Danny L Russell

• Achieved ITIL 4 Foundation certification
• Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
• Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
• Employed remote support tools effectively for efficient troubleshooting of offsite issues.
• Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
• Configured hardware, devices, and software to set up work stations for employees.

• Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
• Developed and maintained up-to-date knowledge base to provide accurate information and guidance to customers.
• Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
• Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Accepted and closed 60% of overall service board requests
• Assisted in network setup and maintenance by installing access points, reserving IP address, and troubleshooting connectivity issues
• Worked with vendors and other outside resources to assist with completing service requests
• Traveled between company locations and main office to provide support.

• Acquired Net+ Certification
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Supervised day-to-day operations to meet performance, quality and service expectations.

• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Linked computers to network and peripheral equipment.
• Executed technology implementation projects with minimal downtimes and business disruptions.

• Acquired A+ Certification
• Utilized remote monitoring and management system alerts and notifications, and responded accordingly through service tickets
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Patiently walked individuals through basic troubleshooting tasks.
• Provided documentation on troubleshooting of technical processes to support desk staff.
• Installed, modified, and repaired software and hardware to resolve technical issues.

• Review diagnostics and assess functionality and efficiency of printing systems, installing and updating printer software as needed
• Provided Tier 1 IT support to non-technical internal users
• Patiently walked individuals through basic troubleshooting tasks.

• Answered and addressed customer calls by responding efficiently and accurately while ensuring a feeling of support and value
• Met or exceeded call center metrics while providing excellent consistent customer service.

• Provided support by researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Escalated unresolved issues to appropriate internal teams
• Referred to internal database or external resources to provide accurate tech solutions
• Documented support interactions for future reference.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Answered at least 30 calls a day

• Address general inquiries, technical questions, and website assistance for macOS, iPhone, iPad, and other Mac peripherals
• Address customer satisfaction issue, offering appeasements when necessary
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.

• Resolve customer issues to ensure customer satisfaction
• Mentored team members to enhance
• Professional development and accountability in workplace.
• Maintain order and cleanliness of assigned areas.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Promoted exceptional customer service by engaging clients on sales floor.

-Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.

-Cultivated professionalism and self-improvement in associates through instruction and self-evaluation techniques

-Supervised 13 employees

-Processed claims of insurance over phone