Raymond Rawls
Green Cove Springs,FL
Summary
Technical Support and Customer Service professional pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
What you get: An Individual with over a 2 decades of experience in resolving technical issues for domestic and international customers. Proven leader who has received major company awards for outstanding Issue Resolution and Customer Service. Skilled in delivering accurate and concise information, with a conserned, friendly and positive demeanor. Available immediately for either a remote Technical Support or Customer Service position.
Overview
44
44
years of professional experience
Work History
Senior Technical Support Specialist
Keysight Technologies CoS
02.2013 - 12.2022
- Assisted domestic and international engineers in identifying specific technical issues and recommended correct parts for HP, Agilent, and Keysight oscilloscopes, analyzers, frequency/waveform generators, and digital multimeters, improving issue resolution efficiency by 99%.
- Coordinated with production management on changing the status of Trade Restricted parts, enhancing compliance and operational efficiency.
- Improved customer satisfaction by providing advanced technical support and troubleshooting complex issues.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
Senior Tech Support Specialist
Sprint Business Wireless Comm
08.2008 - 12.2012
- Quickly identified and resolved business customer’s technical issues, improving issue resolution efficiency by 99%
- Troubleshot end user’s Voice, Data, Direct Connect devices, and network tower issues, maintaining a high level of product knowledge
- Awarded the prestigious “2009” & “2010” Crown Club for consistently high issue resolution and outstanding customer service based on customer surveys.
Owner and General Manager
Lightning Graphics
02.1994 - 07.2008
- Developed an effective business plan, established capital budget, and purchased capital equipment, enhancing operational efficiency by 92%
- Scouted locations for a storefront, considering exposure and signage demand, leading to a 75% increase in customer foot traffic
- Created a competitive product and pricing structure, establishing a company operating budget, resulting in a 35% increase in profitability.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Trained and motivated employees to perform daily business functions.
Sales Manager
Remarkable Scoring Systems
08.2004 - 07.2008
- Developed a nationwide marketing strategy for new business development, opening new markets in California, Arizona, Texas, and Florida, increasing market reach by 26%
- Created Stay & Play packages that partnered hotels with local golf clubs, enhancing product offerings and increasing customer satisfaction rates by 14%
- Managed travel budgets and revenue goals for Salesforce, ensuring financial targets were met and exceeded by 12%.
Sales Manager
Best Buy
09.1998 - 04.2000
- Reviewed and evaluated performance of each sales team member, identifying strengths and weaknesses, and reassigning individuals to departments that fit their specific aptitudes, resulting in breaking store revenue goals by $17m
- Consistently achieved top two percent in sales, warranty percentage, and attachment percentage, with customer service surveys above 97% satisfaction, 7% higher than company average
- Directly responsible for winning 8 straight BEST OF THE BEST District Awards and 3 Regional Awards, and being recognized as one of the Top 10 Best of the Best Managers for 1999.
A&P Mechanic / Flight Line Service Tech
Continental Airlines
04.1992 - 06.1994
- Flight Line Service Tech – Ramp Stapleton Int
- Airport while attending A&P School
- Enhanced safety standards by diligently following maintenance guidelines and FAA regulations.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Upheld strict quality control measures during all stages of the maintenance process, minimizing errors and rework costs.
Field Engineer- EIC (Engineer-In-Charge)
Control Data Corporation
01.1979 - 01.1991
- Troubleshot IBM Mainframe Computer Systems to component level, ensuring optimal performance and reliability
- Managed the installation of a $6.2 million banking data center at Citicorp Denver, enhancing operational efficiency and data security
- Monitored construction methods and installations, inspection and testing processes.
- Established rapport with clients by maintaining open lines of communication and addressing concerns promptly and professionally.
- Managed multiple projects simultaneously, demonstrating strong organizational skills and adaptability under pressure.
- Troubleshot system malfunctions using state-of-the-art diagnostic tools, quickly resolving issues to minimize disruptions in service.
Education
Associate of Applied Science - Aviation Maintenance Technology
Colorado Aero Tech
04.1992
Associate of Applied Science - Electronic Engineering Technology
Denver Institute of Technology
07.1979
Bachelor of Science - Production Management
Metropolitan State College
Denver CO05.1987
Skills
- Experienced in Microsoft Word
- Proficient in Microsoft Teams
- Office 365 Proficiency
- Customer Support Expertise
- Advanced Troubleshooting
- Expert problem solving
- Application support
- Customer service
- Remote technical support
- Customer support
Timeline
Senior Technical Support Specialist
Keysight Technologies CoS
02.2013 - 12.2022
Senior Tech Support Specialist
Sprint Business Wireless Comm
08.2008 - 12.2012
Sales Manager
Remarkable Scoring Systems
08.2004 - 07.2008
Sales Manager
Best Buy
09.1998 - 04.2000
Owner and General Manager
Lightning Graphics
02.1994 - 07.2008
A&P Mechanic / Flight Line Service Tech
Continental Airlines
04.1992 - 06.1994
Field Engineer- EIC (Engineer-In-Charge)
Control Data Corporation
01.1979 - 01.1991
Associate of Applied Science - Electronic Engineering Technology
Denver Institute of Technology
Associate of Applied Science - Aviation Maintenance Technology
Colorado Aero Tech
Bachelor of Science - Production Management
Metropolitan State College
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