Summary
Overview
Work History
Education
Skills
Timeline
Generic
Russell Oleson

Russell Oleson

Sioux Falls,SD

Summary

Adept at technical troubleshooting and providing top-notch remote support, I enhanced first-call resolution rates significantly at CenturyLink. My expertise in network security management and commitment to exceptional customer service are demonstrated through meticulous problem-solving and efficient customer interaction documentation. My background ensures safety and efficiency, underscoring my ability to meet and exceed employer expectations.

Overview

12
12
years of professional experience

Work History

Truck Driver

Windwalker Transportation
12.2024 - Current
  • Operated with safety and skill to avoid accidents and delays.
  • Inspected trucks and trailers before each trip to assess safety and identify maintenance concerns.
  • Increased safety standards by conducting thorough pre-and post-trip inspections of the truck and trailer.
  • Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.

Technical Support Representative

Midco Communications
06.2016 - 10.2019
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed high levels of call flow and responded to technical support needs.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.

Technical Support Representative

CenturyLink
12.2015 - 06.2016
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed high levels of call flow and responded to technical support needs.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Researched and identified solutions to technical problems.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.

Technical Support Representative

Wow! Internet Phone Cable
01.2015 - 12.2015
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed high levels of call flow and responded to technical support needs.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Researched and identified solutions to technical problems.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

Technical Support Representative

SONIFI Solutions
06.2013 - 12.2014
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed high levels of call flow and responded to technical support needs.
  • Researched and identified solutions to technical problems.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Education

Bachelor Of Science - Computer Information Systems

DeVry University
Naperville, IL

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Hardware and software installation
  • System upgrades
  • Computer assembly
  • Switching technologies mastery
  • Network troubleshooting
  • Routing protocols expertise
  • Network security management

Timeline

Truck Driver

Windwalker Transportation
12.2024 - Current

Technical Support Representative

Midco Communications
06.2016 - 10.2019

Technical Support Representative

CenturyLink
12.2015 - 06.2016

Technical Support Representative

Wow! Internet Phone Cable
01.2015 - 12.2015

Technical Support Representative

SONIFI Solutions
06.2013 - 12.2014

Bachelor Of Science - Computer Information Systems

DeVry University
Russell Oleson