Robert Russell Lender Email & Phone Number

Oceanside, California, United States

San Diego, Ca

Multi-tier support responding to support inquiries via telephone, Email or internet chat sessions. Used well developed interpersonal skills and technical expertise of proprietary software applications in customer-centric activities to resolve outcomes with minimal customer impact. Typical duties included but were not limited to: Multitasking to troubleshoot malfunctions and software environmental issues of a varied scope across diverse software platforms, recommending work flow related needs for correct application output, documentation of customer information and recurring technical issues to support product quality issues and product development. Applied company policies and procedures to resolve both routine issues and those of rare but complex scope. Prioritized issues with a problem solving focus in mind to resolve on a timely basis.

Installed Group contractor for design and configuration of computers and networks for home and small business use. Installation of Operating Systems and applications. Responsible for server and workstation software and hardware configuration and setup. Troubleshooting and resolution of application and hardware problems. Data recovery and backup solutions. Integration of home theatre equipment to PC and computer controlled devices. Installation and setup of computer controlled equipment and configuration for home and small office use.

Tier 1 through Tier 3 help desk and technical support for Time Warner Cable line of services. Provided advanced support & assistance on technical issues for HSD Internet, Digital VoIP Telephone and Cable TV systems. Primary duties included real-time monitoring of devices on the TWC network including but not limited to Modems and Settop Boxes. Responsible for creation of Remedy ticket and CSG systems ticketing and trouble calls for resolution of connection issues. Important duties included prioritization and organization of account status and issues to determine proper course of action in events of connection drops.

Greater San Diego Area

Telephone help desk support for “D-Link” line of networking products in a customer service oriented position. Assisted customer base on all TCP/IP networking and PC attached devices. Resolutions through real time troubleshooting techniques for equipment and devices over Voice over IP (VoIP). Provided mentor training assistance for new hires.