John Russello

1570 Third Avenue, #3A, New York, NY 10128((917) 622-1663(John.Russello@gmail.co

m
Objective: To secure an entry-level computer support specialist position where I
will use my extensive customer service experience in tandem with my IT certific
ations and computer skills to gain and develop practical experience and knowledg
e as I grow in the field.
Technical Certifications/Skills:
CompTIA A+ Certified Technician, CompTIA Net+ Certified Technician, MCTS Certifi
ed (Microsoft Certified Technology Specialist) Windows Server 2008 Active Direct
ory Configuration & Network Infrastructure Configuring, MCITP Certified (Microso
ft Certified IT Professional) Windows Server 2008 Server Administrator. Proficie
nt with Microsoft Office Suite and Operating Systems, Mac O.S. X, Adobe Creative
Suite, Adobe Acrobat Professional, Audio/Video equipment, Internet Browsers and
Research, Seibel CRM, E-gain, Onyx, Lotus Notes, Cool Edit Pro and Acid (audio
editing and production software).
Employment history/Accomplishments:
* New York Business Institute Information Technology student (11/08-04/09)
Ernst & Young, New York, NY (05/08-7/08)
Accounts Payable Coordinator
* Successfully processed outgoing vendor check and wire payments per departmenta
l procedures including scanning, MS Excel logging, keying and submitting payment
s through Ernst & Young Accounts Payable database
* Engaged in efficient and accurate customer service to various members of Accou
nts Payable team utilizing Lotus Notes, Same Time, and telephone
* Participated in special projects and general administrative support as needed
including copying, filing, and research
Zagat Survey, New York, NY (09/07-12/07)
Sales Support/Customer Service
* Processed corporate orders for custom imprinted Zagat Survey publications in a
n accurate and timely manner
* Provided consumer customer service and resolution for website issues such as s
ite registration and navigation, product support and information, payment issues
, title availability, and mailing list management
* Educated customers with respect to all Zagat Survey products including Zagat.c
om, Zagat to go wireless, and all regional printed publications
Elsevier, New York, NY (05/06-06/07)
Sales Associate - Online Subscriptions
* Strategically managed client base of over 200 colleges, universities, governme
nt and non-profit organizations
* Skillfully communicated the financial and educational benefits of Elsevier's i
ndustry leading electronic platform ScienceDirect to clients
* Received extensive ongoing sales, product and internal process training and ex
celled at videotaped sales certification demonstration before several members of
management
* Successfully learned and utilized Seibel CRM database to generate all sales tr
ials, proposals and contracts
* Conducted daily client calls to educate librarians about the value of Elsevier
's electronic products, packages, costs and technical/logistical issues
* Worked closely with a sales support team in Singapore that generated all sales
contracts
* Freelance Graphic Artist, New School University Culinary Student (07/05-04/06)
(Russello p. 2)
Ernst & Young, New York, NY (02/05-06/05)
Creative Services Coordinator
* Acclimated to departmental procedures, software and general workflow within tw
o weeks under a heavy workload while maintaining and applying a high level of cu
stomer service, problem solving, and multi-tasking skills.
* Utilized database applications including the Ernst & Young Creative Services D
ata Base (CSG COM) and MS Access
* Managed 10-20 projects daily coordinating all aspects of formatting, proofread
ing, design, and print production working
* Reviewed and edited PDF files using Adobe Professional
* Specified scope, costs, turnaround time and delivery of projects
* Communicated departmental standards to clients and diplomatically managed cust
omer expectations
* Documented project development in the database following through to completion
, delivery and customer satisfaction
* School of Visual Arts Screen printing Student, Designing and printing custom t
-shirts for own online business (06/04-01/05)
Corbis, New York, NY (12/02-05/04)
Jr. Sales/Customer Service
* Key member of the photographic sales team which routinely surpassed monthly sa
les goals
* Created a comprehensive training presentation that streamlined and standardize
d the procedure for qualifying sales calls
* Collaborated with company web developers in designing a custom web-based call
tracking tool that generated call statistics, which aided management in assessin
g departmental strategic needs
* Educated high volume of clients on image usage issues pertaining to company in
tellectual property
* Conducted two hours of daily outbound sales calls to dormant and developing cl
ients
* Art Student's League Painting Student, Writing/ recording music, Traveling/Br
azil (05/01-11/02)
W-Technologies, New York, NY (01/00-04/01)
Technical Support/Helpdesk Representative
* Provided detailed technical phone support to 500+ financial end users of W-Tra
de patented wireless stock trading software
* Escalated issues to Level 2 support via email and contacted end users with sol
utions via telephone
* Key member of a small team which successfully advised, activated and had 85% o
f new financial clients trading stocks live within 24 hours
* Fulfilled and processed all wireless device/hardware orders placed through com
pany website
Bigstar Entertainment, New York, NY (07/98-12/99)
Customer Service Representative
* Consistently met departmental quota of responding to 50-100 customer service e
mail inquiries daily
* Delivered customer service and resolution of issues such as site registration
and navigation, applying electronic coupons, order errors, payment issues, title
availability, and mailing list management
* Investigated credit card fraud on suspicious orders by contacting customers an
d bank for verification
* Kept developers aware of technical problems, website usage trends and movie ti
tle additions and deletions.
* Worked with our fulfillment service tracking order status and title availabili
ty
Education:
Rutgers University, Bachelor of Arts, Communications & Visual Arts (double major
)
New York Business Institute, IT Certifications (A+, Net+, MCTS, MCITP)