Customer Service Design

Russell Theall

*** ********** *****, ****** ** **065

**********@*****.*** 508-***-****

Qualifications:

CompTIA A+, Network+ Certified IT Support Consultant seeking to apply technical skills and education in the IT Arena. Proven track record of providing effective solutions, excellent interpersonal, communication, organizational, and time management skills. Core Strengths:

CompTIA A+, Net+ Certified

Software Upgrades / Patching

PC Maintenance / Software

Installation

MS Office Suite / Adobe CS

CAD Applications (AutoCAD,

Inventor, Microstation)

Layout, Design and Presentation

Customer Service / Sales

SAP

Technical Skills:

Technical knowledge of Windows 7, 8, and 8.1 & hardware such as notebooks, desktops, tablets, Printers, scanners, and other peripherals

Technical knowledge of windows based software and configuration such as drivers, setting up share drives, connecting peripherals, and virus identification/removal

Utilize troubleshooting techniques and tools to resolve connectivity issues.

Database management and maintenance.

Call Center Experience / Customer Service.

Face to face desktop support and Phone Support.

Adaptability and flexibility

Problem analysis and problem-solving

Education & Training:

New Horizons Computer Learning Center – CompTIA A+, Net+, Sec+ Bay Path Regional Vocational Technical High School - SolidWorks 3D CAD Wentworth Institute of Technology - AutoCAD Certification Program Westfield State College - Bachelor of Science, Urban Planning Russell Theall

265 Shalebrook Drive, Powell OH 43065

**********@*****.*** 508-***-****

Employment History:

IT Consultant, Nationwide (Self-Employment) Jan/1997 - Present Face to Face IT Support, Phone Support + Service

SOHO Network creation and maintenance.

New system consultation, Wireless infrastructure support, Hardware upgrades, Data migration.

Avnet, Groveport OH Jul/2015 - Present

Technical Support Representative

Tier 1 Lead: Responsible for delegating work to other associates for Issue Resolution. Answer inbound calls received through an ACD queue and provide technical assistance to the caller based on program guidelines. Calls are handled quickly but with extreme care for detail and heavy focus on the customer’s experience. Calls included (but not limited to) are: hardware or software failure, software configuration, software installation, peripheral installation, network configuration, and field technician assistance.

Phone Based Support - requiring excellent verbal communication skills, outstanding problem solving, a positive attitude, and a willingness to help

Diagnosis of hardware is performed in a way which identifies the specific part(s) required to repair the failure

Maintain customer records by actively listening and document the caller’s purpose as well as resolution

Work is performed independently but may be in a group setting supporting the overall team goals

Multi-task to perform talk and type to expedite call flow avoiding agent down time

Meet program specific service level goals and objects including average speed of answer and call processing times

Delegate work from the Call Back Queue to other team members to assure the customer has contact and issue resolution promptly SafeLite Solutions, Columbus OH Mar/2015 – Jun/2015 Call Center Representative (CSR)

Provide customers with Support for insurance claims and First Notice of Loss.

Ensure unique, specific scripting is used for numerous Insurance companies. ShadeTree Canopies, Columbus OH Mar/2014 – May/2015 IT Support / CAD / Design Consultant

Upgrade and maintain work stations, new PC installs, software upgrades, network connectivity.

Maintain customer files/database through CRM system, (Designs, Renderings, Emails)

Direct contact for commercial and residential customer base. Russell Theall

265 Shalebrook Drive, Powell OH 43065

**********@*****.*** 508-***-****

American Eagle Outfitters, Pittsburgh PA (Contract Position) Oct/2013 - Dec/2013 Store Design / Drafting

Created and maintained working drawings and As-Built documentation.

Using AEO standards, created build sets for unique, site specific locations. Giant Eagle, Pittsburgh PA Oct/2012 - Oct/2013

Store Planning / Drafting

Prepared plans for new construction, remodels, and expansions.

Developed plans following standards to ensure customer requirements are maintained.

Genzyme, Framingham MA (Contract Position) Oct/2012 - Oct/2013 CAD Drafter / Designer II

Provided engineering design and CAD drafting functions and software maintenance.

SimplexGrinnell, Westminster MA Aug/2010 - Jan/2011 CAD Drafter / Designer II

CAD Drafting and Design work. P&ID’s, schematics, Floor plans. Schott North America, Southbridge MA Mar/2008 - Aug/2010 Drafter / Designer

Drafting and Design: Medical and Military applications. CGIT Systems, Medway MA Nov/2006 - Mar/2008

Designer/ Design Drafter

AutoCAD 2D & 3D Gas Insulated Bus-Duct plans and layouts. LAN-TEL Communications Inc., Norwood MA Jul/2005 - Nov/2006 Designer/ Design Drafter

Design and Drafting: Telecommunications, MEP, Fire Security. ITT Technical Institute, Norwood MA Apr/2001 - Jan/2002 CAD Instructor - Computer Aided Drafting and Design Program

Assisted students with CAD skills and mastering the software packages, provided content to prepare students for on-the-job work assignments and deadlines.

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