Russ Cusano

Experience

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  Acme Markets

  Jun 2012 - Jan 2015

  Front End Supervisor

  Originally hired as grocery store bagger/clerk, and promoted to cashier within 6 months. Promoted to Customer Service within 1 year of hire. Given supervisory responsibilities 6 months after. Awarded employee of the month on multiple occasions. Includes experience as Fill in Front End ManagerDuties included:• Providing excellent customer service• Ensuring continued store operations in absence of store manager (night shift manager).• Counting money, running necessary end of day reports, and shutting down store for evening• Assisting in different store departments as needed. • Performing basic store maintenance tasks,• assisting in merchandising and shipping/receiving including operating forklifts. Show less

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  Kmt Brrr

  Dec 2014 - Jun 2015

  IT Technician

  Only onsite IT staff member for two locations, including corporate office and warehouse in Swedesboro, as well as additional warehouse in Seabrook, NJ.Duties included:• Installing and maintaining computers, network infrastructure, closed circuit television/surveillance systems, and other hardware.• Providing end-user technical support• Advising management on technical matters.• Managing VoIP phone systems, entry/surveillance systems, Small Business server/Exchange, and Active Directory. • Assisting warehouse employees as necessary, including loading/unloading trucks, operating scissor lifts and forklifts Show less

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  Kmart

  Jul 2015 - Oct 2015

  Hardlines Merchandiser / Customer Service Supervisor

  Front End Supervisor and hardlines merchandiser at Kmart Store until store closure. Received Letter of recommendation from HR representative.Duties Included:• Merchandising sales floor,• Supervising and providing support and guidance to cashiers• Counting money• Provided outstanding member service, by listening to and addressing customer complaints, and escalating to store management when necessary

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  Sears Stores

  Oct 2015 - Apr 2016

  Consultative Sales Associate

  After Kmart closure, was hired for Consultative Sales Associate position at nearby Sears store. Retained original Kmart hire date/seniority as an employee of Sears Holdings Co.Duties Included:• Listening to customer’s needs, and recommending products to meet their needs (Hardware/tools, lawn& garden, home appliances, electronics)• Restocking sales floor inventory as needed, along with pricing and signing.• Maintaining appropriate merchandise protection standards, in conjunction with Loss Prevention team Show less

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  MTI - Mobile Technologies Inc.

  Jan 2016 - Apr 2016

  Merchandising Field Technician

  Part time / as-needed Mobile Field Technician responsible for traveling to retail stores and other customer sites to complete assigned work.Duties Included:• Installing and repairing retail security systems.as well as various computer and Audio-visual client systems.• Merchandising systems and displays in accordance with planograms and execution instructions.• Briefing store management on work to be done, and escalating any concerns or issues during visit to appropriate team

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  US Army

  May 2016 - Jun 2018

  Computer Detection Systems Repairer (94F)

  Active Duty Soldier working in brigade level Electronics Maintenance Shop. Was frequently called upon to lead other 94F’s in the shop and coordinate work with other members of the shop.Duties included:• Performing field level maintenance and repair on microcomputers and electromechanical telecommunications equipment, Global Positioning System (GPS) receivers, switchboards, telephones, associated wire instruments/equipment, night vision devices/equipment, and nuclear, biological, and chemical (NBC) warning and measuring devices.• Filling out all necessary work order paperwork and technical inspection worksheets.• Re-imaging hard drives• Performing advanced troubleshooting on vehicle mounted systems including FBCB2 / JCR• Transported or facilitated transportation of equipment to appropriate depots or higher-level repair shops as needed.• Training new members of the Electronics Maintenance shop,• mentoring junior soldiers, ensuring they have everything they need to succeed. Show less

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  Dell Technologies

  Oct 2018 - Apr 2020

  ProSupport Senior Technician

  Call center agent working with external customers, and providing technical knowledge and assistance to co-workers whenever possible. Won Customer Experience awards 2 consecutive quarters.Duties included:• Troubleshooting customer computer systems for both hardware and software issues• Taking notes of all of customer complaints, and solving problems.• Walking customers through minor fixes for software or operating system reinstalls, or assisting them through remote desktop connection.• Diagnosing hardware issues, and dispatching appropriate hardware, or Onsite Technician as appropriate.• Ensuring system has appropriate warranty and that all support provided is within scope of company policy.• Producing quotes for out of warranty repairs, as well as additional purchases.• Ensuring all customers’ needs are met on the call, or by following up via email. Show less

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  U.S. Department of Veterans Affairs

  Jul 2020 - Jan 2022

  Information Technology Specialist

  Was responsible for providing the highest quality Point of Care Customer Service in accordance with established policies and procedures, working in a multi-vendor IT environment supporting multi-user computer systems. Responsible for IT support on Waco Medical Center campus as well as 2 remote clinics in Palestine and Brownwood (each 2 hours away from Waco).Duties included:• Studying documentation provided with new or revised software and taking appropriate steps to install software.• Maintaining and supporting VOIP systems, Automated Call Distribution Systems (ACD), video endpoints, virtual desktops, and all phones (IP, Soft, Analog, etc.).• Training lower graded IT Specialists, as requested.• Evaluating usage patterns, problematic trends and patterns, and incorporating customer feedback into suggestions to the Lead or Supervisory IT Specialist.• Documenting solutions to problems and recommending fundamental changes to system configurations to prevent recurrences.• Performing routine validations of assets and proper data removal and hardware turn-in• Providing support and maintenance for all Office of Information Technology (OIT) equipment.• Ensuring IT support ticketing system (ServiceNow) tracking and asset information is accurate.• Ensuring telecommunications closets are organized.• Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.• Maintaining and updating system files and applications necessary to control all aspects of system operations and access.• Routinely walking throughout the medical center as needed to accomplish duties and support customers, as well as traveling to other customer sites as necessary.• Moving, mounting, and installing computer equipment such as monitors and printers, servers, routers, switches, etc. to include crawling under desks and behind areas to gain access to equipment, as needed.• Modifying and updating active directory accounts as needed. Show less

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  Strategic Communications Wing ONE

  Sept 2022 - now

  Enterprise Network Manager