Keith Kulwicki Email & Phone Number

Columbus, Ohio Metropolitan Area

Columbus, Ohio Metropolitan Area

• A self-employed professional who developed and maintained computer programs for clients.• Performed troubleshooting and routine maintenance on computers, mobile devices, and related equipment for clients.• Wrote code, reviewed existing software, made suggestions for improvement, tested products, wrote user manuals, and made sure systems were running correctly. • Communicated with clients to deliver quality software projects and followed up with them to ensure that the customer was happy with the work.• Developed custom front-end HTML, CSS, Javascript & Wordpress websites.• Beta-tested pre-release application software.• Provided 1-on-1 technical support via chat, email, phone, and in on-site for end users.

Columbus, Ohio Area

Syracuse, New York Area

Provide complex ordering, provisioning, billing and troubleshooting support for voice and IP-based products and services for Fortune 500 Global Businesses, Healthcare, Education, and Government accounts. Serve as a liaison between customers and account team members. Maintain excellent order accuracy while meeting critical customer due dates through effective time management. Manage multiple large projects simultaneously from start to completion. • Continuously met and exceeded established deadlines and client expectations for resolution by developing strong linkages and relationships with a variety of internal and external groups responsible for provisioning and supporting services.• Perform contract analysis with each client to certify FCC, state and AT&T Service Guide compliance, to ensure order-inventory-billing accuracy, and to confirm dispute resolution in accordance with Sarbanes–Oxley. • Increased work center productivity and client satisfaction scores and decreased AT&T revenue loss: o Based on the needs of the company, independently developed and designed an MS Excel based Dispute Form to capture information and support documentation in a consolidated manner that develops a holistic view of customer’s business needs, including records of proposals, contracts and network inventories across multiple platforms and product lines. By center director request, spearheaded the work center wide implementation, created job aids and led training sessions for 200 peers. o Selected by center director to be pioneering member of Aged Dispute Project to negotiate and resolve work center disputes that missed critical deadlines, and Call Taker Project to quickly and accurately identify client issues, first contact dispute resolution, reduce unnecessary, erroneous and misdirected disputes, and redirect client to proper support team if one-touch not applicable.

Columbus, Ohio Area

Identified, recommended and explained benefits and growth opportunities of products to meet needs and exceed expectations of existing and new clientele, attaining solid leveraging in competitive areas.• Defused client billing disputes, service issues and general complaints; developed mutually agreeable resolutions in a timely manner and transitioned to sales opportunity• Top performer who continuously met and exceeded established client satisfaction and performance quotas and objectives under constantly changing conditions in economy, technology and company strategy. o Led weekly team meetings for peer training and team building helping my teams consistently finish monthly #1 of 12 teams in center and top 10% nationally in performance o Acting team manager when manager unavailable; o Selected by center director to be pioneer member of DSL Sales Team, Web Hosting Sales Team and Mobility Sales Team to explain benefits of emerging technologies to non-tech savvy clients to help client’s business succeed in ever-changing environment and increase AT&T revenue growth. By center director request, created job aids and led training sessions for 250 peers when services were rolled out center wide. o Consistent 100% client satisfaction survey score card o Multiple Perfect Attendance Award winner o Multiple #1 and reliably in top 10% in monthly sales performance o Multiple Gold Club Award winner for top 10% quarterly national sales performance o Multiple Diamond Club Award winner for top 10% yearly national sales performance

Columbus, Ohio Area

Directed 10-person retail sales workforce ensuring they were properly trained and knowledgeable of current product offerings. Empowered, encouraged, enhanced and maintained sales counselor behaviors and development. Monitored sales figures and assisted team members with sales techniques and complex transactions. Resolved customer concerns in a positive and helpful manner.

Cleveland And Columbus, Ohio Areas

Directly assisted customers and provide superior customer service with hands-on product demonstration and explanation of features and benefits to help consumers understand and purchase products and services best fit their lifestyles and drive industry growth. Ensures the proper house-keeping and organization of the store merchandise• Top performer who continuously met and exceeded established client satisfaction and performance quotas and objectives under constantly changing conditions in technology and company strategy.o Selected by district manager to be part of Grand Opening Team for three stores in expanding Cleveland, Ohio market and three stores when footprint expanded to Columbus, Ohio market in 1997. Responsible for providing leadership, project management and training new managers and associates pre-opening and a stabilizing influence for high-pressure grand opening and beyond.o Selected by district manager to be pioneer Icon Floor Manager, authority to perform sales manager floor duties and assist peers in sales negotiation and closure.o Selected by district manager for temporary assignments to low-performing stores to identify areas of opportunity to store management team and district manager and provide peer training and development to improve store performanceo Consistent 100% client satisfaction survey score cardo Multiple #1 and reliably in top 25% in monthly sales performance o Multiple President’s Club winner for top 10% yearly national sales performance

Software Engineering Certificate, Computer Software Engineering

Java, Spring, Hibernate, JavaScript, jQuery, HTML5, CSS3, Bootstrap, MVC, Responsive Design / Mobile Structured Query Language (SQL).

Education record

Sarbanes–Oxley Compliance Certification, AT&T HIPA Compliance Certification, AT&T Dispute Resolution Certification, AT&T Advanced Dispute.

Undergraduate Studies

Undergraduate Studies

Undergraduate Studies

Undergraduate Studies

Management Training

Web Design