Joseph Russell
Rowlett,TX - Texas
Summary
With a proven track record at American Healthcare LLC, I excel in data analysis and team collaboration, enhancing business processes and optimizing systems integration. My expertise spans technical support to project management, significantly improving efficiency and customer satisfaction. Skilled in Microsoft Office Suite, bringing a dynamic blend of hard and soft skills to drive success.
Overview
27
27
years of professional experience
Work History
Business Analyst
American Healthcare Llc
03.2010 - 06.2023
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Technical Support Engineer
Xerox
04.2008 - 02.2010
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Help Desk Project Manager
Affiliated Computer Services
12.2007 - 05.2008
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Help Desk Analyst
Affiliated Computer Systems
02.2004 - 11.2007
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Logged support tickets and closed when issues were resolved.
Systems Integrator
Standard Register
08.1998 - 12.2002
- Supported sales efforts by providing technical expertise during client consultations, contributing to revenue growth.
- Collaborated with vendors to secure high-quality products at competitive prices, optimizing budget utilization.
- Assisted in the recruitment of top talent to expand the team''s skill set and capacity for handling complex projects more efficiently.
- Championed process improvement initiatives within the team, driving increased efficiency in systems integration activities.
Help Desk Technician
Stream International
03.1996 - 08.1999
- 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 problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Certificate Of Technical Studies - Computer Programming
Southern Methodist University
Dallas, TXCertificate - Network And System Administration
Southern Methodist University
Dallas, TX08.1998
Bachelor - Businesd Operations
DeVry University
Irving, TX02.1990
Skills
- Data analysis
- Requirements gathering
- Team collaboration
- Microsoft Office Suite
Timeline
Business Analyst
American Healthcare Llc
03.2010 - 06.2023
Technical Support Engineer
Xerox
04.2008 - 02.2010
Help Desk Project Manager
Affiliated Computer Services
12.2007 - 05.2008
Help Desk Analyst
Affiliated Computer Systems
02.2004 - 11.2007
Systems Integrator
Standard Register
08.1998 - 12.2002
Help Desk Technician
Stream International
03.1996 - 08.1999
Certificate Of Technical Studies - Computer Programming
Southern Methodist University
Certificate - Network And System Administration
Southern Methodist University
Bachelor - Businesd Operations
DeVry University
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