Quality Assurance Customer Service
Resume:
Ryan Heiligenthal
Springdale, AR 72764
Phone: 618-***-****
Fax: 877-***-****
Email: ********@*****.***
EMPLOYMENT
Febuary 2011 – Present Murtech / Insight Global
Contract Technician
Responsible for insuring that IT work is done in accordance with
the standard operating procedures provided to me by clients.
Work on equipment, software, and hardware. File all necessary
paperwork and turn it in to the appropriate parties. Address any
issues that arise with the appropriate parties.
March 2000 – Present Remote Tech
Owner/Consultant/Technician
Responsible for meeting with clients and helping them find
solutions for their needs. Project design and management,
hardware and software support, graphical design, and website
development. Working with outside vendors and client staff to
insure projects are done on time and within budget. Work with
clients to find equipment, hardware, and software solutions to
meet their needs and budget. Design, implement, and train staff
on hardware, software, and equipment. Develop backup and
archiving procedures to insure redundancy and efficiency.
Develop databases, reports, and spreadsheets to allow for
analysis of financial and other proprietary information.
Aug. 2009 – Present Keren Hart
Herrin, IL
Technician/Desktop Publisher/Consultant
Design and produce samples catalog for sales representatives.
Configure, install, and maintain servers. Set up data backup and
recovery plan. Consult on various hardware and software issues.
Web site design. Give project status reports to management and
owners. Work with staff to understand what their needs are and
to insure that they are met during the project design and
implementation phases.
Aug. 2009 – Dec. 2010 Harrisburg Medical Center
Harrisburg, IL
Technician
Responsible for configuration and installation of PC’s and
servers. Maintained and repaired equipment. Kept operating
systems and antivirus software up to date. Reviewed network
security analysis report and addressed issues. Monitored web
filter and allowed or blocked user access to sites. Programmed
databases for special projects. Removed viruses and recovered
lost information. Assisted staff electronic medical record software
issues (EMR), Worked with EMR vendor to fix issues, and
trained staff as needed. Performed after hours tech support.
Worked with all members of staff including, management,
physicians, nursing, business office, and maintenance to
address any concerns or questions they had on computer usage
or problems they were having with supported software or
equipment. Was responsible for help desk and phone support for
staff. Researched and purchased equipment and software for the
hospital.
Feb. 2009 – Aug. 2009 LA Services
Carbondale, IL
Contract Technician
Diagnosed and repaired customer equipment. Diagnosed and
repaired network issues, removed viruses, and recovered lost
data.
July 2007 – Feb. 2009 Center for Comprehensive Services
Carbondale, IL
Clinical Information Specialist
Entered reports of services. Cross referenced databases to
ensure that information was accurate. Revised and drafted
egress maps for existing and new locations. Developed a
database for offsite entry of reports of service. Created and
edited images and layouts in Quark, Photoshop, and Adobe
Illustrator. Trained new staff on report of services and
professional narratives as part of new hire orientation.
Nov. 2006- March 2007 The Mediacall Group
Macomb, IL
Graphic Support/Database Designer
Edited images and collected them for client projects. Developed
databases to track client jobs and give them access to their
images via a web accessible database.
Nov. 2005- Sept. 2006 The Connection
Las Vegas, NM
Quality Assurance Analyst
Reviewed job performance of employees. Insured that
employees met the standards of each client. Met with clients on
a weekly basis to keep abreast of changes in strategy and policy.
Scheduled appointments with staff and clients to discuss
products, services, and performance.
Aug. 2005- July, 2007 ASR Financial Services
El Paso, Texas
Technician /Consultant
Excel datasheet design and management. Set up data backup
and recovery plan. Consulted on various hardware and software
issues. Web site design and maintenance.
March 2000 – Aug. 2005 Cook Sales Inc.
Coben, IL
IT Manager
Programmed databases to track clients and their financial needs.
Excel datasheet design and management. Maintained and
purchased computer equipment. Maintained and installed wired
and wireless networks. Designed database to print w2 and 1099
information. Setup software to submit tax information
electronically.
Jan. 1998 – March 2000 Chief’s Collectibles
Las Cruces, NM
Web Page Designer
Responsible for designing, maintaining web page, and educating
staff on Internet protocol and usage.
Jan. 1998 – July 1999 New Mexico State University
Las Cruces, NM
Database Programmer
Designed and programmed a database to keep track of
equipment and software that were donated to a local charity
affiliated with NMSU / NASA.
1999 Excel Communications
Las Cruces, NM
Customer Service Representative
Handled inbound service calls.
1999 State of New Mexico
Las Cruces, NM
Disabled Students Tutor
Tutored students with special needs in computer sciences
courses offered at New Mexico State University / Doňa Ana
Branch Community College.
Jan. 1997 – Dec. 1998 Kinko’s Copies
Clearwater, FL
Graveyard Key-OP / Computer Services
Responsible for running customer jobs, taking customer orders,
desktop publishing, backing up computer files, custom printing
services.
June 1996 – Jan. 1997 Kinko’s Copies
Las Cruces, NM
Co-Worker.
Responsible for running customer jobs, taking customer orders.
Jan. 1993 – June 1996 New Mexico State University
Las Cruces, NM 88001
Computer Technician / Computer Tutor
Monitored computer labs, repaired computers and network,
monitored student testing and tutored students with course work.
June 1993 – June 1998 United States Army Reserve
El Paso, TX
General Equipment Operator / Unit Clerk
Maintained company records, advised soldiers on career
options, got units ready for inspection, and operated a variety of
motorized vehicles.
EDUCATION
Bachelor’s of Science in Computer Science
Devry University
Chicago, IL
Expected Completion Date May 2011
Associates Degree in Computer Science
Dona Ana Community College
2006
Las Cruces, NM
Las Cruces High School
1993
Las Cruces, NM
AWARDS Hospital Hero (2010)
Recoginized by the staff for outstanding service and work ethics.
PUBLICATIONS Braunling-McMorrow, D., Dollinger, S. J., Gould, M., Neumann,
T., and Heiligenthal, R. (2010). Outcomes of post-acute
rehabilitation for persons with brain injury. Brain Injury, 24(7-
8):928-938.
VOLUNTEER Union County Child Advocacy Center (2002-2004)
EXPERIENCE Designed website and gave computer and networking support
for the organization.
New Mexico Super Computer Challenge (1993 – 1996)
Taught high school students how to write programs and a scientific research paper using
experiments and supercomputer programs to analyze the data.
Kids College (1993 – 1996)
Taught children grade 2 – 9 the basics of computer repair and
programming.
REFRENCES:
Ron Benco
Lead Tech - Compucom
***.*****@********.***
Supervisor
Van Hendrickson
Laboratory Director
100 Dr. Warren Tuttle Dr.
Harrisburg, IL 62946
618-***-**** ext 229
Colleague
Bill Baumann
V.P., Supported Living Programs & Vocational Services Programs
306 West Mill Street
Carbondale, IL 62901
Colleague
Jon Juarez
Department Head
Dona Ana Branch Community College
P.O. Box 30001
Las Cruces, NM 88003-8001
Supervisor/Professor
John Walker
Associate Vice President for Academic Affairs
Dona Ana Branch Community College
P.O. Box 30001
Las Cruces, NM 88003-8001
Supervisor/Professor
Cheri Heldger
Quality Assurance & Training Supervisor
Data Listing Services Inc.
11351 Rupp Dr.
Burnsville, MN 55337-1200
Supervisor
Contact this candidate