Aryeh Goretsky

OBJECTIVE:  To provide your company with superior technical support
            services and management.

EXPERIENCE:

2001–Present     Goretsky Enterprises     Colorado Springs & San Jose
Owner


Tested, wrote documentation, created installation program, and
provided support for Windows-based VPN program.

Repaired, upgraded, and maintained laptops, PCs and servers for SOHO 
users and small businesses, including real estate agencies, web
developer, and wireless ISP.

Recovered data from PCs, laptops and CD-ROMs.

Built and maintained custom computers for front-office, web
developer, gamer, and HTPC use.



1995–2001     Tribal Voice     Colorado Springs, CO
Director, Support


Created technical support department during growth of 15-45% per
month of customer base (9.5 million users total)

Recruited, trained, managed, and evaluated 9 technical support
engineers, quality assurance engineers, and technical writers.

Established mentoring program to allow experienced customers to
train and assist new customers—which saved company money by reducing
staffing needs as customer base expanded.

Created and maintained automated response system for e-mail, which
decreased need to hire additional support engineers

Wrote product documentation, FAQ’s, and licenses and support web
site for products

Determined need for, evaluated, deployed and supported laptops and
remote connectivity for executive staff

Set up quality assurance and technical writing departments



1989–1995     McAfee Associates     Santa Clara, CA
Manager, Technical Support


Created technical support department to manage 30 million customers.  

Recruited, trained, managed, and evaluated 20 technical support
engineers, customer service reps, and technical writers

Created cross-departmental sales-training program which trained
groups of 8 to 12 sales people over 3-day period resulting in
improved product knowledge and ability to close sales

Set up AOL, BBS, CompuServe, and Internet forums to provide support
to customers, with 95% same-day turn-around

Wrote product documentation, FAQ’s, license agreements, order forms,
and quarterly newsletter for company’s products



EDUCATION:

1990-1991       San Jose State University       San Jose, CA

Pursued a degree in Geography.



1989–1990	De Anza Community College	Cupertino, CA

Pursued a degree in Geography.



OTHER:


Awards in 1993 for Best Department, Technical Support, and in 1994
for Best Team, Sales Training

Technical editor of three books on computer viruses

Winner, 2001 Tribal Voice Chili Cooking Contest

Master-level scores on BrainBench Computer Technical Support (4.03)
and Computer Fundamentals (Win95/98) (4.46).  Transcript ID#3392226



INTERESTS:

Cooking, computers, pets, reading, walking

REFERENCES:

Available upon request.

Document last revised 1 April 2003 5:30PM