Help Desk Software

JAMES L. RUSSELL

Residence: Houston, Texas *****

******@*******.*** 832-***-****

Career Objective:

Full-time permanent employment as an IT Help Desk Support Specialist,

utilizing my 9 years' experience troubleshooting users' hardware/software

issues. Long-term goal is position as Trainer, instructing end users in

hardware and software use.

Skills/Proficiencies:

MS Office, Windows 95 -2000, WinXP, Windows 7; Internet Explorer, MS

Exchange, MSOutlook; MS Remote Assist, Magic, SMS, and Remedy (problem

resolution and call tracking tools); Active Directory (account creation,

unlocking accounts, determining users' membership in group); 13 years'

experience in Administrative/Clerical roles; typing: 70wpm filing,

scheduling meetings. I am also an award-winning public speaker (State of

Wisconsin Forensics State Champion 1980)

*Please take particular note of IT positions at: Security Insurance Svcs.,

Aurora Healthcare, Milw. Public Schools, Milw. County Dept. of Child

Support Enforcement, Mark Travel Corp., & Johnson Controls Corp.

Education:

. MATC, 1982 to 1983, Information Management

. UW-Milwaukee, 1980 to 1982, Broadcast Journalism & Communications

Professional Experience

July '13-Present EPIC Level 1 Triage Help Desk Support Specialist

St. Luke's Hospital, Houston, TX.

. Level 1 triage of EPIC EMR software involved quickly

capturing/summarizing the specifics most crucial to the

description of users issues and determining appropriate

support team to route issue to based upon the user's job

title, department, lingo used, task being performed and

which module of EPIC EMR user was accessing.

. Active Directory for password resets/unlocking accounts,

granting users rights and checking status of their various

accesses, remote troubleshooting of users computers via

RADmin tool, utilizing Remedy, logging users issues into

this problem resolution relational database; support of XP

and Windows 7 use; also use Remedy to research resolution

to past issues, to increase first call resolution. (St.

Luke's is converting from Remedy to Cherwell.) performed

password resets for AD, Epic, Cerner, Mainframe (including

PACS/McKesson), (Reflections), GE Centricity; utilizing

Remedy and Cherwell call tracking tools.

.

Jan '13 - Mar '13 IT Help Desk Support Specialist, Security Insurance

Services, New Berlin, WI (contract)

. Troubleshooting Windows (XP, 7), MSFrontpage, MSExcel,

Internet Explorer, Office, etc.

. Created documentation of resolutions to problems as they

occurred for future use by users. Rec'd issues from users

via phone and company email.

Aug '12 - Oct '12 IT Support Technician - EPIC EMR GoLives (contract)

Aurora Healthcare (contract), Milwaukee, WI

. Level 1 triage of EPIC EMR software golives; involved

quickly capturing/summarizing the specifics most crucial to

the description of users issues (SMS call tracking tool),

and determining appropriate support team to route issue to

based upon the user's job title, department, lingo used,

task being performed and which module of EPIC EMR user was

accessing.

. Basic "how to" support of new EPIC EMR users transitioning

their work tasks from other software (i.e., Cerner to EPIC

EMR), i.e., orders flowing to physicians' in-baskets for

signature, logging of inpatient/outpatient info, etc.

. Password resets (Active Directory, Windows XP, 7); Password

resets for Epic, Cerner, Mainframe (including

PACS/McKesson), Clairvia, AIX (Reflections), IDX/GE

Centricity; utilized SMS, Interactive Intelligence phone

call routing system, Active Directory (domain password

resets), etc.

January 2006 - Freelance Pianist/Composer, Soundworx Multimedia (semi-

pro), Milwaukee, WI

Present Semi-professional singer/pianist at area restaurants, banquets,

hotels, etc. as a sideline to my IT help desk career.

November 2011 to Asset Mgmt - Warehouse (temp), GE Healthcare,

Milwaukee, WI

December 2011 Responsible for transporting components from the warehouse

stockroom to the 27 production lines at this manufacturer of

medical diagnostic and imaging machines. Required entering

in, and removal of, stock to/from the in-house proprietary

stock tracking software, consolidation of stock, use of

pallet jacks; required heavy lifting, accuracy. Utilized

MSExcel for asset inventory, MSWord, Outlook email.

Apr 2009 - Nov 2011 SW/HW Desktop Support -Asset Mgmt. (Contract),

Milwaukee Public Schools, Milwaukee, WI

. Ghosting & Imaging new PC's and laptops; cataloguing,

receiving, disposal of new & old PC Assets;

. Troubleshooting users' issues submitted via

phone/email/vmail re: printers, network connection,

MSOffice, MSInternet Explorer, MSExcel, MSPowerpoint,

Win2000, Win XP, etc., logging problem descriptions into

Remedy problem resolution tool, either resolving issue at

Level 1 or assigning ticket no. to issue and escalating

ticket to appropriate team for further handling.

Apr 2008 - Secretary, Data Entry Clerk (temp), UPS Supply Chain

Solutions, Milwaukee, WI

Feb 2009 Filing letters, invoices, etc., data entry (Microsoft

Excel.)

Oct 2007- Feb 2008 Uverse Tier 1 Support Rep, (LTE) SBC Internet Svcs.,

Milwaukee, WI

. Troubleshooting re: Internet connectivity and Internet

Explorer use, email

. Aided callers over phone using AT&T .Uverse Internet/TV

equipment (remote control, program guide)

. Call tracking in Clarify software.

Nov 06 - Aug 07 IT Support Help Desk Technician (contract), Milwaukee

County, Milwaukee, WI

. Responsible for delivery and installation of 200+ new

Lenovo PC's to users' workstations

. Tools utilized:

. Norton Ghost, imaged hard drives of 200+ Lenovo Pc's,

specific to needs of various department (Sheriff's Office,

Courthouse, etc.);

. Remedy Call Tracking: Ticket creation re: users' issues on

MSOutlook, MSOffice, Windows XP, Windows 2000, MSInternet

Explorer, printers, network connection. If no first call

resolution, Remedy tickets were then escalated to Level 2.

Once resolved, Level 2 entered solutions to Remedy for

referencing by Level 1 on future calls.

. MSExcel: Performed asset management, cataloguing PC's

being retired into MSExcel database.

. Installed/configured Windows XP, Lotus Notes.

Aug 05 - Nov 06 Software Support Analyst (Contract), Wennsoft, Milwaukee,

WI

. High-volume Level One help desk support, troubleshooting

users' questions re: Great Plains Accounting Software.

. Utilizing Lotus Notes, catalogued issues/resolutions,

uploaded data to client-facing website for their future use

in problem resolution

Additional IT Experience (Beyond Seven-Year History):

.

Dec '00 - April 03 Level One Help Desk Support (Contract), Mark Travel

Corporation, Milwaukee, WI

. High call volume Level one help desk; supporting internal

users at this International travel agency.

. Troubleshooting end user issues re: use of MSOffice, MS

Word, MSExcel, MS Internet Explorer.

. Also responsible for cataloguing networking issues and

forwarding them to Level 2 Network support, utilizing

Supportmagic relational database tracking software.

. MSExchange basic admin. (deleting/creating accounts,

setting account limits, etc.)

. Utilized PCAnywhere to remote connect to users

Mar 1998 - Nov 2000 Help Desk Analyst (Contract), Johnson Controls,

Milwaukee, WI

. Performed mainframe password resets

. High call volume Level one help desk; supporting internal

users at this International travel agency.

. Troubleshooting end user issues re: use of MSOffice, MS

Word, MSExcel, MS Internet Explorer.

. Remedy call tracking software: Logging tickets into Remedy

database w/ description of users issues; resolved issue at

first call or forwarded for further handling to appropriate

team @ level 2. printers, network connection

. Basic MSExchange admin.tasks (deleting/creating accounts,

setting account limits, etc.)

. Used Remote Desktop Assistant, SMS to troubleshoot users'

computers, install printers, instruct users in problem

resolution and performing software tasks.

Contact this candidate