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					Richard M. Washburn
4319 Reflections Blvd. N. #104, Sunrise, Fl. 33351
754-368-7424
rich@richwashburn.net

Summary                Resourceful customer relationship manager with 10 years experience in high tech,
                       customer centric environment. Design and development of new products. Strong
                       strategic thinker and team builder.

                          Customer Relationship Management
Areas of Expertise
                          New Product/Service Development
                          Technical/Product Support
                          Problem Solver
                          Creative Thinker

Experience             SmartMD                                                             Nov.’04-Present
                       Systems Engineer, Field Sales Support, Marketing Strategist, Web Development/SEO
                       Administer, build and service critical systems. Purchasing and implementation
                       of hardware, software, and services. Manage redundant systems and co-
                       locations. Design and assisting in development of medical records software.

                       Provide field support for sales teams in California , Kentucky, and Indiana.
                       Develop marketing strategies for new products and services.
                       Responsible for support and development of marketing and promotional resources.

                       Office to Go Business Solutions                                             2002
                       Customer Service Representative, Call Center Manager
                       Managed call center operations in a small telecom support center. Coordinated
                       field service/install technicians and routing. Handled customer escalations and
                       problem research.

                       The Answer Group                                                         Jan.’95-2001
                       Account Manager
                       Managed all aspects of customer fulfillment, technical support, and human
                       resources for TAG’s most prestigious account. Organized and headed front line
                       problem research/solution development team credited with solving 83% of
                       issues previously escalated to product engineering.

                       Developed ongoing training for support staff resulting in a higher standards for
                       internal & external customer satisfaction and first call resolution surveys.
                       Designed and co-authored web based software simulators and a knowledge
                       base used by call centers in N. Carolina, Canada, & Ireland.

                       Operations and Technical advisor to CEO, CFO, & senior staff.

                       Established and headed quality assurance team responsible for gauging support levels.
Additional Skills

Software

       All Windows operating systems
       Microsoft Office (including FrontPage, Visio, etc.)
       Macromedia Suite (Fireworks, Dreamweaver, Flash)
       MS Exchange, Multimedia Builder, FBSL, Autoit, Swish

Hardware

       PC’s & all internal components
       Printers, Scanners, CD/DVD authoring
       Wired & Wireless Networking, Routers, Blue Tooth
       Mobile computing, Embedded systems
       Solid state engineering, electronic components

Technologies

       Web development
       Audio & Video editing, Media distribution
       Desktop Publishing, Graphic design & Editing
       Streaming media (Server)
       Automation systems / Robotics
       Software development
       PC/104 Hardware




References available on request.
Additional information available at http://richwashburn.net/resume.

				
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