1. Russell Hart
Technical Support Specialist
Little Elm, TX 75068
russhartjr@msn.com - 972.795.3338
Dynamic, results-oriented IT Professional seeking Senior Support Specialist position. Over 22 years of
demonstrated leadership and support experience across diverse industries. Extensive problem solving and
decision making skills as well as hands-on experience with Windows-based environments, networking and
TCP/IP. Skilled communicator focused on delivering superior customer service with an eye toward continuous
professional development.
Authorized to work in the US for any employer
WORK EXPERIENCE
Technical Support Specialist
Tyler Technologies - Plano, TX - 2014 to 2016
Provided front line technical support to end-users for proprietary web based Silverlight and HTML 5 state
and county court e-filing. Utilized multiple channels of communications up to and including, phone, chat and
email to identify and resolve issues while achieving first call resolution and customer satisfaction rate of
4.6. Gathered customer and technology information to determine technical support level; escalated calls to
appropriate support level as necessary. Authored knowledgebase articles for use by internal technical support
team as well as customers via external company website.
At-risk Renewal Specialist
Intuit - 2010 to 2014
Was selected by sales department to work with the high risk customers during renewal periods. Utilized expert
knowledge of the program, maintained up to date knowledge of competitors to convert over 85% of at-risk
customers generating over $1.2 Million in renewal revenue annually.
Senior Support Specialist
Intuit - 2007 to 2014
Provided front line technical support while achieving first call resolution and customer satisfaction rate of over
95% and 90%, respectively, while maintaining an agent knowledge and caring rate of 90% consistently. Utilized
multiple channels of communications up to and including, phone, chat and email support. Filled in on many
occasions as a tier 2 support representative calling customers back to resolve issues that could not be handled
on first call by front line agents. Authored over 100 knowledgebase articles for both inside support and external
web support.
Communications Watch Specialist - Network Administrator
United States Navy - 1987 to 2007
Managed day-to-day operations for Communications Division supervising 25+ technicians to ensure critical
operational tasks were completed per established security guidelines. Established energetic and motivated
team environment providing career guidance and training while monitoring career and skill progression with
written and verbal evaluations. Helped workers understand responsibilities, identified problem areas, and
outlined corrective actions. Acted as Iabor relations advisor to organization manager. Used written guidance
to establish files and complete reports. Submitted reports as scheduled using MS Office and military reporting
software.

2. Prioritized workload and assignment duties, often with a very short notice. Planned and supervised preventive
and corrective maintenance of equipment. Reviewed technical manuals for maintenance and repair work,
useful in quality control checks. Implemented safety and security rules and procedures to ensure a safe work
place.
Performed network integration and system tests, installation and routine maintenance for highly classified
operational systems. Performed installation, configuration, troubleshooting and routine maintenance for
Windows NT 4.0 and 2000 servers which entailed User and Group administration, backups, software upgrades,
printer setup and connectivity, and network monitoring. Provided off hours Network and PC support for high
priority projects
.
EDUCATION
B.S. in Information Technology & Visual Communication
University of Phoenix - Kings Bay, GA
2009
Microsoft Certified Solutions Associate in Server 2012
In Progress
MILITARY SERVICE
Service Country: United States
Branch: United States Navy
Rank: E-6
August 1987 to August 2007
Commendations:
Awarded Navy Achievement Medal as Network Administrator assisting with the planning, implementation and
testing of the NATO Secure Network.
AWARDS
Intuit APD Top Performer
Intuit APD Top Performer 2010 and 2011. Performed in the top 1% for the entire support department two years
in a row. Consistently performed in the top 5% year over year.
Intuit APD Sales Top Performer 1st Quarter 2010. Converted over 85% of at-risk customers generating over
$1.2 Million in renewal revenue. Selected to continue dual role as technical support and sales on a full-time
basis
CERTIFICATIONS
Certificate, Journeyman – Network Core US Navy
2004
Military equivalent of Microsoft Certified Solutions Associate.

3. Primary Leadership Development Program - US Navy
2004
ADDITIONAL INFORMATION
Areas Of Expertise
• Technical Support Delivery
• Computer Networking
• Network Management & Control
• Network Planning & Configuration
• Customer Satisfaction & Retention
• Project Management
• Problem Analysis & Resolution
• Team Management and Development
Technical Competencies
• Windows XP, 7 & 8
• Network Interface Cards
• Network Servers 2003, 2008 R2
• PCs & Laptops
• Bridges, Hubs, & Routers
• LAN/WAN/Wi-Fi
• OSI Protocol Model
• Siebel
• MS Office