Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rashssan Ruffin

Elkridge,MD

Summary

Accomplished Team Leader Manager at Target, adept in workload management and technical proficiency, significantly enhanced team productivity and customer satisfaction. Expert in hardware troubleshooting and decision-making, demonstrated through successful strategic planning and performance improvements. Skilled in both customer service and computer skills, consistently achieving high-resolution rates and reducing escalations.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Team Leader Manager

Target
09.2023 - Current
  • 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.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Evaluated employee performance weekly basis and coached and train 150 team members, increasing quality of work and employee motivation.

Help Desk Support Specialist

Just Answer
07.2023 - Current
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Configured hardware and granted system permissions to new employees.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Ensured compliance with company policies regarding data security during interactions with customers.
  • Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.

Retail Sales Consultant

AT&T
02.2022 - 09.2023
  • Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
  • Maintained a comprehensive understanding of the latest industry trends, products, and technologies to stay ahead of competitors.
  • Providing expert technical support for mobile devices and computers, and implementing strategic marketing initiatives to expand the customer base and improve in-store performance; proficiently managed installation issues, user errors, and routine device maintenance, including battery replacements, software troubleshooting, data recovery, and setup of Apple IDs and iCloud backups, utilizing ServiceNow for order management.
  • Safely disposed of decommissioned devices, directing electronic waste to appropriate recycling facilities.

Mobile Expert

T-Mobile
08.2017 - 02.2022
  • Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating.
  • Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
  • Assisted in driving store sales by providing knowledgeable recommendations for device accessories and protection plans to customers during the repair process.
  • Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
  • Led product training sessions for new team members, fostering a supportive learning environment and increasing staff expertise.

Store Manager

RadioShack
09.2008 - 08.2017
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Disassembled computers to perform diagnostics and check for repair needs.
  • Updated and installed new software on desktop and laptop computers to maintain latest technology.
  • Reduced downtime for clients by diagnosing and resolving hardware and software issues promptly.
  • Collaborated with IT department to resolve networking issues.
  • Documented and tracked help desk tickets to ensure timely resolution of issues.

Education

Bachelor of Science - Information Technology

University of Maryland Global Campus
Adelphi, MD
05.2025

Skills

  • Workload Management
  • Decision-Making
  • Customer Service
  • Computer Skills
  • MS Office
  • Technical Proficiency
  • Help Desk Support
  • Desktop support
  • Remote Desktop Support
  • Mobile Device Repair
  • Software Installation
  • Hardware troubleshooting

Certification

  • [Computer Networking], [University of Maryland Global Campus] - [Earned December 2020]
  • [Google IT Support], [Coursera] - [Earned July 2022]
  • [Google Cybersecurity], [Coursera] - [Earned September 2023]

Timeline

Team Leader Manager

Target
09.2023 - Current

Help Desk Support Specialist

Just Answer
07.2023 - Current

Retail Sales Consultant

AT&T
02.2022 - 09.2023

Mobile Expert

T-Mobile
08.2017 - 02.2022

Store Manager

RadioShack
09.2008 - 08.2017

Bachelor of Science - Information Technology

University of Maryland Global Campus

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Rashssan Ruffin