1. Richard Keller
59 Edgewood Ave 4youblue@gmail.com (M) 603-702-0938
Haverhill, 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

2. • 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

3. • Installed network adapters and drivers for desktop workstations
• Supported ACR 2000 POS systems and network at 72 State-Operated retail liquor stores
EDUCATION
BA, University of Massachusetts Boston
References furnished upon request