Richard Keller59 Edgewood Ave 4youblue@gmail.com (M) 603-702-0938Haverhill, MA 01832

SUMMARY

Customer focused Technical Support/Customer Service Professional with significant experience in technical customer support seeking new career opportunities in a Technical Support or Help Desk capacity. Committed to building productive relationships and maintaining customer loyalty. Strong written and verbal communication skills, and able to work in a fast paced environment. Able to multi-task, prioritize and work independently. Skilled in conflict resolution.

Skills Salesforce Windows XP, Windows 7, Windows 10 Microsoft Office Sales Support Customer Service Call Center Order Processing Trouble Ticketing Wireless device and SIM provisioning Wireless Sales and Support Voice over IP (VoIP)

WORK HISTORY

Customer Management Executive – Wyless / Kore Wireless, Lawrence, MA 10/2013 – 12/2016 Answer incoming calls, providing accurate and complete resolutions to customer

inquiries Identify and resolve customer technical issues for Machine-to-Machine (M2M) / Internet

of Things (IoT) product users Identify and escalate priority issues to the appropriate resources for resolution Create customer trouble tickets and order tickets from incoming phone calls Process SIM card and CDMA device activations, deactivations, and rate plan changes for

multiple US and International wireless operators Provision activated wireless connections in Porthos connection management platform Interact with wireless operators to resolve connectivity and provisioning/activation issues Create companies, price plans and customer contracts in Porthos account management

platform

Technical Support Assistant (Temp) - Wyless, Inc., Lawrence, MA 2/2013 – 10/2013 Create order tickets for wireless activation of mobile devices and SIM cards Perform firmware upgrades of Machine to Machine routers, modems, and USB devices Configuration, troubleshooting and testing of Machine to Machine devices Prep devices with custom configurations and prepare for shipping Prepare customer documentation and internal testing/verification documents

Technical Support Representative - BroadVoice, Inc., Billerica, MA 10/2004 – 5/2012 Pre-sales phone support for prospective customers Assisted customers with selection of calling plans and equipment options Supported customer home networking issues by phone and e-mail Troubleshooting of customer connectivity and call quality issues

Creation, tracking and resolution of trouble tickets detailing technical issues Submission of RMAs for replacement of defective equipment Implementation and support of Windows XP and Windows 7 desktop softphones Worked closely with Network Operations Center engineers to escalate or resolve issues

Retail Sales (Part-time) – Radio Shack, Plaistow, NH 09/2006 – Present Retail sales of home entertainment, home networking, components, cables, and

accessories Wireless sales and activation for Verizon, Sprint, and AT&T - new accounts and upgrades Assist customers with selection of handsets, voice & data plans, and accessories Sales of Radio Shack Protection Plans, and processing plans for covered products

Customer Service Representative - Danvers Industrial Packaging, Danvers, MA 3/2003 - 2/2004

Processed orders received via phone, fax and email Expedited and escalated priority and time sensitive orders Generated product quotes for new and custom products Processed Return Merchandise Authorizations Managed customer accounts Provided administrative support for Sales Department

Technical Support Engineer III - PictureTel Corporation, Andover, MA 2/2001 - 12/2001

Supported videoconferencing systems via phone and live videoconferencing Provided support for software and hardware upgrades Supported PictureTel Field Engineers and third party field support personnel Processed replacement orders for defective equipment Configured and troubleshot ISDN BRI/PRI and T1 inverse multiplexers

Technical Support Analyst - Vitts Networks, Manchester, NH 4/2000 - 1/2001

Telephone technical support in the Technical Assistance Center (Call Center) Supported DSL and T1 connectivity Supported DNS, IP routing, and email Provisioned email accounts, including setup and address adds and changes Supported customer premise routers and firewalls via remote configurations Supported web hosting

Technical Support Specialist IV - NH State Liquor Commission, Concord, NH 9/1998 - 4/2000

Installed Windows NT 4.0 Server and Primary and Backup Domain Controllers Converted 70+ PC’s from Windows 3.11 to Windows NT 4.0 Workstation Converted email accounts from Novell Groupwise to Microsoft Exchange Server Provided Desktop and LAN support for 70+ Liquor Commission staff Installed and supported applications software on desktop workstations Installed network adapters and drivers for desktop workstations Supported ACR 2000 POS systems and network at 72 State-Operated retail liquor stores

EDUCATIONBA, University of Massachusetts Boston

References furnished upon request