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
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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
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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
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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.
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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
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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.
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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
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