Customer Service Administrative Assistant

Zarrod Lee Russell

@: *************@*****.*** P: 601-***-**** linkedin.com/in/zarrodrussell

EDUCATION:

Computer Science

Holmes Community College - Ridgeland, MS - (August 2016 -- August 2018) – Graduated Computer Science

Mississippi State University – Mississippi State, MS – (August 2010 – August 2014) SKILLS & TECHNICAL COMPETENCIES:

- Provides excellent customer service and yields top first call resolution metrics

- Exceptional troubleshooter; able to independently research and use resources to solve issues

- Experienced in repair and upgrade of desktops, laptops, mobile devices and other varieties of hardware and software (Windows, Mac OS, Linux)

WORK EXPERIENCE:

Administration Support / Driver

Amerit Fleet Solutions/AT&T – Jackson, MS – (December 2017 – March 2020) o Drives an average of 75 miles per day; assigned to travel to and from multiple AT&T work centers with fleet vehicles for maintenance and repairs.

o Provide backup support to Administrative Assistant and Office Manager using various office functions. o Use of macOS and iOS devices to update MyFleet databases with reports on dealing with vehicles/trips Customer Service Specialist / Geek Squad Consultation Agent Best Buy – Madison, MS – (February 2016 -- November 2017) o Greeted and provided a consultation on device drop-offs to determine the level service needed. o Performed client education in communicative terms that made understanding their issue easy for the client to understand.

o Maintained Precinct operations that involved processing unit shipping and receiving. o Engaged customers using soft skills while solving issues, providing end-to-end solutions with fast and accurate processing of transactions.

o Processed returns, exchanges, financing, service requests and defective products. Tier 1 & 3 Help Desk Agent

Riverway Business Services/NRG - Houston, TX - (February 2015 -- February 2016) o Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues in office. o Maintained 200 desktops for NRG; password resets, data transfer, email setup and upgraded Windows systems. o Consistently applied knowledge required to perform technical and procedural aspects of the position. Customer Service Agent/Help Desk Agent

Comcast ASC - Madison, MS – (June 2012 -- January 2015) o Provided first-level technical support to end-users using active directory and other ticketing software. o Performed troubleshooting techniques OTP and via chat. o Diagnosed network and network device issues and educated customers on use of devices. o Excelled in asking probing questions and researching, analyzing and rectifying problems in a timely manner.

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