Justin Rutledge

Summary

  • Computer and networking support specialist with experience managing small groups/teams in a project oriented environment.
  • Well versed and experienced with a large variety of operating systems, hardware, protocols, and applications, along with knowledge and experience troubleshooting various versions of Linux, Macintosh, and Windows.
  • Reliable and committed employee:

oInspires co-workers to do their best via friendly competition.

oAble to logically work through problems with limited amounts of training or experience.

oExcellent root cause analysis.

oRequires minimal supervision.

Skills

Skills

Cisco Router Administration

Successfully completed a course in Cisco router programming with a 4.0 score. Configured and programmed virtual Cisco routers in the Cisco Packet Tracer environment.

Linux System Administration

Well versed in multiple distributions of Linux. Configured and administrated many server applications including Apache, Samba, DHCP, DNS, SSH, Telnet, and e-mail in a lab environment.

Technical Support

Several time top tech, able to verbally walk any person who is physically capable of doing the work through any task with a well developed and detail oriented step-by-step walk-through.

Sales

Started sales in August 2010, immediately became sales leader among a group of 100+ individuals most of whom have 4+ years experience. Always striving to be the best while providing the most value to customers possible.

Customer Service

Several years of customer service experience as a leading technician in competitive environments. Well spoken, eloquent, and tactful.

Work History

Work History
Aug 2010 - Present

Tier 3 Technician

Time Warner Cable

oSupport advanced networking and provisioning issues to a wide variety of people, including customers, professional field technicians, and other internal departments.

oAct as an internal helpdesk.

oMonitor real-time network status and report/resolve issues.

oVarious special projects such as prototype departments and testing of new products.

oMost recently started sales as another aspect to the position.

Key Achievements:

Top agent in training class. Also number one in sales for first two months on the

 job.

May 2009 - Aug 2010

Supervisor

Teleperformance USA

oManaged 15-20 CSR agents through their daily activities.

oTook over supervisor escalations from irate customers.

oInterviewed potential employees.

oInteracted with the client and corporate chains of command to provide daily, weekly, monthly, and annual reports of agent skill level and improvement trends.

Key Achievements

Top supervisor for several consecutive months while maintaining a low 

attrition rate.

Dec 2008 - May 2009

Technical Support Internal Helpdesk

http://www.teleperformance.com

oProvided internal help desk support including, but not limited to, technical knowledge, company policies, tool usage.

oTook over and provided ownership of complicated issues to help reduce front-line handle time.

oTook escalations from agents with very irate customers and provided the appropriate resolution while retaining the customer.

Key Achievements

Served as team lead for an “Order Status Escalations Team”, taking ownership of complicated order issues and resolving them in a timely manner to retain customers.

Jul 2008 - Dec 2008

Customer Service Representative

http://www.teleperformance.com

oProcessed inbound calls from customers with basic to intermediate networking and telecommunications issues and entering tickets into a ticket management system while consistently exceeding goals for metrics.

Key Achievements:

Awarded several times as “Top Tech” based on overall statistics and performance including perfect attendance.

Jan 2008 - Jul 2008

Technical Support Internal Helpdesk

http://www.teleperformance.com

oProvided internal help desk support including, but not limited to, technical knowledge, company policies, tool usage.

oTook over and provided ownership of complicated issues to help reduce front-line handle time.

oTook escalations from agents with very irate customers and provided the appropriate resolution while retaining the customer.

Key Achievements

Served as team lead for an “Order Status Escalations Team”, taking ownership of complicated order issues and resolving them in a timely manner to retain customers.

Aug 2007 - Jan 2008

Customer Service Representative

http://www.teleperformance.com

oProcessed inbound calls from customers with basic to intermediate networking and telecommunications issues and entering tickets into a ticket management system while consistently exceeding goals for metrics.

Key Achievements:

Awarded several times as “Top Tech” based on overall statistics and performance including perfect attendance.

Education

Education
Aug 2007 - Present

Associate of Applied Sciences: IT Computer Networking Systems in March, 2011

ITT Technical Institute