IT Support Representative

Debra M. Heckman

**** ***** ***** ******

Omaha, NE 68137

402-***-**** (Cell)

*************@***.***

Qualifications:

Seeking a permanent position with a company in which I am able to show my work

ethics, job performance and advance in opportunities within the company.

Work History:

ITC Infotech – Contracted for Bank of the West

February 2015 – Present

I am currently working as a contractor for the Bank of the West’s Help Desk. We are

dealing with primarily Tier 1 support, and sending more complex incidents to higher

Tier’s for escalation. I work answering phone calls, emails, and work with bank

customers from all over the United States. The Help Desk at BOTW supports over 15000

different bank applications, and many other desktop applications.

CoSentry Data Center, Bellevue NE

October 2013 – January 2015

CoSentry is a data center and I was in a Help Desk position. My position was a contract

working with Cisco on Cisco server hardware issues. I took phone calls and emails and

diagnosed possible hardware issues for HP and iBM servers, and my title was a Cisco

TAC Engineer. If a part was determined as failed, and the customer had a current

contract with Cisco, I would order the part for the customer, keeping in contact with the

customer to assure that the device arrived and if it resolved their issue.

Customer Support/Computer Technician, Omaha Public Schools

September 2004 – September 2013

My job consisted of troubleshooting any and all Windows and Macintosh computer

issues. In addition to that I meet user needs, set up network accounts, assign computers,

order parts for computers and printers, help with Infinite Campus issues, set up for

visitors using our technology equipment, manage all backups of servers, configure

software and networking applications, troubleshoot printers, create Ghost images and

deploy, create Macintosh images and deploy, manage Read 180 and Read About servers

and clients, and work with vendors on any issues that cannot be resolved.

Technology Paraprofessional, Omaha Public Schools

August 1997 – December 1999 & August 2002 – August 2004

I worked twice as the Technology Paraprofessional at Marrs Magnet Center. I learned

how to do simple troubleshooting in addition to working with students on various

projects.

Teacher’s Aide, Westside School District

October 1996 – May 1997

I was hired to work with one of the SPED teachers as a teacher’s aide. In addition to

working one on one with the students, I also helped with supervision, went on field trips

and did some data entry.

Customer Service, Oriental Trading Company

August 1993 – August 1996

I started at Oriental Trading as a sales representative, taking incoming orders for the

Oriental Trading catalog. Within one year I was promoted to Customer Service, where I

stayed for the remainder of the time I worked there.

Education:

Ralston High School

90th and Park Drive

Ralston, NE 68127

Graduated 1984

Vatterott College

Omaha, NE Campus

Graduated September 2001

Associates Degree in Computer Technology/Networking

HP Certified Platform Specialist

Accomplishments: Managing a school the size of Marrs was a real challenge for me the

nine years that I did it, but I am very proud of the work that I have done and what I

learned throughout the process. I was in charge of over 1000 computers, both Mac and

Windows, plus 4 servers. I also have customer service experience and I am very good

with people both in person and on the phone.

Hobbies and Special Interests: Family, computers, pets, and home repairs, Mentoring.

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