Customer Service Help Desk

Zachary D. Russell

***** ***** ***, **********, ** 80020 303-***-**** *************@*******.***

Experience

SERVICE DESK ANALYST 1&2 BUILDERS FIRST SOURCE 1/2017 – 6/2017

Responsible for customer service and support

Handle incoming calls and emails from customers regarding all issues

Application support across multiple platforms – Office 2010, 2013, POS Systems

Provided Queue management and ensured proper escalation paths

On Call rotation and was first line of support for all incoming issues and outages

Handled two domains and supported our Migration Team during transitions

Worked closely with other teams to ensure our knowledge base was up to date

HELP DESK ENGINEER REALD 10/2016 – 01/2017

Responsible for customer service and support

Provide support for incoming tickets via email, phone, and Ticketing system(Dell Kace)

Hardware and software support for Mac and Windows as well as Android and IPhone

Created policies and procedures for known issues

Created procedures and knowledge base articles as well as department summaries

Imaged machines with Windows 7 professional before moving to a dedicated WDS

DEDICATED DESKTOP SUPPORT PROFFESSIONAL CU BOULDER 5/2015 – 07/2016

Provide desktop support for campus departments (Registrar’s Office, Speech Science’s, Engineering)

Diagnose and repair pc’s, macs, tablets, iPhone, and android

Manage and deploy computers using SCCM, Active Directory, and Grouper for security groups

Utilize Service Now For completing tickets as well as keeping customers up to date on ongoing issues

Create procedures and knowledge base articles as well as department summaries

Responsible for building out new department OU’s and designating and maintaining Group Policy

Worked in a customer facing environment

HELP DESK II CERES TECHNOLOGY GROUP 9/2014 – 05/2015

Point of reference and escalation for Help Desk I

Escalate tickets to Help Desk III if necessary

Use of online ticketing system Connect Wise and Labtech

Found root cause of continuing issues for clients and was able to work with management on rolling out permanent fixes

On call for 1 week once a month for emergency response I.E. server down, unable to remote/VPN, Exchange issues

Perform weekly on site visits for my managed service clients as well as remote support

Primary Tech for managed service clients, build and configure workstations (desktops, laptops, tablets)

Configuring machines for clients including software and network integration

QA DEVELOPER SUPPORT MICROSOFT: BING MAPS 5/2014 – 8/2014

QA advisor on Bing maps, geospatial image operator

Hired onto contract with Microsoft IPE 3D Mapping project.

Promoted to Lead QA, Team Lead for when certain aspects of the software would break and work with developers and to identify root cause, developers would then deploy a fix and a new build to the team

Provide detailed feedback to developers to assist with making the tools more user friendly for the QA team

Education

3 YEARS DEVRY UNIVERSITY FRONT RANGE COMMUNITY COLLEGE

Major: Computer engineering Minor: Computer Information Systems

Skills & Abilities

CompTIA A+

Well versed in Windows 7, 8, 8.1, 10, Mac OSX

Managing Group Policy

Hardware/Software Troubleshooting

C/C++

Active Directory and Server 2008 and 2012 experience

VPN configuring troubleshooting

Service now / ConnectWise / RT

SCCM monitoring and deployment

Exchange 2013 and 2016 Admin Experience

Imaging experience with SCCM and WDS

Experience with ADUC, VPN, Citrix, ServiceNow

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