Rubert Littler

Help desk Technician / Quality and Training Assistant on the Southern California Edison project | Service Desk / Help desk Technician on the Exelon Project | Service Desk / Help desk Technician on the American Electric Power Project | Service Desk / Help desk 2.5 Executive Technician on the Shell Project | Service Desk / Help desk Technician on The Eli Lilly Project

• Translated technical terminology to clients in order to communicate through multiple ticket systems.
• Utilized multiple ticketing systems to document technical difficulties of users.
• Analyzed customer complaints in order to appropriately resolve and/ or escalate incidents.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Analyzed customer service data to identify trends, solutions, and improve customer experience.
• Oversaw incident troubleshooting, technical issue resolution, and consulting services by using customer service metrics.
• Provided feedback to team members in order to uphold quality standards while maintaining communication with management.
• Maintained composure and professionalism when faced with difficult customer situations.
• Developed and maintained relationships with customers in order to enhance long term customer satisfaction.
• Answered 20 or more service requests per day.

• Information Technology Consultant

• Responsible for one computer and printer workstation as well as processing patient information for billing and coding while observing HIPPA regulations.
• Performed installation, maintenance and repair for complex internal computer, maintained hardware and various software applications, and maintained computer system free of malware, ransomware, and other threats.
• Explained technical information in clear terms to non-technical individuals in order to promote better and more proficient understanding of computer functionality.
• Performed diagnostics and troubleshooting of hardware, software, and network issues in production environment.
• Configured hardware and software on computer devices for employees.
• Installed and configured operating systems and applications for effective office use.

• Responsible for troubleshooting of computer hardware, software, and networking issues as well as diagnostics and repair of computers and other electronic devices. This included removing malware, ransomware, and other threats from laptops and desktop systems.
• Performed installation, maintenance and repair of complex internal computer hardware and various applications.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks while explaining technical information in clear terms to non-technical individuals in order to promote better client understanding.
• Recommended appropriate new and replacement hardware and software purchases when necessary.
• Researched and identified new solutions to technical problems when standard processes or assets were ineffective.
• Configured hardware and software on computers for the set up of workstations with optimal functionality for employees.

• Management of 5-6 employees
• Categorical organization of floor stock, stock rotation, and movement of inventory from loading docks to the sales floor
• Management of workflow issues with a focus on priorities and problem-solving.
• Focus on customer satisfaction while maintaining rapport with fellow employees and managers.
• Assisted in organizing and management of daily staff assignments
• Monitored employee and customer interactions to assess for quality of service
• Effectively identified circumstances when the utilization of chain of command for disciplinary action was necessary.
• Evaluated employee performance and conveyed constructive feedback appropriately in order to improve employee skills and satisfaction.
• Developed and maintained relationships with customers and employees in order to enhance satisfaction.
• Maintained professional demeanor and stayed calm when addressing unhappy and angry customers and employees.
• Identified and communicated customer needs to supply chain and quality teams.