Rich Rosell Email & Phone Number

Served as primary technical help desk contact, as well as providing24/7 on-call support and training in a constantly evolving onlineenvironment. Duties included technical problem solving on systemsand products essential to supporting digital content delivery acrossmultiple brands and platforms for one of the largest publishers oflocally based print and online media in the United States.● technical operational help desk support (remote)● highly skilled with complex Content Management Systems● solved technical issues, provided exemplary customer service, and managed problem resolution● liaison for internal development issues● supported training between end-users, development, vendors, management on system enhancements● developed quality assurance for new initiatives● prepared project management program for product launches● regularly collaborated across multiple internal departments and external providers

Managed and developed front-end design, creation andmanagement of a large roster of database-driven web sites for highprofile construction equipment dealers and manufacturers. As bothclient contact and developer, this position continually involvedmultiple simultaneous accounts, relying on extensive customercommunications and project management skills. Answered andtriaged requests for assistance in order to provide support.● interface design, development, programming and maintenance● technical support liaison for end-user operational issues● coordinate development of online marketing strategies● database management● created lead generation and sales support● team member in design and development of learning management system● departmental budget forecasting and management● developed and provided product training on back-end system enhancements● extensive HTML knowledge

Role was a combined technical and customer support position serving the direct marketing industry. As the primary client contact for large volume catalog accounts duties included analysis andinterpretation of complex instructions into technical processes.● coordination/development of client strategies to enhance marketing plans● liaison between sales, catalog print facilities and mailing list brokers● manage mailing campaigns that maximize postal discounts and budgets● strong PC and mainframe knowledge● experience with merge/purge, postal sortation and additional U.S. Postal Service regulations● developed and implemented projects to monitor and improve service levels● departmental workload forecasting and management

Delivered senior level customer service and technical support forthe Consumer Electronics Division, consisting of coordination andresolution of consumer problems, involving analysis and evaluationof technical, operational, and product warranty issues.● researched and evaluated consumer product usage problems and concerns● offered product training to consumer end-users● tracked and analyzed support team response times● assisted in development of projects to monitor and improve service levels● worked closely with end-user and technical service facilities to provide solutions

Bachelor Of Science, Marketing/Communications Management

Certificate, Computer Career Program