Technical Customer Support & Remote Operations

rhea russell

+1-737-***-**** • ***************@*****.*** • Lockhart, TX

Summary

Technical-minded Customer Support professional with over 18 years of experience in operational management and client success. Expert in troubleshooting technical issues and managing remote operations using tools like Google Meet and various video conferencing platforms. Committed to resolving parent and client friction through clear communication, empathetic technical support, and diligent record keeping in high-pressure environments.

Work Experience

Owner/Member October 2022 – Present

DESIGN INNOVATIONS, LLC, AUSTIN, TX

Meet with clients via video conferencing platforms such as Google Meet to troubleshoot design challenges and architectural constraints.

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Resolve complex logistics friction for residential projects by coordinating between vendors and homeowners to ensure seamless operations.

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Explain technical remodeling specs and interior design workflows to clients, facilitating onboarding and platform access for project tracking.

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Manage remote operations and project documentation, maintaining high standards for record keeping across all active job sites.

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Owner & Office Manager January 2019 – January 2020 ORGANIZED ENTERPRISES, AUSTIN, TX

Troubleshot technical issues related to web page development and site maintenance, ensuring high availability for client platforms.

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Provided technical support and remote administration for businesses, acting as a primary point of contact for customer inquiries.

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Maintained meticulous record keeping through data entry and remote administration tools to support client success.

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Scheduled and managed video conferencing meetings, resolving scheduling gaps to maintain consistent support coverage.

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Dispatch & Office Manager January 2019 – November 2019 PRIDE TOWING / ROAD AID TOWING, AUSTIN, TX

Dispatched emergency services in a call center environment, prioritizing high-friction requests and troubleshooting logistical hurdles.

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Resolved customer support escalations with empathy, ensuring parent-level satisfaction and service availability during peak hours.

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• Managed technical support for internal teams using Microsoft Office 365 and cloud-based record keeping systems.

• Utilized QuickBooks for accurate record keeping, processing invoices and payments with 100% accuracy. Co-Owner/Foreman January 2013 – October 2015

RAPID FIRE CONSTRUCTION, CANYON LAKE, TX

Delivered technical support and explanations to clients regarding complex construction processes and project timelines.

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• Troubleshot job site friction and logistical challenges, ensuring projects remained on schedule and within budget. Managed dispatch and communication workflows, maintaining consistent service availability for diverse customer sets.

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• Maintained high-quality record keeping and data entry for all construction bids and project contracts. Library II Assistant January 2006 – October 2006

PPD PHARMACEUTICAL RESEARCH COMPANY, AUSTIN, TX

• Managed a massive technical database of contact information, ensuring accurate record keeping and data integrity. Researched and troubleshot data discrepancies in ongoing pharmaceutical research studies to support customer success.

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Coordinated department calendars and video conferencing schedules to eliminate service gaps and improve internal communication.

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Handled high volumes of inbound and outbound phone calls, providing professional technical assistance and research support.

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Server/Hostess/Dishwasher January 2003 – October 2006 IHOP[INTERNATIONAL HOUSE OF PANCAKES], SAN ANTONIO, TX

• Ensured customer success through prompt service and technical proficiency with point-of-sale systems.

• Managed shift flexibility and personnel assignments to maintain consistent support coverage for the dining room. Resolved customer friction through empathetic service and effective communication, resulting in positive dining experiences.

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• Maintained 100% accuracy in cash transactions and record keeping for daily shift financial reports. Education

Certificate in Life Coach w/focus in Addition & Recovery January 2022 – October 2022 BAYLOR UNIVERSITY

High School Diploma January 2003 – January 2006

GLEN OAK ACADEMY, SAN ANTONIO, TX

Additional Skills

Technical Support & Troubleshooting: Troubleshooting, Technical support, Record keeping, Data Entry, Help desk, Web Page Development, Site maintenance, Computer Literacy, QuickBooks Online, Windows 10, iOS

Communication & Video Conferencing: Google Meet, Video conferencing, Microsoft Teams, Call center, English fluency, Parent relations, Interpersonal Skills, Customer Support, Relationship Management, Escalation Handling

Productivity & Remote Operations: Google Suite, Microsoft Office 365, Remote operations, Adobe Creative Suite, Project Management, WordPress, Scheduling, Time management, Google Ads Certifications

• Driver's License Non-CDL Class C - Texas Department of Public Safety (January 2003) Languages

• English - Fluent

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