Russell Butler 1224
Sharonton Drive
Secondary phone: 770-210-8666 [email protected]
Over 5 years of Software/Programming/ and
Networking Support
10 years of Support experience.
Over 6 years management experience.
Expert user of MS Office suite 8 years
Webmaster
Proficient in report querying
HOME
DEPOT
ASSOCIATE
OPERATIONS SPECIALIST: Troubleshot and repair software. Run queries to isolate
issues within customer contracts. Document problem areas of network and
software. Write SQL scripts querying tables for troubleshooting and fix for
software accounting/payment questions. Supported proprietary software written
on a Unix shell. Document issues with
Vantive software. Troubleshoot Internet Kiosks and proprietary software written
to handle various product and accounting functions. Performed java and Unix
technical support for 1700 stores.
APEX
SYSTEMS INC
PC
TECH: Worked various short-term
projects. Provided people with productivity techniques for efficient office
equipment operations including printers, copiers, fax machines. Projects
include, hardware and software installation and maintenance. Troubleshooting
computer software, windows operating systems, and proprietary software.
Performed ghosting and imagining as well as hardware break fix.
COCA COLA ENTERPRISES
TECHNICAL ANALYST:
Callers consisted of employees of CCE. Route Salesmen, Office personnel,
warehouse staff, had a variety of issues such as network outages, password
resets, power outages, desktop and laptop pc problems. Acted as a
network/system monitor for IBM AS/400 system. Assisted truck drivers with data
transfer to and from the AS/400. Explained network outages and system changes
in clear calm manner. Supports Lotus Notes software and platform. Compiled data
about issues from user “call-ins”. Calls were rated, documented, and
prioritized according to severity level. Accepted 60 to 80 calls per day.
LANIER WORDWIDE
HELP DESK ANALYST:
Acted as knowledge base for technicians working service calls. Onsite
Techs called to request data for fax machines, copy machines, printers, and
networking equipment. Provided data to quickly fulfill service deadlines.
Performed database management using Vantive and Lotus Notes software. Data
consisted of Internet searches, unique service manuals, in house data compiled
containing the history of unique and common service calls. Documented call and
problem data. Analysts spoke to about 30 techs per day.
PREMIERE TECHNOLOGIES, INC
CUSTOMER SERVICE REP: Provided account information for callers/users. Reps fielded up
to 100 calls per day. Customers requested account balances, mailed statements,
explained charges, accepted credit card payments, accounts closed and opened.
Displayed excellent soft skills with customers who were sometimes upset. Sold
new services to customers, described features to current customers. Customers
were calling card clients. Call documentation using foxpro2.6.