Randy Poehl is a director of service desk support seeking a new opportunity. He has over 15 years of experience in networking, system administration, and service desk management. His skills include Windows, Linux, Cisco routers and switches, and Microsoft Office. Previously he was a service desk team lead and network administrator, and has experience managing help desks, IT departments, and technical support teams.

1. 4427 Morris Dr.
Pearland TX, 77584
713.408.6804
rpoehl@gmail.com
RANDY R. POEHL
OBJECTIVE I bring a diversified background in many areas from Networking, System Administration, and
Service Desk Management. My success in the past has stemmed from my strong commitment
and sense of professionalism. I keep high standards in my work and I am known for my
ability to follow through with things in a timely manner.
SKILLS &
ABILITIES
O/S: Proficient in MS Windows OSs, SCO Unix,Linux, MS DOS
H/W: Versed with Cisco, Juniper,3Com switches/routers, Network Cards,Modems, Laptops, Desktops,
Printer, Scanners,PDAs, Faxes, Copiers, Tape Drives, APC Battery Backups, Security Cameras, DVRs, Key
Card Systems
Software: Cisco Call Manager,Cisco WCS, Cisco ASA, Cisco Ironport, Barracuda Spam Filter,
Packetshaper,Motorola Pager, Pathways, Remoteware, Ruby, Gasboy, AutoGas, Pro II, Bridgetrak, Track-
IT, MS Office,WhatsUp Gold, Solarwinds, RSA Security Console Bomgar
EXPERIENCE DIRECTOR OF SERIVCE DESK SUPPORT, SALESSTAFF 01/15 – PRESENT
 Develop and continually evolve the Service Desk strategy, based on knowledge of company objectives and other
factors by managing and exceed user’s expectations. Ensure maximum user satisfaction for both internal and
external users
 Work with the relevant stakeholders and team members to carefully plan, design and deploy with continual
improvements to service quality, productivity, and processes
 Ensure a high levelof user focus (internally and externally) with due care and attention tousers priority issues and
appropriate levels of user communications and ensure a high levelof technicalknowledge within Service Deskteam
members as evidenced through turnaround time of issues. This includes regular audits of communications are
preformed and that appropriate training is provided to team members in this area.
 Stay on top of current technology trends to be able to recommend emerging technology to implement
 Provide hands-on technical support to end users
 Manage and maintain the staff schedule to ensure coverage during service hours
 Participate in the development and communication of help sheets, usage guides and FAQs for end users
 Act as point of escalation for all requests and incidents
 Track and monitor incident trends to help with anticipate potential problems for a proactive resolution
SERVICE DESK TEAMLEAD, CORNERSTONE HOME LENDING, INC. 09/10 – 07/2014
 Monitor and track tickets in ticketing system
 Instrumentalin creating access control policies
 Responsible for implementing and adhering to ITIL framework
 Developed and implemented Service Desk SLA standards to meet business needs from the service desk
 Ensured deadlines and SLAs are meet on tickets
 Ensure that tickets are complete and accurate with technician details
 Ensure users issues are resolved to their satisfaction
 Maintain company access control system
 Manage wireless access
 Implement email support during email migration project
 Implement Citrix support after deployment
 Restructure Service DeskTeam
 Implement best practices on the Service Desk

2. Page 2
 Mentor other Service Desk Team members
 Maintain users account access
 Monitor network traffic
 Multimedia setups for offsite conferences
NETWORK ADMINISTRATOR II, HOUSTON BAPTIST UNIVERSITY 01/07 – 5/10
 Administrate/maintain/monitor Cisco Wireless Network
 Administrate/maintain PBX/Cisco Call Manager Telephone System
 Administrate/maintain/monitor network systems
 Administrate/maintain email and collaboration solutions
 Administrate/maintain network printer
 Administrate/ maintain cell phone users
 Assist campus community with network issues
 Ensure proper server backup mechanisms are in place and functioning
 Assist Network Administrator III in physical/logical network design and implementation
 Cross train/mentor Network Administrator I
DEPLOYMENT SPECIALIST, AJILON/WASTE MANAGEMENT 06/06 – 12/06
 Migrate sites from their legacy point of sale to newpoint of sale
 Install computer hardware and printers
 Collect site-specific information for master database
 Plan and conduct user training
 Plan and conduct application testing
 Perform application troubleshooting of the client/server application
 Train on custom reporting package
 Perform basic PC and peripheraltroubleshooting (printer,scale indicators, DVRs)
 Support cutover activities
 Provide on-site user support after go-live
 Coordinate activities with other IT and business resources
 Report status to a remote supervisors and communicate effectively with IT and site users and personnelincluding
management
MANAGER OF INFORMATION TECHNOLOGY, MOSSY NISSAN HOUSTON 01/04 – 04/06
 Migrate site from an NT Domain to an Active Directory Domain
 Maintain LAN communication as well as WAN communication with our San Diego location
 Maintain users and email accounts
 Administrate customer relations software
 Maintain local dealership website
 Maintain local Dealership Management Systems
 Maintain local inventory equipment controls
 Maintain printers, desktops, and laptops
 Maintain local phone system
 Perform system upgrades as needed
 Maintain local security camera system
 Maintain key storage system

3. Page 3
DIRECTOR OF MARKETING TECHNOLOGIES, FREEDOMNETWORK INTERNATIONAL
01/03 – 08/03
OPERATIONS SPECIALIST, ADDITECH INC.
11/01 – 09/02
SUPPORT ENGINEER, DATACENTRIC BROADBAND
02/01 – 08/01
POS SYSTEMS ANALYST, COASTAL CORPORATIONELPASO ENERGY
09/98 – 02/01
COMPUTER MANAGER, NATIONAL MARKET SHARE INC.
08/97 – 08/98
EDUCATION TEXAS STATE TECHNICAL COLLEGE, WACO, ASSOCIATE OF APPLIED SCIENCE 02/96 – 08/97
WHARTON JUNIOR COLLEGE, GENERAL STUDIES 01/96 – 02/96