Summary
Overview
Work History
Education
Skills
Certification
Management
References
Timeline
Generic

Russell Stefanovich

Cle Elum,WA

Summary

I am Support Engineer with experience in Customer Service and Information Technology. I started working remote about 6 years ago and have since purchased a home in Cle Elum Washington. I am therefore seeking a remote position in Support as I live across a mountain pass from the greater Seattle area. I am currently looking to contribute my experience to your enterprise. I can manage multiple responsibilities with the appropriate sense of urgency, I have over a dozen years in tiered technical support at all levels. I feel my experience could be of value in Tech Support, QA, or training. Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 15 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Technician

RufusTech.
03.2022 - 08.2023
  • Completed preventive maintenance on set schedules.
  • Inspected equipment to identify areas of wear or causes of malfunctions.
  • Diagnosed problems with servers, workstations, and network equipment by applying technical knowledge and troubleshooting skills.
  • Installed new systems and parts with an efficient approach.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.

M365 Premier Support Technical Lead

Sherweb.
03.2020 - 11.2021
  • Provided educational expertise and mentoring to junior team members.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
  • Analyzed work to generate logic for new systems, procedures and tests.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.

Office 365 Product Ambassador

Experis US Inc.
04.2018 - 01.2020
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and quickly troubleshot errors.
  • Responded to telephone, email and in-person inquiries regarding software operation, use and repair.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Senior Analyst Client Ops level 2

Avanade
09.2013 - 09.2017
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Responded to telephone, email and in-person inquiries regarding Exchange Server operation, use and repair.
  • Updated documentation and produced reports.
  • Assisted with updating technical support best practices for use by team.
  • Documented support interactions for future reference.
  • Configured hardware and granted system permissions to new employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Vendor / Microsoft Exchange/MIPS QPS Engineer

Xtreme Consulting Group
08.2011 - 04.2013
  • QA for MIPS team
  • Research and document post incident reports for Exchange and provisioning issues, gathering of data for SLA calculations when appropriate, engaging specific teams when root cause was not apparent, and Support analysis for Office 365 suite
  • Maintained compliance with industry standards and regulatory compliance during managed projects.
  • Supported quality team members during corrective action updates.
  • Contributed to root cause analysis to determine core reason for failures and errors.
  • Developed traceability documentation to aid in investigating faults and defects.
  • Escalated concerns about project and process quality, referring discovered issues to engineering manager for correction.
  • Reported on non-compliance issues and other negative factors discovered during production.
  • Documented testing procedures for developers and future testing use.

Education

Associate of Applied Science - Network Administration

South Seattle Community College
Seattle, WA
06.2003

High School Diploma -

Rainier Beach High School
Seattle, WA
06.1986

Skills

  • Troubleshooting and Resolution
  • Technical Assistance
  • System Installations
  • Safety Understanding
  • Troubleshooting Skills
  • Technology-Savvy
  • Equipment Maintenance
  • Issue Analysis
  • Equipment Repair
  • User Training
  • Documentation and Reporting
  • Maintenance and Repairs

Certification

  • Associate of Applied Science Network Administration, 06/26/2003
  • Cisco Academy graduate, 06/26/2003

Management

Technical lead for team of ten., Provide reviews, guidance, and feedback for team members with respect to performance and training objectives., Coordinated resources for my team., Processed timesheets, scheduling and liaised with payroll.

References

  • Kasey Steele, Avanade, Service Delivery Manager, 425.830.7410, Professional
  • Dave Hoeft, Icom America, Service Manager, 425.454.8155, Professional
  • Richard Townsend, Avanade, Senior Analyst, 360.731.4656, Professional
  • Todd Ferkingstad, Microsoft, Program Manager, 206.234.8861, Professional

Timeline

Senior Technician

RufusTech.
03.2022 - 08.2023

M365 Premier Support Technical Lead

Sherweb.
03.2020 - 11.2021

Office 365 Product Ambassador

Experis US Inc.
04.2018 - 01.2020

Senior Analyst Client Ops level 2

Avanade
09.2013 - 09.2017

Vendor / Microsoft Exchange/MIPS QPS Engineer

Xtreme Consulting Group
08.2011 - 04.2013

Associate of Applied Science - Network Administration

South Seattle Community College

High School Diploma -

Rainier Beach High School

Similar Profiles

CREATE PROFILE
Russell Stefanovich