JB Russell
St Louis
Summary
Professional with experience in desktop support and IT infrastructure. Proven ability to troubleshoot and resolve technical issues, ensuring seamless user experience. Strong focus on team collaboration, adaptability, and delivering results. Skilled in hardware and software installation, network configuration, and system maintenance. Respected for reliability and effective communication.
Overview
26
26
years of professional experience
Work History
Desktop Engineer
Iron Service Global
Pleasanton, CA
05.2024 - Current
- Installed and configured desktop hardware and software for end-users.
- Provided technical support and troubleshooting for system issues.
- Maintained inventory of computer equipment and peripherals.
- Developed training materials to enhance user understanding of systems.
- Streamlined processes for software deployment across the organization.
- Led initiatives to upgrade systems, improving overall performance and reliability.
- Mentored junior engineers in best practices for desktop support.
- Ensured compliance with IT security policies during system installations and updates.
- Served as a liaison between the IT department and end-users, effectively communicating complex technical concepts in understandable terms.
- Conducted comprehensive testing on new software applications before deployment to ensure compatibility with existing systems.
- Trained new hires on computer and [Software] use and company policies.
- Assisted in the migration of company-wide systems to a virtualized environment, resulting in reduced downtime and increased productivity.
- Improved end-user satisfaction with efficient troubleshooting and timely resolution of hardware and software issues.
- Managed inventory of hardware components, ensuring availability for upgrades and replacements as needed.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Collaborated with IT team to design, implement, and maintain secure network infrastructure for optimal desktop performance.
- Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
- Enhanced system performance by optimizing desktop configurations and implementing software updates.
- Coordinated with vendors for timely procurement of necessary hardware components at competitive prices, maximizing budgetary resources while maintaining quality standards.
- Designed company-wide system implementation strategy, prioritizing cost-effective upgrades and update schedules.
- Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to engineering supervisor.
- Provided technical support during company-wide events, ensuring seamless connectivity and presentation capabilities for all participants.
- Ensured compliance with company security policies by regularly monitoring systems for vulnerabilities and applying appropriate patches when necessary.
- Set up and updated equipment for customer use in line with company standards and procedures.
- Created user accounts and assigned permissions.
Site Support Analyst
SSM HEALTHCARE
MO
02.2021 - 08.2024
- Diagnosed and resolved break-fix incidents related to desktops, laptops, printers, and other peripherals.
- Troubleshot and repaired break-fix hardware issues, including system crashes, component failures, and peripheral malfunctions, to restore functionality.
- Performed hardware component replacements, including hard drives, memory modules, power supplies, and motherboards, ensuring optimal system performance and minimal downtime for users.
- Provides troubleshooting, training, and implementation of clinical and business systems.
- Coordinates desktop, laptop, telephony, and peripheral device support.
- Documents and troubleshoots issues.
- Promotes IHT standards and procedures in completion of work activities.
- Supports Active Directory tools, including group management, script execution, GPO and software deployment, folder and file share access.
- Supports multiple operating systems, including Windows, iOS, and Android.
- Ensures that network devices are maintained with current virus protection and software patches.
- Works with Enterprise Network Services to implement and maintain technology standards for WAN and LAN connectivity and all infrastructure components required to maintain a highly available network.
- Documents and troubleshoots issues while appropriately utilizing the service ticketing system.
- Performs other duties as assigned.
- MO
Helpdesk Technician
TECH MAHINDRA
MO
02.2020 - 12.2021
- Provided technical support for hardware and software issues, ensuring timely resolution of user inquiries.
- Troubleshot network connectivity problems, improving system reliability and user satisfaction.
- Documented and maintained detailed records of support requests, enhancing knowledge base accuracy.
- Collaborated with cross-functional teams to implement IT solutions that improved operational efficiency.
- Trained end-users on software applications, increasing overall productivity and reducing support calls.
- Led initiatives to streamline help desk processes, resulting in faster ticket resolution times.
- Mentored junior technicians, fostering skill development and improving team performance.
- Analyzed support trends to identify areas for improvement, driving proactive problem-solving strategies.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
Network Technician
TRIAGE PARTNERS
St Louis, MO
07.2019 - 01.2020
- Installed and configured network hardware and software to ensure optimal performance.
- Monitored network performance, diagnosing issues, and implementing solutions for improved reliability.
- Conducted regular maintenance on network systems, enhancing overall operational efficiency.
- Collaborated with cross-functional teams to design and implement network upgrades and improvements.
- Provided technical support to end-users, resolving connectivity issues promptly and effectively.
- Developed documentation for network configurations, protocols, and standard operating procedures to ensure consistency.
- Evaluated new technologies and tools, making recommendations for adoption to enhance network capabilities.
- Installed cabling, wireless routers, and telephone systems for data communications networks.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
- Collaborated with team members for successful implementation of large-scale network projects.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
L2 Desktop Support Specialist
PC CONNECTION
St Louis, MO
04.2018 - 02.2019
- Provided technical support for desktop hardware and software issues, ensuring minimal downtime.
- Diagnosed and resolved network connectivity problems, enhancing user productivity.
- Configured and deployed desktops and laptops for end-users, streamlining onboarding processes.
- Assisted in maintaining inventory of IT equipment and supplies to optimize resource allocation.
- Developed and maintained documentation for troubleshooting procedures, improving knowledge sharing among staff.
- Trained junior team members on best practices for desktop support, fostering skill development within the team.
- Led initiatives to upgrade operating systems across multiple workstations, ensuring compliance with security protocols.
- Collaborated with cross-functional teams to implement IT solutions that improved overall service delivery efficiency.
- Conducted thorough root cause analysis on recurring technical problems to identify long-term solutions.
- Implemented preventative measures to minimize security risks in desktop environments.
- Managed inventory of IT equipment to ensure necessary tools were available when needed.
- Optimized company network infrastructure through strategic planning and implementation of upgrades.
- Ensured compliance with company policies and industry regulations through diligent monitoring of desktop environments and security protocols.
- Enhanced system performance by implementing regular software updates and hardware maintenance.
- Increased user satisfaction with desktop systems by providing timely, effective support.
- Evaluated emerging technologies in desktop support field, recommending potential improvements or upgrades as appropriate.
- Established best practices for desktop support specialists, fostering a culture of continuous improvement.
- Contributed to IT department initiatives for new technology rollouts and system upgrades, supporting seamless transitions for end users.
- Mentored junior team members in best practices for troubleshooting and customer service, enhancing overall team performance in providing top-notch support services.
- Maintained detailed documentation on all resolved issues for future reference and knowledge sharing among the team members.
- Streamlined technical support process for improved end-user resolution times.
- Collaborated with cross-functional teams to resolve complex IT issues and improve overall efficiency.
- Improved response time to end-user requests by streamlining ticketing system processes.
- Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
- Reduced downtime by proactively troubleshooting and resolving IT issues.
- Developed customized training materials for employees, increasing proficiency with various software applications.
- Purchased, setup and installed new computers.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Helpdesk and Desktop Support Specialist
BJC
01.2018 - 04.2018
- Supported ‘Epic Project’ launch imaging over 300 systems with new software by providing support to all end users.
- Monitored and troubleshot multiple complex networks according to established Standard Operating Procedures.
- Planned and supported Emergency Action Planning activities for multiple scenarios.
- Converted Linux systems from local password authentication to LDAP and patching.
- Provided support and troubleshooting to networking LAN, WAN, and VPN issues.
Helpdesk Specialist
TELETECH INC
03.2015 - 11.2017
- Fulfilled primary helpdesk support for 60+ desktop and laptop workstations.
- Deployed new virtual servers for hosting clients.
- Managed and maintained LAN, WAN, VPN, and Cisco Telephony by providing support to customers.
- Interfaced with clients via Live Web Chat, inbound calls, email, service desk tickets, and Log Me in Rescue.
- Delivered on-call and after-hours support.
Supervisor
United States Postal Service, USPS
St Louis, MO
06.2004 - 01.2015
- Operated automated sorting equipment to efficiently process incoming mail and parcels.
- Ensured accurate labeling and routing of mail through systematic checks and verification processes.
- Collaborated with team members to maintain workflow efficiency during peak mailing seasons.
- Trained new staff on safe handling procedures and operational protocols for mail processing.
- Monitored inventory levels of supplies, initiating orders to prevent disruptions in operations.
- Supervised 30+ workers
- Implemented process improvements that enhanced sorting accuracy and reduced processing time.
- Coordinated with management to address operational challenges, ensuring timely resolution of issues.
- Conducted regular inspections of machinery, performing routine maintenance to minimize downtime.
- Utilized physical strength to move mail and packages of varying sizes and weights.
IT Support Specialist
United States Army
Soul South Korea
02.2000 - 03.2004
- Diagnosed and resolved hardware and software issues for end-users across various platforms.
- Provided technical support via phone, email, and in-person, ensuring user satisfaction.
- Developed and maintained documentation for IT processes and troubleshooting procedures.
- Trained junior staff on systems operations and customer service best practices.
- Implemented software updates and patches to enhance system security and performance.
- Monitored network performance, identifying potential issues before they impacted operations.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
Education
Master of Science - Information Security Management
Lindenwood University
MO06-2020
Bachelor of Science - Computer Information Technology, Cyber Security
Southern New Hampshire University
NH04-2018
Skills
- Remote desktop management
- Data backup and recovery
- Help desk experience
- VPN configuration
- Software installation
- Network connectivity
- Security protocols
- Hardware repair
- Printer support
- Project management
- Incident management
- Asset management
- Network security
- Technical support
- Patch management
- End-user training
- Data security
- Technical analysis
- Mobile device management
- ITIL framework
- Hardware and software installation
- Technical writing
Personal Information
Title: Support Engineer
Timeline
Desktop Engineer
Iron Service Global
05.2024 - Current
Site Support Analyst
SSM HEALTHCARE
02.2021 - 08.2024
Helpdesk Technician
TECH MAHINDRA
02.2020 - 12.2021
Network Technician
TRIAGE PARTNERS
07.2019 - 01.2020
L2 Desktop Support Specialist
PC CONNECTION
04.2018 - 02.2019
Helpdesk and Desktop Support Specialist
BJC
01.2018 - 04.2018
Helpdesk Specialist
TELETECH INC
03.2015 - 11.2017
Supervisor
United States Postal Service, USPS
06.2004 - 01.2015
IT Support Specialist
United States Army
02.2000 - 03.2004
Master of Science - Information Security Management
Lindenwood University
Bachelor of Science - Computer Information Technology, Cyber Security
Southern New Hampshire University