Created Power Point presentations and held GoToMeeting Webinars.

• Guided clients through the entire process of designing and implementing their streaming video services.

• Worked closely with the warehouse and monitored inventory.

Chyron Corporation, Melville, NY Nov 1982 – Nov 2008

Manufacturer of Broadcast Television Graphics Equipment

Customer Support Services for the ChyTV Digital Signage Division-Apr 2005 – Nov 2008

• Managed Phone Support, Help Desk, incoming repairs and all training for ChyTV: Digital Signage products.

• Handled high volume phone inquiries and responsible for daily e-mail correspondence with clients.

• Resolved customer’s operational and technical issues on the phone.

• Tracked inbound/outbound Shipments.

• Issued Return Authorizations for warranty and non-warranty repairs.

• Responsible for training ChyTV Dealers and Reps either On-Site or On-Line using Webex for remote PC access.

• Sold ChyTV software upgrades.

• Sold Digital Signage Equipment both Hi Def and Standard Def

• Sold, scheduled and provided training for ChyTV applications

Customer Service/Support Engineer-Mar 1990 - Apr 2005

• Traveled internationally (Europe, Asia, South America and the Middle East) to install broadcast equipment and trained clients to operate and support equipment.

• Extensive 24 hour phone support. Diagnose and troubleshoot operational and technical issues.

• Sold system Hardware Upgrades

• Sold Hardware and Software Maintenance Agreements.

• Supported In-House sales staff to increase revenue.

• Install and support Chyron equipment at major trade shows.

• Track all repairs on equipment and return to customer in timely fashion.

COMPUTER SKILLS

• Windows XP

• MS Outlook

• MS Word

• MS Excel

• Lotus Notes

• GoTo Meeting

• WebEx

EDUCATION

Nassau Community College, Garden City, NY

Computer Math Courses

Suburban Technical Institute, Hempstead, NY

Certificate in Digital Computer Technology

NEW HORIZONS COMPUTER LEARNING CENTERS, Deer Park, NY

Received A+ Certification

REFERENCES

Available upon Request

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