Support Representative Agent
Resume:
RUSSELL TAVARES
********@***.***
SKILLS
• Fluent in Microsoft office suite, Skype as a troubleshooting tool, Zendesk, ServiceNow, Slack, Kustomer, Bomgar, GoToAssist, Team Viewer, All common browser/search engine combinations, VoIP clients, Citrix, emulation software, active directory
• Apple product line expertise, hardware, software, troubleshooting and operation. FaceTime as a troubleshooting tool.
• Type 50 WPM accurately
• Intuitive troubleshooting and insightful querying of customer issues; helpdesk, and technical support a specialty.
• Excellent ‘outside the box’ responses for unique problems
• Willingness to follow up a problem to its very end, even if it no longer falls under my responsibilities should the need arise, exceed expectations.
• Skilled microelectronics repair and replacement, owns tools of the trade
• Experienced in iDevice screen and battery replacements
• Applecare
EXPERIENCE
CHEWY
Site IT
February 2022 - April 2022
• Support local operations via maintenance of Windows CE inventory scanners, as well as desktop, label, thermal, and industrial printers.
• Windows 10 laptop imaging, troubleshooting, administration, and inventory control.
LOGICALIS
KornFerry Project
Windows Desktop Support Agent (Contract)
April 2021 - September 2021
• Support Executive Assistant roles with hardware, software, account, and authentication
assistance
• Respond in a timely manner to calls, VMs, emails, and internal messages to meet SLA.
CONCENTRIX
Avalon Project
Sales Representative
June 2020 - December 2020 (Contract)
• Small consumer electronics sales role in a PCI compliant at-home call center (chat) environment
• Collateral duty as internal technical support team for other team members’ password and access issues, 5-10 hrs/wk.
B3 CONSULTING
Spring Venture Group Service Desk Analyst II
January 2020 - March 2020 (Contract)
• Performed desktop and laptop windows and software installations
• Drove setup for new hire classes, accounts, security photos, and accessories.
• Modified Active Directory as needed.
• Single point of contact for all networking and desktop technology in Scottsdale satellite office, reporting to Kansas City MO headquarters.
TECH MAHINDRA
Aetna level 2 desktop support engineer
April 2019 - October 2019 (Contract)
• Strong knowledge of Windows 7/10, MacOS and services, Virtual desktop installation and troubleshooting and Remote Desktop support and resolution for remote customers.
• Provide Incident, SR Support and Asset Management Support, resolution, excellent skill in troubleshooting issues with desktops and applications
• Team environment experience with a variety of hardware platforms including HP, IBM, and Dell desktop technologies.
• Production Outage Support, Maintenance Support, and Video Conferencing Support as required
GRAND AVENUE BROADBAND/MACS R WE
ISP Installation Technician
May 2007 – May 2019 (Contract, part time)
• Interning in Apple computer repair & Troubleshooting
• Duties consisted of installation, aiming, repair or deinstallation of customer-premises equipment for wireless point to multipoint internet service, and occasional iOS device repair
CONCENTRIX
Avalon Project
Technical Support Representative
February 2018 – December 2018
• Second level Technical Advisor
• Working on Avalon Project
• Assisting with cellular and wi-fi capable device issues and customer education
• Worked on fixing Desktop and laptop computers
• Small consumer electronics support role in a PCI compliant call center environment
RING
Level 2 Technical Support
October 2016 - November 2017
• Consisted of scheduled appointments for issues originating within an end-user’s local area network
• Identified systemic problems in Ring products or software
• Supported frontline agent reference and social media team
Community Support Worker
July 2016 - October 2016
• Front-line community relations and product troubleshooting for the full product line of Ring video doorbells and accessories
PHOENIX INTERNET
Installation Technician
July 2015 - May 2016
• Installed, aimed, and repaired customer-premises equipment for wireless point to multipoint internet service, and occasional industrial backhaul and tower equipment
• Connected new customers to broadband wireless internet service
COMPUTER-EZE, LLC
Repair and inventory (Contract)
September 2013 - January 2014
• Clerical/Technical position involved Computer repairs, and Inventory classification
VIRTUS COMMUNICATIONS
Project management (Contract)
September 2013 - January 2014
• Data extraction and compilation for network analysis, and Project management for cellular tower hardware upgrades
EDUCATION
Bachelor’s Degree, Network and Communications Management
DeVry University, Phoenix, AZ
CERTIFICATES
• CompTIA A+ Certification
ADDITIONAL TRAINING
• 8 years, US Navy, History follows:
• 2 years, Aegis Training & Readiness Center, Dahlgren VA:
Fire Controllman, 2nd class
• Responsible for maintenance of all tactical shipboard computer equipment for Naval training installation
• 4 years, USS Hopper / USS Russell: Fire Controllman 3rd/2nd Class
• AEGIS fire control maintenance technician
• Responsible for maintenance of operational shipboard combat systems while deployed in Persian Gulf, Diego Garcia, and Pearl Harbor
• 2 years, Naval training (see Education)
• Visited ten countries on two military overseas deployments
• Respect and understand multiple cultures’ methods and customs, faiths, and cultural etiquette
REFERENCES
Brian Hartman
Ring Trending Issues Team
*****.****.*******@*****.***
Bill Veilleux
Ring lead hardware engineer
****@****.***
Bradley Shelledy
Ring level 2 technical support
*********@****.***
Christopher Poage
Formerly Ring level 2
********@*****.***
Justin “JC” Cothran
Ring Level 2 Team Lead
*********@*****.***
Christopher Miles
Ring Trending Issues Supervisor
******@****.***
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