John Russell

John Russell 5 Ashe Road, Kingsmeadow Waterford-Mobile - PERSONAL PROFILE I have experience working in IT, Banking, Customer Service and Administration roles for over the last 10 years for various different companies such as the GAA, Apple, Gilead, Rehab Group, IFG and Ulster Bank. I am accustomed to working to targets and deadlines and working as part of a team and on my own initiative. EDUCATION Graduate Certificate in Technical Communication, University of Limerick BSc in Applied Computing Waterford Institute of Technology - Final Year Main Subjects Artificial Intelligence, Database Systems, Formal Systems Software, Management Psychology, Statistics, Quantitative and Qualitative Methods, Management Information Systems, Management Accounting, Final Year Project. PROFESSIONAL EXPERIENCE Client Administrator GAA Dec 2015 - September 2016 Walsh Park Waterford Duties and Responsibilities Contacting customers through phone and e-mail in relation to Season Tickets General Office and Clerical duties such as filing, photocopying, faxing, data entry Updating Garda Vetting Database with Garda Vetting forms received from various clubs Data Reviewer Globetech/Apple- Holyhill Cork Duties and Responsibilities Investigating and scoping software bugs. Extend linguistic and domain coverage for various test cases. Contributing to test automation efforts. Interact with localization engineers to ensure accuracy is preserved across language. Testing and Localizing software for Ireland, UK, USA, Canada, South Africa, UAE, Saudi Arabia, Malaysia, Singapore, Australia, New Zealand Client Coordinator Westbourne/Gilead- Blackpool Cork Duties and Responsibilities Responsible for the prompt resolution of IT software issues referred by clients via the Gilead Helpdesk and supporting 10,000 users Worldwide Ensure issues are responded to and resolved quickly either by providing remote support or escalating to another engineer Scheduling and Assigning calls and tickets to IT Agents, Site Support and specific IT teams 1 Desktop Support Analyst Teva Waterford Duties and Responsibilities •To investigate and resolve customer issues. •Problem logging, solving and escalation to higher support where required. •Provide service through phone, email and occasional desk side support. •Help setting up conference rooms for conference calls - Client Administrator Rehab Group Sandymout Dublin Duties and Responsibilities Scheduling IT Engineers to different Site Nationwide Liaising with Third Party Companies such as Ergo, BT, ITS, Vodafone, O2, Core Problem logging, solving and escalation Supporting various application such as MS Office, EBF, Core-HR, Compass, Sun. - Sales Support Administrator IFG Booterstown Dublin Duties and Responsibilities Answering calls from brokers and solicitors Checking KYC AML and banking documentation for fraudulent activity Application Pipeline Management chasing through to completion Processing Life Only Cases and calculating commission - Special Project: I tested a new Broker Application called the One Network and wrote simple Test Cases and Scripts and Screen Shots and worked with Developers in relation to bugs and improvements needed for the Application. Customer Support Administrator First Active Leopardstown Dublin Duties and Responsibilities Answering calls from brokers and branches Checking KYC AML and banking documentation for fraudulent activity Dealing with queries from First Active Customers Calculating Certs of Interest for branches customers. - CUSTOMER SERVICE TRAINING I have over 10 years Customer Service Training and experience. I have attended various Customer Service training courses both internally and externally I have a Certificate in Customer Service from Professional Developments Training Ltd. I have Time Management and Presentation training from IFG IT SKILLS MS Word, Excel, PowerPoint, Access, Visio, CoreHR, Compass, EBF, Sun, Thesaurus, Citrix, Oracle, SQL, PL/SQL, UML, Rational Rose, CareFree, STAR, Kronos, Portia. KEY SKILLS Excellent phone manner, Customer focused, Attention to detail. REFRENCES Available upon Request 2