Shana Russell Email & Phone Number

Remote

Remote

Contract roleRespond to customer inquiries through phone, email, and chat in a timely and professional mannerIdentify and resolve customer issues using effective problem-solving skillsCollaborate with team members to ensure customer issues are resolvedMaintain accurate records of customer interactions and transactionsProvide exceptional customer service and build positive relationships with customers

I spearheaded the successful refactoring of a client-facing data reporting tool using React, resulting in significantly improved client satisfaction and ease of use. This project enabled future developers to more easily maintain and update the reporting section. As part of the Review team, I successfully implemented 5+ code changes that decreased tech debt and amplified the customer experience. Furthermore, I proved my proficiency in deploying code to a live production environment. Leveraging my skills in JavaScript, React, and Typescript, I drove the successful execution of multiple projects, including refactoring code from Backbone JS to React JS, delivering high-quality work on time and exceeding expectations. I played a role in driving project progress in an Agile environment by actively participating in daily standup and planning meetings, leading to successful project coordination and timely completion of deliverables. Through conducting monthly presentations on a variety of topics, I sharpened my presentation skills and effectively expressed intricate ideas while actively involving my audience.

Houston, Tx

Developed and administered both in-person and online computer and software training for approximately 1500 students and teachers throughout the organizationProvided in-person and remote technical support at an average of 140 incidents per month for students, teachers and staff on four campuses while consistently achieving the highest number of tickets solvedManaged and administered all software for the organization, including Office 365, inventory management (SnipeIT), mobile device management (JAMF), websites (Edlio, FinalSite), and student information systems / LMS (Renweb, Canvas)Facilitated technology purchases and worked with administrators to develop new ideas and strategies to optimize the effectiveness of the organization’s technology

Responsible for facilitating meaningful learning experiences for customers and coworkers through coaching and hands on personal training sessions, open training, business and consumer workshops. I assist genius bar customers by troubleshooting and repairing iOS devices.My daily responsibilities include teaching customers and coworkers how to use consumer and professional Apple software on a one to one basis, facilitating group workshops on Apple technology and assisting at the genius bar with iOS and Mac troubleshooting. I have coordinated children’s workshops (Field Trip to the Apple Store and Apple Camp), as well as business workshops. I have helped organize and photograph various iTunes performances in Houston retail locations. I have also hosted offsite workshops at NASA for their employees using iPhones and iPads.

Working from my home office, I design printed materials such as brochures, booklets, ads, etc as well as HTML and Wordpress solutions. As a freelance designer, I am a self-starter and very motivated as well as experienced in providing exceptional customer service. Clients have included: Katy Magazine, Space City Publishing, Absolutely Katy Magazine, Concours d’ Elegance (Keels & Wheels), Texas City Fastpitch Organization, and many others.

Responsible for all of the layout and design needs of this printing company whose clients include the American Cancer Society, Clear Creek ISD, Bay Area Houston Ballet Theatre, Lunar Rendezvous, and many others. Samples of my work with this company can be found on my online portfolio at www.websitesandprinting.com . I worked on the Apple platform and used Adobe InDesign, Illustrator and Photoshop, Adobe Acrobat, and Macromedia Dreamweaver. Occasionally I would learn and use another program if a customer or vendor would require it.Working on-site as well as from my home office, I created and set up processes that allowed my employer and their clients to log onto their website and see the progress of the jobs I was currently working on. I set up and maintained the network of Macs and PCs at the office and was able to troubleshoot any problems.

Java Developer Certification, Java

Completed hands-on coursework focused on Full Stack Web Application Development using Java, Spring Boot, PostgreSQL, and React. Other.

Computer Science, Computer Programming, 4.0

Graphic Design, 3.9

Activities and Societies: Phi Theta Kappa Honor Society