Russell Ingle

Customer Service Advocate at Layered Technologies
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Location
Hurst, Texas, United States, US

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5.0

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Edward (Jim) Esberger

It is difficult for me to write something that will portray just how positive my time working with Russ was. On a large scale, our company's venture into the crazy world that is MS's Dynamic AX would have likely failed without Russ's input and coordination. I was asked to help represent my operations department and personally worked with the development team putting this thing together. Russ was the only person on that team who was able to bring all sides of operations together to gather our needs and voice them to the development team effectively. He alone was able to develop and implement the items and processes needed for operations to function within AX. After he completed that, he returned to operations to lead his own team in being the front line for our dealings with all organizational levels through AX. On a smaller scale, I worked with Russ every single day, and his dedication, work ethic, and overall attitude are rarely equalled. He was always focused on positive business decisions for the company from the big picture to the little over-looked things. He was always willing to help any department that needed a hand, and would do so with success. He rarely missed work; so little that I remember our manager constantly reminding Russ that he was almost at the company limit for accumulated time off. Finally, Russ's attitude was always pleasant, comical, friendly, and empathetic. No matter what you share with him, he is willing to listen and give of himself in a genuine and meaningful way.

Miguel Richards

Russell was in my organization for over two years at Layered Technologies. During that time, his performance was consistently great. He always completed his tasks correctly and completely. Russell was always given more difficult challenges and handled them easily. One of the major items to note, is that Layered Technologies began to implement Microsoft Dynamics AX as an ERP system. Russell was challenged as a production coordinator, QA analyst, and project testing person. This event was a major undertaking, considering the consolidation of numerous systems into one and identifying process and procedures that were never written down. Again Russell's performance was so good, that his contributions resulted in process changes to enhance overall operation of this project. Miguel Richards Senior Manager, IS / IT / Data Center Operations miguel.richards@gmail.com http://www.linkedin.com/in/miguelrichards http://miguelrichards.myplaxo.com 817-822-8266

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Credentials

  • Comptia A+
    Comptia
    Jan, 2002
    - Sep, 2024

Experience

    • United Kingdom
    • Information Technology & Services
    • 1 - 100 Employee
    • Customer Service Advocate
      • Nov 2013 - Present

      Manage client account data, process and bill approved invoices, process approved credit memos per company procedures, add credit cards to billing systems as required, answer incoming phone calls and tickets pertaining to Accounts/Billing/Client Services from clients, research contract specific data for cancellations/modifications of existing contracts, process approved cancellations and issue pro-rated billing/invoice as required. Manage client account data, process and bill approved invoices, process approved credit memos per company procedures, add credit cards to billing systems as required, answer incoming phone calls and tickets pertaining to Accounts/Billing/Client Services from clients, research contract specific data for cancellations/modifications of existing contracts, process approved cancellations and issue pro-rated billing/invoice as required.

    • United States
    • Information Technology & Services
    • DCOPS Tech I
      • Jun 2009 - May 2013

      Technician in the production department responsible for assembling servers, troubleshooting hardware issues, installing and configuring operating systems (Linux/Windows), installing device in Data Center, running and connecting cabling, verifying connectivity, resolving connectivity issues with networking group. Technician in the production department responsible for assembling servers, troubleshooting hardware issues, installing and configuring operating systems (Linux/Windows), installing device in Data Center, running and connecting cabling, verifying connectivity, resolving connectivity issues with networking group.

    • Microsoft Dynamics AX Production Coordinator
      • Feb 2008 - Feb 2009

      Microsoft Dynamics AX Production Planner liaison between Sales/Accounting and Operations departments

    • Hardware Technician
      • Aug 2006 - Feb 2008

      Technician in the Hardware department at Layered Technologies. Primarily responsible for cancelling and recycling servers at the SAVVIS datacenter. Also responsible for custom server builds based on customer requirements. Primary point of contact for bi-weekly open slot counts both at the SAVVIS and DATABANK datacenters.

    • System Administrator/GPS Data Processing
      • Apr 2003 - Feb 2006

      IT System administrator for small family owned business. Responsible for maintaining all computer and related equipment. Domain administrator responsible for maintaining operating systems, domain controllers, exchange server, file servers and active directory structure. Create new user accounts and email accounts.GPS data processing specialist. Responsible for processing raw gps data and creating deliverables to customers. AutoCAD specialist, responsible for creating CAD drawings for site survey customers, forensic anylisis customers and 3D asset inventory customers. Show less

    • Germany
    • Automation Machinery Manufacturing
    • 700 & Above Employee
    • Lead Desktop Support Technician
      • 1999 - 2002

      Lead support technician for Verizon Information Services (VIS) world headquarters DFW Airport TX. Managed and supported technicians in a 1600+ user environment. Successfully managed after hours projects for reconfigurations and restacks, responsible for coordinating multiple departments and other parties to achieve desired results in a timely fashion despite numerous complications. Provided 24/7 on call support for emergencies and problem resolution with responsibilities extending to 8 different locations in Texas and Kansas. Created and implemented new measures for managing customer service requests and incident reports using change control procedures and REMEDY software package. Directly responsible for leading the Verizon account from a less than 1% gross profit to an over 20% sustained gross profit and a sustained top 10 ranking in the Gulf States area in less than one year. Supervised up to 30 support technicians at multiple offices. Assigned and monitored workload distribution for all technicians using Remedy AR system software. First line 24/7 pager coverage for all tickets opened for VIS Field Support group covering offices located at DFW Airport TX, Coppell TX, Irving TX and Overland Park KS fielding as many as 4000 pages a month. Show less

Education

  • Tarrant County College
    Compuer Science
    2000 - 2001
  • Tarrant County College
    Computer Science
    1985 - 1986

Community

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