Randy Leath has over 15 years of experience in help desk and technical support roles. He has a proven track record of strong leadership, communication skills, and the ability to resolve issues. His background includes supporting clients at Cognosante, Deloitte, and Dell with laptops, software, and other technical problems.

1. RANDY LEATH
3207 Luann Dr
Antioch, TN 37013
615.481.1353
Randy.Leath@gmail.com
www.linkedin.com/in/randyleath
SUMMARY
Accomplished Help Desk Professional with over 15 years of experience in computer support
operations. Broad technical knowledge and call center support operations background. Proven
ability to lead project efforts and build strong working relationships. A problem solver focused
on identifying multiple options and cost saving solutions.
 Proven analytical skill and developing of innovative reporting.
 Strong project and team leadership ability.
 Strong written and oral communication skills
 Excellent communication and problem-solving skills
 Strong ability to prepare and maintain detailed records and reports
PROFESSIONAL EXPERIENCE
COGNOSANTE, NASHVILLE, TN 2015 TO CURRENT
Case Analyst II
 Identifying and remediating consumer data issues related to health insurance exchange
coverage
 Applying appropriate research and technical knowledge in order to resolve outstanding issues
in a timely and accurate manner
 Understanding and following escalation criteria to forward complex or unresolvable cases to
correct escalation teams
 Undertaking any other additional duties as assigned by Manager
DELOITTE, Hermitage, TN 2010 to 2015
Initial Support Services (ISS) | CallCenter | Workplace Services
 Provided technical phone support for the partners, principals and directors of the firm
 Supported the Partner, Principals and Directors of the firm on several levels. Laptop,
operating system and other applications.
 Laptop support, Windows 7 and 8.1 support, MS Office support all versions.
 Mobile Device support. Trouble shooting mobile hardware and software, configuration of
exchange email settings and ordering new and or replacement devices. Supported Android,
iPhone, BlackBerry and Windows mobile devices.

2. Randy D. Leath 615.481.1353 Page 2
 Firm related application support. Including; Time entry, Expense reporting, client billing and
CPE tracking.
DELL, Nashville, TN 2000 to 2010
Call Center Operations – Intraday Specialist – Data Analyst, 2004 to 2010
 Monitored call volume and agent adherence for sales and Technical support groups.
Sometimes covering 3 separate call centers.
 Created several intraday and historical report via excel pulling data from several databases.
 Delivered reports in accurate and timely manner.
 Developed and maintained several reports via Excel. This was used by Multi site locations.
 Updated and maintained SMB sales Share Point site.
 Drove Sales productivity and CCO metrics consistently for supported business unit.
 Built and maintained good relationships with business leaders.
 Supported key business initiatives.
Technical Support Phone Specialist, 2000 to 2004
 Provided first-level technical phone support.
 Handled Tier II escalation calls.
 Taught new hire technical phone support and ongoing training class.
AUTOZONE, Nashville, TN 1999 to 2000
Commercial Delivery Specialist Manager
 Took parts orders from local auto repairs shops.
 Dispatched drivers to deliver parts in a timely manner.
 Responsible also for bill and accounts payable of our customer base.
TURNER INDUSTRIES, Bowling Green, KY 1998 to 1999
Shipping and Receiving Clerk
ROOF CONCEPTS, Bowling Green, KY 1998
Sales and Accounting
Quoted and provided estimates for home roof repairs or replacements. Also maintain our
customer database and compiled sales lead for entire sales force at that location. Provided data
analyst of leads verse sales and then break down of time and material needed to perform work.
HEILIG-MEYERS, Bowling Green, KY 1997 to 1998
Collections Manager
SUN CAR WASH SUPPLY CO., Glasgow, KY 1995 to 1997

3. Randy D. Leath 615.481.1353 Page 3
Service Technician – Equipment Installer – Supply Delivery
NELSON METALS, Glasgow, KY 1994 to 1995
CNC Machine Operator
COLORTYME RENTALS, Bowling Green, KY 1993 to 1994
Store Manager
PIZZA HUT, Bowling Green, KY 1991 to 1993
Delivery Manager and Shift Manager
UNITED STATES AIR FORCE, Torrejon AFB, Spain and Robins AFB, GA 1985 to 1991
Rank of Buck Sergeant (E4)
Duties in internal and external fuel systems for the F-16 fighter jets and for the KC-135R
refueling tanker. Stateside duty in Georgia and three years of Foreign Service with tours in
Spain, Turkey, Germany, and Italy. Stationed in Saudi Arabia during Operation Desert
Shield/Storm.
Military Education
Aircraft Fuel Systems Mechanic course (294 hours); Air Force Maintenance Data Collection
system; Core Automated Maintenance System; Supervisor’s Performance Feedback course; on-
the-job training course; respirator training; self-aid and buddy care (first-aid safety); hazards of
an oxygen-rich environment course; fire extermination training; hazardous material handling
course; and CPR certification course.
Decorations, Medals, and Citations Awarded
Air Force Achievement Medal; two Air Force Good Conduct Medals; National Defense Service
Medal; Air Force Overseas Short Term Ribbon; Air Force Overseas Long Tour Ribbon; Air
Force Longevity Service Award Ribbon; NCO Professional Military Education Graduation
Ribbon; and Air Force Training Ribbon
EDUCATION
Warren Central High School, Bowling Green, KY
PROFESSIONAL DEVELOPMENT
New Horizons Computer Learning Center
Courses completed:
 PowerPoint 2000
 Excel 97 and 2000 Beginning, Intermediate, and Advanced
 HTML 4.0 Beginning and Intermediate
 A+ Certification Course

4. Randy D. Leath 615.481.1353 Page 4
CERTIFICATION / TECHNICAL BACKGROUND
DCSE Portable V5 Certified
DCSE Desktop V5 Certified
Microsoft Windows Platforms
Microsoft Office – Excel, Word, Outlook, Access, PowerPoint, Publisher, Frontpage
Aspect eWorkforce Management
SQL
AWARDS EARNED WHILE AT DELL
Managers’ Excellence Award (FY2002 1st
quarter)
Teamwork Award (FY2002 3rd
quarter)
Circle of Excellence Gold-Level Achievement Award (FY2003 1st
quarter)
Circle of Excellence Platinum-Level Achievement Award (FY2003 3rd
quarter)
ACS Gold Star
DCSE Portable V5 Certified
DCSE Desktop V5 Certified
AWARDS EARNED WHILE AT DELOITTE
Wall of Distinction 2011, 2012, 2013, 2014 and 2015
Top Performer monthly Award 2 times 2015
Applause Award for support in K1