Customer Service Support

RUSSELL JONES

ac8eqh@r.postjobfree.com 734-***-**** **20 Fairfield, Virginia Beach, VA 23464

Summary Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors. Skills Troubleshooting proficiency

Exceptional telephone etiquette

Patient and diligent

Coursework includes Computer Programming

Accomplished with mobile devices

AWS Cloud Base Support

Proficient user of Jira, Zenndesk, Knowledge

base and other CRM software.

Experience Technical Support Representative 11/2015 - 12/2018 KBH Virginia Beach, VA

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Provided thorough support and problem resolution for customers. Researched, documented and escalated cases to higher levels of support according to internal procedures.

Developed documentation for common processes for both support staff and end-users. Resolved customer complaints and concerns with strong verbal and negotiation skills. Developed and maintained positive customer relationships. Senior Technical Support Specialist/ Service desk Manager 06/1996 - 10/2015 McKesson Pharmacy Systems Livonia, MI

Walked customers through the process of installing software or hardware onto their machines and starting up programs for the first time.

Assumed remote control over customers' computers when necessary to resolve problems. Wrote and updated online and hard copy training manuals on various software packages that were used within the company and at remote offices. Maintained quality-focused performance benchmarks and schedules when directing project teams.

Oversaw the development, testing, and rollout of a complete suite of Web-based software solutions.

Analyzed project requirements to find bugs and eliminate issues within a timely manner. Handled special projects designated by the senior developer. Managed onsite testing for customers as required by the project's specifications. Developed and managed project plans while providing status updates to management. Created an in-house training program enabling employees to maintain and improve their skills in various types of software packages.

Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.

Led design presentations to product management team of 30. Worked closely with clients for the duration of projects. R

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Education and

Training

Associate of Science: Computer Science 2003

Henry Ford College Dearborn, MI

Accomplishments Received award for customer service recognition and ability to work well with the other team members.

Exceeded monthly goals by successfully handling more than 200 calls per week. Promoted to Subject Matter Expert in 2000.

Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business.

Database Maintenance

Assisted in the managing of the company database and verified, edited and modified members' information.

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Promoted to Level 3 Technical Support in 2002.

Promoted to Support Team Lead in 2005.

Multiple technical awards for work performance.

Product Sales

Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Received 1 which has only happened 2 other times at McKesson “exceeds expectations” ratings on performance reviews.

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