Level II Helpdesk Manager

Resume of Russell M Pool

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

Canton, Georgia 30114

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

Cell: 404-***-****

EXPERIENCE:

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LexisNexis Risk Solutions / ChoicePoint - Corporate Offices - Alpharetta, Georgia – 12/97 – 08/24

ChoicePoint purchased by LexisNexis Risk Solutions - 9/19/2008

Desktop Engineering / End User Compute Engineering – 03/23 – 08/24

Intune / Azure workstation management.

Creating workstation policies/profiles and remediation scripts for 14,000+ workstations (Windows and Apple Mac).

Using Microsoft Defender to find and remediate vulnerabilities.

Generating reports to verify compliance with policies.

Working with Security Operations, InfoSec Blue teams, Application Packaging and IT Service Desk to remediate various issues such as OS Upgrades, Patch Deployment.

Manager 2nd Level Helpdesk 03/08 – 03/23

Manager of 2nd Level Helpdesk supporting 8000+ users with up to 12 direct reports (FTE and Contractors).

Working with recruiting firms to acquire contractors for Enterprise projects (such as OS upgrades and large scale workstation replacements)

Handling onsite building and deployment of workstations to new acquisitions (Sydney AU, Cardiff UK, Nottingham UK, Portsmouth UK, San Jose CA)

Custom programming (VB 6.0, Perl with IIS, JavaScript, some Python and C++) using MySQL, LDAP and Active Directory for reporting, hardware inventories and weekly/monthly ticketing status reports.

Desktop Deployments of Software and Patches using Microsoft SCCM before Microsoft Intune

Helpdesk support requires being a liaison with various groups such as Storage, Windows Server, Unix Servers, Network and Firewall Team on a detailed/technical basis.

Maintaining appropriate new hardware inventory (inventory levels, lead times, evaluating new models)

Proactively replacing obsolete equipment so the enterprise can run the latest OS with current patches.

Making sure support request tickets are handled within the SLA requirements.

Lead Level II Helpdesk – 8/05 – 03/08

Handling Executive technical support personally

Providing support for the various A/V Conference rooms

Making sure Level II tickets are handled within SLA limits

Following up on escalations and providing full circle support

Providing technical expertise and hands on training to team.

Domain Admin / Windows Server Admin / Exchange Admin – 7/04 – 8/05

Primary duty was administration of the 3 Enterprise Blackberry Servers supporting 1000 devices

Migrating users from Lotus Notes to Microsoft Exchange,

Messaging Administrator on Microsoft Exchange (Email, Spam [CypherTrust’s Iron Mail product]

“Lights Out” Data Center Operations (such as “out of band” networking, racking servers, pulling cable, dealing with outage windows, operational procedures, server maintenance, etc),

Level II Helpdesk Support – 02/99 - 7/04

Handling Level II support tickets

Setting up Extend-Connect server (ActiveSync Server to provide email to early mobile devices)

Setting up BlackBerry Enterprise servers for Lotus Domino and Microsoft Exchange

Handling Executive Support

Providing training to peers on Level II tasks

Building scripts to automate Helpdesk tasks.

Programmer – ChoicePoint - 12/29/97 – 02/99

Build application to screen scrape 3720 and VT 100 Terminal sessions to automate data input of customer setups by using WRQ’s Reflection application. This morphed into a processing server that made direct connection to Oracle database for handling setups, then became the Master Billing Service for the Enterprise.

Lindale Manufacturing INC – Lindale Georgia – 12/29/86 - 12/29/97

Systems Industrial Engineer

Incentive Job Calculations using Lotus 1-2-3, Excel and SuperCalc

Mill monitoring using Novell 3.11 and OS2 Warp Connect

Writing custom software to handle data from destructive denim lab testing and generate reports

Administrating the Novell 3.11 Thin/Thick Net Ethernet network (IPX/SPX) on Window 3.11

Engineering an internal email system before Microsoft Exchange. (Pegasus Email - https://www.pmail.com/ )

EDUCATION:

1. College - Floyd College in Rome, Georgia 9/85 - 4/86

2. High School - Riverside Military Academy in Gainesville, GA 30501 - Graduated 5/85

3. Trade School - Coosa Valley Vocational High School - Specialized in Electronics

4. Continuing Education – Southern Polytechnic – Kennesaw, Georgia – C++, DBASE

PERSONAL COMMENTS

Hobbies Include: Piano, Guitar, Computer Programming, Electronics, Aviation, Reading, Camping, Cruising and Motorcycling

I enjoy learning about anything from a technical standpoint. I'm the type of person that asks "How does it work", and then I go do the research to find out how it works. That's what I love about electronics, computers, programming and networking.

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