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Resume 14

Donald Randall
23 East Road #145
Woodridge, Illinois 60173

OBJECTIVE

I am seeking a position managing or developing customer service, technical support, help desk, desktop support, knowledge management programs or some combination of these areas. I have proven experience in managing and developing customer support and service programs for both internal and external customers. Staff training, mentoring, and education, all a part of a successful support operation, are but a few of my strengths.

EDUCATION

Long Ridge Writers Group 2000 2002
Studying writing style and technique focusing on non-fiction

DeVry Institute of Technology, Kansas City, MO 1995 1998
CGPA: 3.62

Courses:
Microcomputer Systems Introduction to Microprocessors Networks
Microprocessor Hardware and Software
Applied Physics Digital/Data Communications
Technical Math C++ Programming
Electronic Devices Computer Applications
Electronic Communications Digital Electronics
AC Electronics Technical Writing
DC Electronics Composition
Technology and Ethics English I& II

Help Desk Institute, Colorado Springs, Colorado 1999
Help Desk Certification classes received Help Desk Certification

Computer Associates, Alameda, California 1999
Unicenter Advanced Help Desk courses: User Training, Administration, and Implementation

Seagate Software, San Francisco, Califoria 1998
Formal training in Seagate s Crystal Report Writer

IBM Learning Center, Phoenix, Arizona 1989
Specialized training in the management and operation of IBM computer systems

AT&T Technical Training Center, Phoenix, Arizona 1988
Training in the operation and troubleshooting of office telecommunications systems

PROFESSIONAL QUALIFICATIONS
  • Help Desk Certified by the Help Desk Institute.
  • Developed in-house teaching materials for training new personnel in Advanced Help Desk, telephone techniques, helpdesk procedures, and customer service.
  • Trained in development and use of Seagate s Crystal Reports.
  • Trained as an administrator and system implementation specialist on CA/UNICENTER Advanced Help Desk. Have only to take the test to receive certification in this area.
  • Skilled knowledge manager, including organizing, authoring, and maintaining knowledge bases.
  • Experienced instructor in numerous software packages and hardware systems having had experience writing training materials and teaching classes at all levels of expertise.
  • Excellent telephone skills, able to assist and instruct computer users of all levels.
  • Proficient in Windows NT, 3.x, 95, 98, 2000, and XP; also M/S Office 95, 97, 2000 & XP, Novell 4.x and 5.x, Microsoft Outlook, Novell GroupWise & ManageWise, Visio, dBase, Internet Explorer 2.x 6.x, and many other software packages.
AFFILIATIONS

Long time member of the Help Desk Institute

WORK EXPERIENCE

05/00-10/01
Simpson Financial Group - Chicago, Illinois
Senior Client Services Representative
  • Provided first and second level support of company s products for clients in the 28 state Midwest region, conducting customer training, troubleshooting, upgrades, new installs, and handling all customer service and technical issues for clients.
  • This position involves extensive travel to maintain the highest standard of service.
  • Working independently this position requires a self-starter; set my own schedule, make all travel arrangements.
  • I performed whatever work or service may be required to keep clients productive in the fast-paced world of stock trades where seconds mean money made or lost.
  • Worked with DOS, WINNT, 98, 2000, XP, SQL 6.5 & 7.0, MSDE, H/W, S/W, & telecommunications issues.
*Reason for leaving: Caught in Reduction In Force, entire team eliminated.

04/98-05/00
Modern Systems, Inc. Saint Anna's Health Network - Reno, Nevada
Lead Support Desk Analyst Help Desk Manager
  • Started, developed, and managed Support Desk, call center and knowledge base for Saint Mary s Health Network who outsourced IT management to Daou Systems, Inc.
  • Established procedures in accordance with industry best practices.
  • Designed team structure, hired and trained staff for a help desk that serves over 3000 computer users.
  • Staff training and development increased first contact close rate to 80.
  • Responsible for all aspects of help desk/call center operation, staff training and customer service.
  • Developed help desk metrics to benchmark individual and team performance, staffing needs and customer satisfaction.
  • Developed training materials for teaching new personnel.
  • Developed and maintained budget.
  • Established knowledge paradigm and procedures for the development of a knowledge base using Knowlix.
  • Responsible for call center design, Meridian ACD system, implemented Symposium for call center management, SIMON for distributed call center information.
  • Also responsible for the implementation of Computer Associate s Unicenter Advanced Help Desk, and served as system administrator for this powerful helpdesk tool.
  • Advanced Help Desk was the tool selected to replace both Support Magic and Remedy. Handled data migration from old systems into AHD and test-to-live cut-over.
*Reason for leaving: Departmental reorganization, teams combined, position eliminated.

01/95-03/98
Health Midwest Research Medical Center - Kansas City, Missouri
Help Desk Project Lead Help Desk Manager
  • Responsible for building and leading a team to handle all levels of support throughout the 16-hospital Health Midwest system, including PCs, WAN, LAN, interfaces, hardware, software, and dedicated healthcare systems based on DOS, Windows and UNIX.
  • Transitioned service format from an 8/5 to a 24/7 Help Desk call center supporting over 18,000 computer users in two states in a Windows, Novell, Unix, A/S400 environment.
  • Hired staff, maintained budget, and conducted staff performance reviews.
  • Also served as implementation project manager as well as system administrator for SQL based HEAT helpdesk call tracking system and Meridian ACD.
*Reason for leaving: Accepted job offer with Daou Systems

Information on earlier positions available upon request.

ACCOMPLISHMENTS
  • Received Help Desk Certification from the Help Desk Institute in 1999.
  • Numerous publication credits of non-fiction articles, primarily in the customer service area.
  • Active speaker and author on helpdesk and customer service topics.
  • Invited to be part of the consulting committee developing knowledge management practices and policies for Homeland Security.
  • On the Dean s List at DeVry Institute of Technology for five of seven terms.
Personal and character references are available upon request.

***********************************************
The following are scans of two professional reference, additional letters are available.
***********************************************
MODERN
SYSTEMS, INC.
January 10, 2000

To Whom It May Concern:

I am writing this letter of recommendation for Mr. Donald Randall. Ron has worked with us here in
Reno for almost two years. In that time he has demonstrated a strong commitment and
dedication to leading our Support Desk Team. He has transformed an area that initially had no
structure, into a team that has an identity and produces great results for our customer
population. Ron has tremendous knowledge of the Help Desk industry, and can incorporate proven
principles and best practices into everyday work.
If Don chooses to leave, I wish him the best in his pursuits and in his career advancement. He is
an honest, loyal, and hardworking employee that can make a positive contribution wherever he
works. He has my full recommendation and admiration.
Respectfully,

John Smith
CIO
Modern Systems, Inc.

***********************************************

December 20, 1999

To Whom It May Concern:

This letter will recommend Donald Randall who is Lead Support Analyst in Corporate Information
Systems at Saint Anna's Health Network SMHN in Reno, Nevada.

I have known Don since January 1999, as we have worked closely together on the implementation and
support of the Advanced Help Desk product. Don s understanding of the issues that needed to
be addressed during and after implementation has been responsible for the successful
installation of the product. By anticipating needs and planning in advance, Don was able to
mitigate many concerns of staff and customers alike.

Don is well versed in finding innovative ways to address growth of the SMHN enterprise. He has
maintained a consistently high quality of service, even though demands on the Help Desk, as
well as staff turnover, have been on the increase. Don understands the need to remain
current on new tools that may assist in meeting the needs of the enterprise.

Don has always displayed a high degree of personal and professional integrity in his conduct. As
a support professional, he has to balance the resources of the enterprise against the needs
of his customer base. By being honest and forthcoming in his communications, Don has been
able to accommodate both audiences.

It is a pleasure to recommend Donald Randall who will be a valuable addition to any organization.

Sincerely,

Jennifer Margarita Smith
Senior Support Center Engineer
Modern Systems Inc.

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