Rich Lithgow Email & Phone Number

Roanoke Rapids, Nc, Us

Roanoke Rapids, North Carolina, United States

Created a profitable small business based on technology services including computer repair, web design, computer networking, and computer/technology training.Created business partnerships to eliminate the need for startup capital and provided a profit in the first year of business.Currently provides expert certified computer repair for the local area small businesses and residents both in-house and on-site.Designs and implements small business computer networks and repairs/upgrades existing home and business networks including wireless connectivity.Consults, Designs, and Develops web sites and Internet applications for local small businesses, Realtors, and churches.Provides graphic design services for printed materials, social media, websites, digital and print marketing.Provides photography/videography for print and digital marketing.

* Supervise, recruit, train, develop, coach and communicate with all associates and managers as well as assess performance * Effectively coordinate & manage sales activities * Stay current on new technologies and ensure associate understanding * Ensure a positive customer experience * Achieve store level earnings and sales goals * Ensure company presentation standards are met * Supervise store security and safety * Maintain adherence to all company policies and procedures * Supervise in-store computer repair and technology services

Assists in supervising the day to day activities of the contracted satellite installation technicians.Assists in operations of installation services including satellite, high-speed Internet, home theater, and computer networks.Manages and performs all computer sales, services, and support for both the company and the customers.Assisted in obtaining an Alltel agent contract. Manages all aspects of the Alltel department including advertising, inventory, sales, training, and financial reporting.

Repairs computers and inspects electronics.Sells computers and computer services. Provides expert customer service for technology products.

Handles operational & technical production issues escalated by first tier technical support group.Monitors system for consistent usage and corrects/reports inconsistencies & problems.Administers general CRM system functions (Employees, Responsibilities, LOVs)Designs & develops reports by working with business leads.Processes Name change, New Hires, Terminations and property changes in Siebel(CRM), NT, Exchange, Connectivity and Remoteware Environments.Liaises with the tech support group ensuring bugs identified at the Help Desk level are documented and communicated to the development team for debuggingLiaises with C3i departments (i.e.: Helpdesk, Rollout, Professional Services) when they engage C3i clients.Assist (i.e.: Helpdesk, Lead Admins, application maintenance, Production Services) with new clients.Implements and maintains system monitoring and performance measuring tools in support of systems covered under the agreement as needed.Assists C3i operations team with specific subject matter expertise to provide operational and maintenance recommendations that will provide increase customer satisfaction. Assists Level-2 problem in identification, analysis, diagnostics and resolution of problems in the areas in scope of this agreement.Performs periodic scheduled systems maintenance and audits of supported systems.Assist with the creation of new working specifications for the implementation of added or new system services that are in scope of this agreement.Projects include assisting the reporting manager developing report automation and assisting the engineering team with subject matter expertise.Designs and develops multiple windows applications/tools to increase productivity and automate tasks.Ability to work independently and take initiative to identify opportunities for system improvements.

Level 1 and 2Provides second level phone support for over 8000 remote users who use IBM T and X series laptops. The support scope includes:Microsoft Office 2000 walkthroughs.Dial-Up Networking using third-party software and windows dial-up networking.VPN using Nortel Networks Client.Troubleshooting broadband connections with Linksys routers connecting multiple machines to DSL or Cable internet.Five different versions of custom Siebel 2000 customer relationship management (CRM) systemsHardware troubleshooting for the laptops, HP Deskjet and Officejet printers, PKI Tokens, RSA SecurID Tokens, USB Hubs, and Linksys BE series routers.Outlook 2000 support connecting to exchange server 5.5.Completing detailed administrative requests for exchange account maintenance, Cisco account maintenance, active directory profile maintenance, RSA SecurID (response only token) accounts, PKI upper level administration requests, and Siebel related requests.Reviewing call logging data for quality assurance and trend finding purposes. Assist the supervisor with supervision of the call floor for 20-25 Level I technicians as needed. Prepare end-of-shift reports to advise management of Help Desk activity.I also hold responsibilities for mentoring inexperienced employees to assure the team performance level is at its best. I help with one-on-one sessions as well as help in-group training. I monitor and send updates for the knowledge base of technical information and walkthroughs to be used as reference for the entire team. I hold project responsibilities for a help desk quick reference data sheet and shipping policy matrix for the five operating companies supported. I manage my own time to result in the most productive day.

Responsibilities include: Supervision of a sales staff consisting of 7 associates; Cash management; Customer Service. Assists in training/mentoring new employees with technical and sales skills.

Part-time Internet development business. Created web sites for local ministries and small businesses. Provided in-home training for Microsoft Windows 98. Designed and built all computers and networks used by the company.

Certificate, Computer Networking & Repair

Computer Science/Engineering