Customer Service Microsoft Office

Russell Heitzman

**** ********* *****, ********, ***** 77505 281-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Professional with 15 years of Information Technology experience in Help Desk, Desktop Support, and Network Administration. Career goal is to offer this advanced knowledge and skills for Help Desk/Desktop/Network Administrator support environments. Works well as a member of a team or independently in activities such as troubleshooting, installations and maintenance of computer hardware, software, mobile devices and networks. In-depth knowledge and understanding of numerous software packages and operating systems. Proven abilities to easily identify and resolve technical issues. Excels in interacting with the User by listening to issues, mitigating concerns, competently diagnosing problems and implementing the most effective solutions.

Areas of Expertise

Windows XP/ 7 / 8 / 10 Active Directory Norton Internet Security Microsoft Server 2003/2008 TCP/IP, DNS, DHCP Visio Studio

Microsoft Office 2007/2010 Outlook Remedy

WORK EXPERIENCE

Kelly Services, Houston, Texas October, 2015 - September 2016

Computer Support Operator

Supported the Research and Development group at Exxonmobil Refinery in Baytown, Texas

main priority was to trained incoming new employees on software used in the labratories

Provided first and second tier support in a low volume environment

Diagnose, troubleshoot and resolved a range of software, hardware and connectivity issues

Excelled in asking probing questions and researching, analyzing and rectifying problems

Maintained the software vesion on computers used for training lab technicians and the R & D group development

MDP Group, Inc., Los Angeles, CA January, 2009 - June, 2014

Desktop Support Specialist

Position required the complete set up and maintenance of all required hardware and software for small medical businesses

Order computer components and build computer per requested requirements of the Software consultant and deployment of the equipment in designated area of office

Installation of operating system and proprietary software and connection to the network.

Functioned as a single point of contact for physicians and office staff to provide support and training for proprietary software and it's hardware and operating system.

Key objectives of this position were twofold: 1) To ensure that that all equipment was properly setup and deployed to the work areas when and as requested; 2) To ensure that all support issues were resolved effectively in the shortest time possible and to guarantee optimal performance.

A timely response and effective troubleshooting was required for all issues reported by physicians and nurses

Russell Heitzman Computer Services, Pasadena, TX June, 2006 – January, 2009

Owner/Operator

Assisted customer in making hardware/software, mobile and network decisions.

Remove Viruses and Malware from infected computers.

Built gaming computers for customers

Provided customers with ongoing support for laptop and desktop software and hardware.

Jerry Heitzman Construction and Remodelling, Pasadena, TX January, 2003 – January, 2006

Skilled Construction Laborer

Drywall Specailist/Journeyman Electrician

Installation of sheetrock, tape and float, texture and paint

Re-route electrical wiring per blue prints and buildout specifications.

Help cabinet maker build cabinets, stain or paint, and install cabinets

Re-route electrical wiring

Enron Corporation, Houston, TX September, 2000 – December, 2001

Helpdesk Support Analyst

Provide first and second level Help desk /Desktop support, resolved 84% incidents on first call in supporting 20,000 plus internal and external customers

Instrumental in creating the IT Service Level Agreement for Helpdesk

Desktop/laptop/Peripherals support skills with familiarity using remote desktop access.

Knowledge of basic network troubleshooting steps, TCP/IP, DNS, DHCP.

Proficient in Microsoft Office, Outlook, MS Project, MS Visio, and Remedy

Trouble-shoot LAN/Wan connections, diagnose problems using IPASS/VPN.

Monitor routers and network connections in a multi-platform environment.

Train and supervised new Help Desk personnel.

Received outstanding ratings on performance reviews with top remarks in teamwork, customer service, communication skills and technical problem solving

Support Technologies, Houston, TX September, 1999 – September, 2000

Helpdesk Analyst

Provide first and second level Help desk support; minimum of 4 years customer service experience in a helpdesk environment supporting 20,000 plus internal/external clients worldwide.

Resolved 84% incidents on first call.

Instrumental in creating the Service Level Agreement for Helpdesk.

Desktop/laptop/Peripherals support skills with familiarity using remote desktop access.

Knowledge of basic network troubleshooting steps, TCP/IP, DNS, DHCP.

Interium Technologies, Houston, TX February, 1998 – February, 1999

Helpdesk Analyst

Provided first and second level support for BMC Software 20,000 + internal/external customers worldwide.

Monitor routers, switches and hubs for LAN/WAN bottlenecks.

Diagnose and trouble-shoot client’s issues with pc hardware and software.

Monitor IBM 3090 Main Frame Computer

Knowledgeable in Microsoft Office Word, Excel, PowerPoint

Tenneco Energy, Houston, TX February, 1987 – February, 1997

Helpdesk Analyst/Lead Computer Operator

Strong knowledge Computer Operation. Provide first level helpdesk support for 12,000 Tenneco

employees.

Schedule daily batch jobs, perform backup of system and user files, and created offsite backup tapes.

Performed Disaster Recovery operations twice a year. .

Monitor IBM 3090 Main Frame computer; perform shut down for maintenance schedules.

Train Computer Operation Personal

Developed and maintained positive relationships with internal partners.

EDUCATION

ITT Technical Institute – Webster, TX

March 2012 - December 2013

Associate of Applied Science in Computer Network Systems, GPA 3.80

Graduated December, 2013

Houston Community College System Houston, TX 1995-1996

CERTIFICATIONS

Microsoft CompTIA A+ in progress

Helpdesk Certified, 2000 HDI

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