1. JoAnn Heck
502 Manatawny St., Pottstown PA 19464
Tel: (610) 809-3320
E-Mail: joheckster@gmail.com
SUMMARY OF QUALIFICATIONS
• Working knowledge of all aspects of Information Technology Help Desk including Automated Call
Distribution, Desktop Telephone Client Software, Knowledge Base Application, Client Services, Time-
Sensitive Prioritization, Creation, Assignment and TCO Follow Up on Trouble Tickets to the Best
Possible Resolution.
• Current and proficient in Microsoft Office Applications, Active Directory for Users and Computers via
Microsoft Management Client Services, ServiceNow Incident Management, Fuji & Dublin versions,
ESMS for Verizon Services, IBM Mainframe Applications (IMS, TSO, Netview, TelNet), Internet &
Social Media applications, and the ability to quickly learn proprietary software
• Concepts necessary to prepare databases, spreadsheets, charts, reports and records in a practical manner
• Valuable experience with heavy telephone triage in the fields of Internet Technology, State Employee
Support, Healthcare, Education and Mental Health communities.
• Assist Human Resources Coordinator with applications, benefits, background checks, payroll datat, etc.
• Innate ability to remain calm in and adapt to stressful situations while working to find suitable solutions
• Ability to evaluate and characterize nature and emergent basis of assignments, carefully document and
prioritize accordingly
• Familiar with transcription using various analog and digital forums
• Knowledge of Medical Terminology, Anatomy & Physiology, Medical Conditions and Pharmacy
Technology, Medication Administration, Common Side Effects and Interactions
• Working knowledge and experience in Clinical Healthcare, Patient Intake, History & Physical, Vital
Signs, Immunizations, Prescriptions, Medication Administration, Charting, HIPAA and Medical Ethics
• Skills to successfully operate office machinery such as facsimile, copiers and multi-line telephones
• Talented at creating newsletters, web content, correspondence, initial and responsive, for organizations
and professional executives
PROFESSIONAL EXPERIENCE
InspiriTec, Wyomissing, PA 19601 July 2014- present
HDI Support Center Analyst
• PA Dept. of Labor & Industry Information Technology Help Desk (LINKS: Labor & Industry Network
Knowledge Support)
Celtic Kettle Jewelry & Supplies, dba Simple Earth Creations, Pottstown, PA June 2003 – present
PROPRIETOR
• Jewelry Artist, create and maintain E-Commerce website including design, marketing, procurement, and
sales
Akasha Web Design, Sharon Hill, PA March 2006 – June 2010
ADMINISTRATIVE SUPPORT & GRAPHIC DESIGN
• E-commerce storefront population, graphics for web design company; contract negotiation

2. JoAnn Heck
502 Manatawny St., Pottstown PA 19464
Tel: (610) 809-3320
E-Mail: joheckster@gmail.com
Family Support Organization of HSW, Flemington, NJ January 2005 – July 2007
PROGRAM COORDINATOR
• Supervise staff of social service workers and provide services for families of children living with
emotional, behavioral and/or mental health challenges. Heavy telephone triage and referral services.
Family Visitation and Intervention.
Phillipsburg Public Schools, Phillipsburg, NJ July 2003 – August 2004
ADMINISTRATIVE ASSISTANT/SCHOOL SECRETARY
• Administrative Support and Front Office management for Principal of Early Childhood Education
Program
Readington Township Board of Education, Whitehouse Station, NJ May 2000 - May 2003
ADMINISTRATIVE ASSISTANT/CENTRAL OFFICE SECRETARY
• Secretarial support to Superintendent, Administrators, and Payroll & Benefits at Board of Education
Office
Condensed Curriculum International, Inc., Fairfield, NJ May 1995 - September 1996
ADJUNCT PROFESSOR of HEALTHCARE PROFESSIONS
• Training of adult students in all aspects of front and back physician’s office
Irvington Public Schools Outdoor Education Center May 1989 - August 1991
CHIEF HEALTHCARE OFFICER
• Administration of medical care, first aid and pharmacological needs of staff and students at residential
camp
Valley View Long Term Care Center, Frenchtown, NJ June 1984 – November 1988
NURSE/ SHIFT CHARGE NURSE
• Shift Charge Nurse; 65-bed ambulatory LTC with oversight of small team of Certified Nursing Assistants
EDUCATION & QUALIFICATIONS
HDI Association for Technical Support Specialists – Certification ~ HDI Support Center Certification
Worldwide Education – Specialized Diploma ~ Microsoft Applications Specialist
Warren County Community College– Specialized Diploma ~ Pharmacy Technology
NAPNES – Specialized Diploma ~ Pharmacology for Nurses
Hunterdon Medical Center Adult Program ~ Associates Degree, Practical Nursing