Bill Silver Resume

C C A (b) Computer Corp. of America

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Key Accomplishments Restructured entire support process: ✓ Increased customer satisfaction and support productivity ✓ Eliminated Level 1 support group

Special Accomplishment

Restructured support pricing: ✓ Raised software maintenance fees from 12% to 16% per year (with no lost customers) ✓ Personally obtained endorsement from the CCA User Group ✓ Increased net profit $800,000 in 1988 and $2,700,000 in 1989

✓ Created special support group ✓ Enabled support staff to fix bugs

✓ Integrated QA/testing, documentation and customer training into the support process ✓ Installed an on-line, problem status system for customers – and a tool for installing fixes. ✓ Delivered 288 classes to 3,000+ customers – $1.7M in education revenue ($100K over plan) ✓ Developed four, new, user manuals and 20 updates – $200K in revenues