Help Desk
Resume:
RUSSELL JOHNSON
Houston, Texas 77081
**********@*******.***
SUMMARY
Highly driven, quick learner with strong consultative and analytical skills. A Professional desktop support analyst, developing, testing, and implementing aspects of the Microsoft environment including NT support applications for business partners with various business needs.
PROFESSIONAL EXPERIENCE
VuTech Display Systems. Houston, TX 11/15 – Present
IT Support Specialist
Desk side support, maintenance and deployment for Microsoft products, and peripherals for all internal clients.
Supports the team of associates on Windows v7 with Outlook 365 with a less than 1% downtime.
Install proprietary software for customers.
Updates to the knowledge base
Responsible for imaging desktops including Citrix
Infosys (Under contract to Sysco Foods) Houston, TX 4/12 – 9/2015
Team Lead of the Service Center
Supporting all hardware, software and communication related problems for the largest N. American food distributor.
Team Lead for help desk of 52 agents.
Creating curriculum training.
Escalations for high and critical issues.
Monitoring and coaching from team metrics.
Reporting for specific parameters.
Knowledge base article maintenance and creation.
Creating/updating training documentation.
Supporting Outlook Exchange server 2013 and Outlook 365
Managing printers, invoices and security on a IBM AS/400 midrange platform
Supported MS Office 2007, and IE versions 8 and 9.
Active Directory account monitoring.
Configuring Proxy server for continuous Internet access
Managing users SAP accounts
Documented actions and resolutions on web based Remedy on Demand.
Coordinating with 2nd and 3rd tier support on proprietary software.
CISCO INC. Houston, TX 6/08-09/11
Desktop Support Analyst
Desk side support, maintenance and deployment for Windows XP Professional workstations and peripherals for all internal clients.
Responsible for imaging desktops and laptops meeting company standards.
Handled all front line software, and printer configurations for clients via phone and Remote Assistance.
Supported MS Office 2007,but not limited to, IE v9.
Supported network administration with Active Directory in conjunction with Group Policy.
Documented actions and resolutions in Remedy.
TEKSYSTEMS (under contract to AIG - American General) Houston, TX 9/07-4/08
Help Desk Analyst
Assisted with keeping up service level agreements and the migration of the Information Support Center moving overseas.
Trained on-the-job participation to 25 overseas employees.
Handled all front line IT hardware, software, and peripheral support for clients via phone and Dameware Remote System Management software on a Novell network using Outlook Exchange servers to maintain current service level agreements.
Documented new procedures and resolutions in Remedy system.
DUKE ENERGY CORP. (formerly PanEnergy Corp.) Houston, TX 1998-2007
Help Desk Analyst II
Desk side support, maintenance and deployment and utilization of Windows 2000 and Windows XP workstations for customers within NT environment.
Mentored, developed, and coached employees through on-the-job participation keeping client approval rating at 95%.
Evaluated corporate software and hardware by troubleshooting and fixing related problems resulting in reduced downtime.
Managed network integrity through NT Domain access and which ensured LAN security.
Provided network administration including, NT domain access, authorizations using NT tools User Manager, Remote Assistance and Web Administration for SMS to increase efficiency.
Provided printer administration improving reporting productivity.
Supported Lotus Notes/ Outlook through remote connections using NT tools User Manager.
EDUCATION
Completed 42 hours toward BS in Computer Science, Sam Houston State University
Computer Learning Center Diploma in Computer Operations
PROFESSIONAL AFFILIATIONS
Member of the Houston Chapter of the Help Desk Institute desktop
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