Summary
Overview
Work History
Skills
Timeline
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Devan Russell

Fort Cavazos,TX

Summary

A position as an IT Clerk.

A strong Information Technology Professional with 4 years of experience working in the IT field in the United States Marine Corps. Produced efficient results in a fast-paced environment by prioritizing, delegating, and managing multiple technology issues that require extensive knowledge to resolve. Qualifications include: Secret Clearance Remedy account for 2+ years Capable of learning new information Able to work with a team Communication skills Tech efficient Proficient with a large workload Ability to lead Completed 1000+ Remedy tickets Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 4 years of extensive leadership experience. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

10
10
years of professional experience

Work History

Team Leader Manager

US Army
10.2021 - 01.2025
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
  • Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
  • Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
  • Developed strong relationships with cross-functional departments to support successful project execution.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Streamlined communication within the team for better collaboration and decision making.
  • Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges.
  • Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team''s experiences.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Evaluated employee performance on a monthly basis and coached and trained 5 team members, increasing quality of work and employee motivation.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.

IT Clerk

USMC Camp Lejeune
12.2014 - 08.2018
  • Corrected issue with WiFi for 300+ Marines to utilize
  • Completed over 1000 Remedy tickets in a single year
  • Educated 10+ Marines in the IT field
  • Supervised 500+ Marines accounts getting created
  • Familiar with new technology, software, and hardware
  • Defining and maintaining network architecture and infrastructure
  • Diagnosing and resolving network problems
  • Developing network backup and recovery procedures
  • Installing, testing, maintaining, and upgrading network operating systems and/or software
  • Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of network services
  • Monitoring functionality, security, and integrity of Internet services
  • Troubleshooting and resolving technical problems with the design and delivery of Internet services
  • Providing technical advice to Internet content providers
  • Diagnosing and resolving problems in response to customer reported incidents
  • Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements
  • Developing and maintaining problem tracking and resolution databases
  • Installing, configuring, troubleshooting, and maintaining customer hardware and software
  • Developing customer support policies, procedures, and standards
  • Providing customer training
  • Customer support principles and methods
  • Generate complex queries and reports
  • Present formal and informal training and assistance to customers
  • Report, respond to, and resolve customer requests
  • Knowledge of, and skill in applying current Internet technologies
  • Provide Internet services that optimize customer experiences
  • Sufficient to install and maintain software and hardware, control current versions and future releases of applications software, and document the physical configuration of an information system
  • Install, test, and configure network workstations and peripherals
  • Instruct customers in logging on and accessing network services
  • Knowledge of, and skill applying IT security principles
  • Technical documentation procedures
  • Organize vendor demonstration sessions for other specialists
  • Knowledge of backup and recovery procedures
  • Knowledge of internet operations
  • Knowledge of system administration methods and procedures
  • Sufficient to receive, respond to, and ensure complete resolution of any help center call
  • Sufficient to document actions taken for calls
  • Sufficient to give needed guidance or training to customers to prevent recurrences
  • Knowledge of customer support concepts and methods
  • Sufficient to assist customers in installing applications.
  • Served as a reliable point of contact for all IT-related inquiries within the organization, addressing concerns promptly and professionally.
  • Provided training and guidance to employees on new software and technology tools, increasing productivity and overall user satisfaction.
  • Supported remote workers by managing VPN access accounts while monitoring network usage trends to prevent potential security risks.
  • Managed inventory of IT equipment and supplies, maintaining an organized workspace and minimizing loss or damage to critical resources.
  • Troubleshot hardware issues effectively, expediting repairs and reducing equipment downtime for endusers.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

Skills

  • Customer Focus
  • Workload Management
  • Motivational Skills
  • Influencing skills
  • Performance Coaching
  • Succession Planning
  • Performance Appraisal
  • Team Leadership
  • Teamwork and Collaboration
  • Customer Service
  • Decision-Making
  • Team Development
  • Problem Resolution
  • Performance Evaluations
  • Work Planning and Prioritization
  • Performance reviewing
  • Goal Setting
  • Good Judgment
  • Training and Development

Timeline

Team Leader Manager

US Army
10.2021 - 01.2025

IT Clerk

USMC Camp Lejeune
12.2014 - 08.2018

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Devan Russell