Russell Mckissack
Houston,TX
Summary
With a proven track record at the US Army, I excel in troubleshooting network issues and leading teams to success. Expert in network configuration and support, I boosted system efficiency by over 30%. My strong leadership and technical skills ensure peak operational performance and exceptional user support.
Overview
12
12
years of professional experience
Work History
Information Systems Support Specialist
Insyper Solution/ Mattress Firm Holding
11.2023 - 06.2024
- Contributed to successful project completion by providing technical expertise during planning stages and throughout implementation process.
- Implemented remote access solutions enabling employees to work efficiently from offsite locations.
- Assisted users with password resets, account access issues, and other common helpdesk requests, improving overall user experience.
- Used ticketing systems to manage and process support actions and requests.
- Reduced downtime by proactively identifying potential system issues and implementing preventative measures.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed comprehensive documentation for IT processes, procedures, and best practices to facilitate knowledge sharing among team members.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
25B Information Technology Specialist
US Army
09.2018 - 06.2023
- Managed ongoing computer hardware and software issues, including dissemination of unclassified and classified information.
- Provided troubleshooting for software systems and system hardware on areas such as IP conflicts, TCP/IP routing, satellite signal acquisition, data path transmission and related irregularities.
- Provided telephone and in-person support to over 5000 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
- Developed, documented and implemented standard operating procedures for military and civilian information systems security large office system workgroups.
- Apply best management practices in handling Exchange Server 2003 file server, server backups, active directory users and computers, local domains and policies, local security policies, Outlook 2003/2007/2010 as well as software and hardware installation
- Responsible for implementing network system installations, changes and upgrades.
Lead Customer Service Representative
National General Insurance Company
03.2016 - 08.2018
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Managed over 50 calls per day.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
Forklift Operator
Atrium Windows & Doors
11.2012 - 06.2016
- Used hand-held scanners and physical logs to accurately track item movements.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Unloaded materials and goods at designated locations for best project availability.
- Followed verbal and written instructions to properly move and ship products.
- Loaded package containers onto forklifts and transported into packaging areas.
Education
Associate of Applied Science - Business Administration
Forsyth Technical Community College
Winston-salem, NCBachelor of Science - Cloud Computing
Western Governors University
Salt Lake City, UT01-2027
Skills
- Help Desk Support
- Mobility Devices
- Network Configuration and Support
- Software Patches
- Device Installation
- Computer System Maintenance
- Windows Operating System
- VoIP Installation
Troubleshooting Network Issues
- Switches and Routers
- LAN and WAN Assessment
- Onsite Installations
- Software Release and Rollout
- Configuring Devices
- Structured Cabling
- TCP/IP
- Remote support
Active security Clearence
DoD secret security clearence
Timeline
Information Systems Support Specialist
Insyper Solution/ Mattress Firm Holding
11.2023 - 06.2024
25B Information Technology Specialist
US Army
09.2018 - 06.2023
Lead Customer Service Representative
National General Insurance Company
03.2016 - 08.2018
Forklift Operator
Atrium Windows & Doors
11.2012 - 06.2016
Associate of Applied Science - Business Administration
Forsyth Technical Community College
Bachelor of Science - Cloud Computing
Western Governors University
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