Mary Russell
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
25
25
years of professional experience
Work History
Technical Support Analyst
Lowe's Companies Inc.
01.2019 - Current
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Top 5 percent in call volume in a department of 83
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Average 900 phone calls per month
- Point of Sale support to all Stores and XDT's
- Receive incoming calls from store level personnel and help resolve issues in Linux and related Programs
- Provided remote assistance to customers in resolving software issues, ensuring minimal downtime.
- Research common and uncommon issues in Remedy Knowledge Based Articles (KBA's)
- Run Scripting in Linux to aide Store Associates
- Assist customers recreating documents that did not download properly
- Recover failed transactions
- Created solutions and workarounds for software issues
- Assist store employees unlock and change Lowe's passwords
- Assist in moving programs to the next level of completion
- Search Product and locations in IBM AS400 Mainframe
- Assist store employees navigate new order system for customer satisfaction
- Document all interactions in Remedy system
- Close 95 percent of Remedy tickets by end of call.
Customer Service Representative
Computer Net Resource Group
01.2017 - 01.2019
- Contractor to Lowe's Companies
- Sterling and Software Department
- Receive incoming calls from store level personnel and help resolve issues in Unix and Sterling Databases
- Assist customers recreating documents that did not download properly
- Assist in proper flow of sales and refunds
- Assist in moving programs to the next level of completion
- Assist store employees navigate new order system for customer satisfaction
- Assist Installers and Store employees utilize new Inventory Management System (IMS)
- Utilized Remedy to document each Phone call and actions performed.
Driver License Examiner
Department of Motor Vehicles NC
01.2017 - 01.2017
Associate Support Technician
Lowe's Companies Inc.
01.2014 - 01.2016
- IT Services, Password Management
- Receive incoming calls, assess, and run script for basic program repair or escalate to appropriate department
- Issue temporary passwords to Lowe's employees and contractors upon completion of verification
- Enter new employees into Remedy incident tracking system
- Log details of incidents, and resolution into Remedy incident management system
- Unlock and reset passwords in programs such as CAIM, UNIX, Mainframe, Active Directory
- Unlock and reset passwords in PeopleSoft HR and Financial
- Issue emergency IDs for computer engineers needing access to secure sites after verification
- Verify and administer VPN tokens to qualified members to work from home or on the road
- Set up UPS and FedEx accounts to store personnel.
Customer Service Representative
Computer Net Resource Group
01.2012 - 01.2014
- Contractor to Lowes ITSD, Triage, Password Management
- Receive incoming calls, assess, and run script for basic program repair or escalate to appropriate department
- Issue temporary passwords to Lowe's employees and contractors upon completion of verification
- Enter new employees into Remedy incident tracking system
- Log details of incidents, and resolution into Remedy incident management system.
Service Writer
Volvo GMC Truck Center of Carolina
01.2006 - 01.2011
- Writing and billing work orders for medium and heavy-duty trucks
- Research tractor and engine serial numbers online for warranty processing and verification
- Work with customers via phone, fax, and internet to set up accounts and receive payment for services rendered
- Maintain job assignment and payroll for seven service technicians
- Code invoices for timely payment.
Customer Service Representative
Technical Concepts
01.1999 - 01.2006
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Maintain orders and delivery times for distributors of product.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Discuss new product and offer samples.
- Upsell product to help distributors bring in new business
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Verbal tutorials on benefits and use of product.
Education
High School Diploma -
Schaumburg High School
Schaumburg, IL06.1981
Skills
- Type approximately 80 wpm
- Customer Support
- Remote Technical Support
- HDI Certified: HDI Support Center Analyst
- Navigating CA Identity Manager, Active Directory, Linux, and IBM AS400 Mainframe and IBM Sterling program
- Use multiple in-house Tracking systems: OSI Card search, Mobius Document retrieval, Dart
- Work with Remedy ticketing system
- Utilize IBM Sterling Ordering system
- Navigate PeopleSoft Financial
Timeline
Technical Support Analyst
Lowe's Companies Inc.
01.2019 - Current
Customer Service Representative
Computer Net Resource Group
01.2017 - 01.2019
Driver License Examiner
Department of Motor Vehicles NC
01.2017 - 01.2017
Associate Support Technician
Lowe's Companies Inc.
01.2014 - 01.2016
Customer Service Representative
Computer Net Resource Group
01.2012 - 01.2014
Service Writer
Volvo GMC Truck Center of Carolina
01.2006 - 01.2011
Customer Service Representative
Technical Concepts
01.1999 - 01.2006
High School Diploma -
Schaumburg High School