1. EXTENDED WORK HISTORY AVAILABLE ON LINKEDIN.COM/IN/RUSSELLMANN
RUSSELL MANN
(919)-500-3456 AVAILABLE IN THE GREATER
TRIANGLE AREA
RUSS.MANN.86@GMAIL.COM
Information Technology Specialist with over 10 years’ experience providing customer and internal-facing service
desk support.Delivers customer-focused first-call resolution in high-pressure environment. Committed to fostering
professionalism while exhibiting excellent written and verbal communication skills.
SKILLS SUMMARY
TECHNICAL EXPERTISE
 Excels in providing second level support to customers by addressing and resolving complex computer,
network, and/or hardware issues in a timely fashion
 Extensive experience in the execution of Service Desk protocols: addressing incoming calls, updating
ticketingsystems, creatingescalation tickets,and contactingother departments to ensure issueresolution.
HARDWARE & SOFTWARE EXPOSURE
 Analytics Software
(Company Specific)
 Active Directory
 Avaya IP Phone
 BMC Remedy Ticketing
 Cisco IP Phone
 Cisco Softphone
 CMS
 Group Policy Admin
 vSphere/VMWARE
 Complete build and
breakdown of PCs
 CMS
 CRM
 Data Migration
 FrontRange HEAT
 GDisk
 IPhone
 Airwatch
Administration
 KVM Switch
 Mac
 BitLocker
 Microsoft Office Suite
 Remote Desktop tools
 SCCM/SMS
 USMT
 Vayasphere
 Windows
 Wireless & Local Area
Networks
 Skype For Business
RELEVENT EXPERIENCE
SUBJECT MATTER EXPERT NOV 2015-CURRENT HCL TECHNOLOGIES
Assistin daily management of servicedesk. Act as the singlepointof contact to escalatewidespread,time sensitive
issues to business units and appropriatemission critical teams to ensure prompt resolutions.Pull reports via ITSM
Analytics to ensure the accuracy of tickets reported via phone, chat, and e-mail. Pull reports via Vayasphere to
monitor chat support queues, accuracy, hygiene, and handle time. Report all findings to Business Unit Leads, and
assess ways to handle upcoming maintenance or frequent issues more efficiently. Provide mentoring to Level 1
Agents via team meetings or one-on-one huddles to communicate proper ticket handling and overall efficiency.
Active company owned mobile devices via AirWatch MDM tool.

2. EXTENDED WORK HISTORY AVAILABLE ON LINKEDIN.COM/IN/RUSSELLMANN
 Provide work schedule for level one agents under my supervision.
 Shift schedule needs to cover gaps.
 Schedule rotating shift for chat and email support.
 Coordinate with local support groups to ensure timely resolution to “urgent” issues.
 Daily reports to management team explaining call, chat, and email volume to service desk. Examples:
missed calls, chats, or emails. As well as average handle time, average time to escalate, and frst level
resolutions.
 Schedule and meet monthly with local supportgroups to discusstrendingissues or any upcoming projects
or influx in calls to service desk
LEVEL ONE ANALYST OCT 2014 – NOV 2015 (PROMOTED) HCL TECHONOLOGIES
Processes 150 tickets per week via phone, email, and chat support. Typical ticket resolution includes advanced PC
software and hardware troubleshooting, Cisco Softphone, Avaya or Cisco I P phone support, and IPhone support.
Resolutions occasionally requiretheuseof remote desktop supporttool and modification of registry to resolvedriver
and application conflicts. Often installs applications and dependencies from enterprise-specific SCCM-based
software.
• Uses Active Directory to reset passwords, unlock accounts, and add/remove users from OU
• Wireless and LAN support and troubleshooting, including peripheral hardware support
• CMS Supervisor
• Monitor teams use of virtual machines and troubleshoot issues with virtual machines in VMWARE
• Security Group Policy Administration via tool such as GLAM and SCORCH. (chevron specific application)
WINDOWS 7 BUILD SPECIALIST MAY 2014 – AUG 2014 APEX SYSTEMS
Responsible for connecting computers to KVM switch, assigning builds in accordance with current work orders,
encrypting completed builds.Upon completion of build encryption: update ticketing system, install patches,update
encryption status, release IP addresses for all computers, and box computers for deployment.
MIGRATION TECHNICIAN JAN 2014 – MAY 2014 SA IT SERVICES
Initiated back-up of sensitive data using client specific tool, transferred data using USMT and installed software in
accordancewith licensingagreementon new computers. Utilized Gdisk to clear data fromhard driveand SCCM/SMS
to push software and create, and maintain package groups.
 Daily SCCM/SMS use to push software and maintain existing package groups
 Mentored junior staff for correct support procedures and proper methods for data back-ups.
 Coordinated with users via phone chat or email to scheduleappropriatetimes for data migrations and new
machine delivery.
 Coordinated with build teams to ensure machines and software availability for day of installs.
REFRESH TECHNICIAN SEPT 2012 – JAN 2014 (PROMOTED) SA IT SERVICES
Oversaw on-site installation of updated computer hardware, imaged hard drives and installed bank approved
applications.All work completed without directsupervision. Provided “Rapid on SiteSupport” duringnext business
days to ensure no malfunctioning hardware or software associated with new devices.

3. EXTENDED WORK HISTORY AVAILABLE ON LINKEDIN.COM/IN/RUSSELLMANN
 Coordinate with travel team to arrange travel and on time arrival to sites.
 Coordinate with local technicians to ensure available workforce to complete project.
 Coordinated with onsite management to prepare legacy hardware for disposal.
 Coordinate with onsite vendor to arrange delivery of new hardware and disposal of legacy hardware.
 Coached technicians on proper end-user support techniques
 Numerous commendations from end-users on excellence of service
TECHNICAL SUPPORT ADVISOR OCT 2011 – MAR 2012 CABLE ONE
Responsiblefor acceptingincomingcalls fromcustomers regardingtechnical issues with cableor internet services.
Initiated troubleshootingto achieveresolutions for hardware,software,and networkingissues.Educated customers
on basic troubleshooting tactics. Updated customer records with pertinent information regarding the
troubleshooting call.
 Resolved an average of 35 calls per 8 hour shift
 Adhered to strict call matrices
TIER 1 SUPPORT TECHNICIAN MAY 2010 – NOV 2010 UNIVERSITY OF PHOENI X
Held accountablefor resolvinginternet browser and classroomsoftwareissues by troubleshootingwith customers.
Maintained customer records regarding support calls. Upheld friendly, informative atmosphere to empower
customers with basic troubleshooting skills.
 Resolved an average of 30 calls per 8 hour shift
APPLECARE AGENT (TIER 2) OCT 2009 – JAN 2010 KELLY SERVICES
Supported Tier 1 agents by accepting advancetechnical supportcalls.Ensured maximumissueresolution in a timely
fashion. Escalated tickets to applicable departments as necessary. Consulted technical documentation for
troubleshooting of iPod and iTunes software.
 Mentored junior technicians on AppleCare troubleshooting techniques and documentation processes
UVERSE TECHNICAL SUPPORT ADVISOR (TIER 2) NOV 2008 – APRIL 2009 AT&T
Delivered customer-facingsupportcovering a personal computer, LAN, IPTV, and VoIP. Performed remote testing of
various VoIP applications and gateways to ensure maximum issue resolution. Modified system software based on
customers’ requests.
ATM TECHNICIAN FEB 2005 – OCT 2008 AUTOMATED FINANCIAL
Assessed customers’ technical questions, resolved issues, and dispatched repair technicians as required. Provided
the installation of ATMs within the service region using a company vehicle. Stocked local ATMs with money on a
regular basis.Frequently in an on-call position for any technical repairsnecessary duringnon-servicehours.Executed
advanced repair of ATMs on-site and in-house.
• Advised and mentored junior technicians on proper safety protocols and company mandated procedures