Paul Heller Email & Phone Number

Homewood, Alabama, United States

System Administrator specializing in ServiceNow implementation (ITSM & ITAM) and administration.

Birmingham, Alabama, United States

Providing Level 2 desktop support to end users, planning and managing Corporte Support projects, assisting in the migration and management of Office 365, and developing new Corporate Support processes based around ITIL.- Assisting the ServiceNow Developer with new ServiceNow projects.- Administering patch management and support for corporate and store systems through IBM Big Fix.- Participated in the migration to Office 365 and currently assist with maintaining it.- Diagnosing and troubleshooting Level 2 hardware and software problems.- Creating new employee Active Directory accounts, email, and configuring hardware setups.- Developed a knowledge base within ServiceNow containing operational documentation for corporate owned software and detailing solutions for common Corporate Support problems.- Created password reset tool for Hibbett end users using ASPG ReAct.

Birmingham, Alabama, United States

Provided IT consulting for the UAB Ask IT helpdesk with the goal of transforming it from a ticket routing call center into a solution based department able to resolve incidents in a timely manner.- Worked in tandem with the Help Desk Institute (HDI) to implement their recommendations. Increased HDI score from a 1.6 (first assessment) to a 3 (final assessment) in 1 year.- Conducted analysis, created reports and gave presentations to management regarding how Ask IT could better serve customers.- Provided technical training and assistance to Ask IT helpdesk analysts with the goal of improving the employee’s overall skill set and to prepare them to better assist customers with Tier 1/Tier 2 problems.- Compiled a detailed Knowledge Base for future training and reference.

Birmingham, Alabama, United States

Provided desktop support for over 1000 end users in a PC and Mac environment. - Team Lead for flagship Shades Creek Parkway office location.- Handled escalated end user tickets after standard diagnosing and troubleshooting options had been exhausted.- Ranked 1st in number of resolved tickets from 2013 – 2016. - Setup user accounts, Exchange mailboxes and configured user permissions.- Provided special assistance and IT training to Executives and senior management.- Created and deployed Windows images using Dell ImageAssist.- Participated in the Enterprise upgrade for Microsoft Office 2013. - Responsible for Asset Management.

Birmingham, Alabama, United States

Performed systems administration, desktop support, and VOIP setup duties for the Virginia College Online corporate office.- Responsible for maintaining AD, GPOs, Exchange, and telecom.- Created a Disaster Recovery Plan including data backup.- Built and maintained McAfee VirusScan Enterprise server in a VMware environment.