alexander heerland

Managed, planned and executed computer lab restructure projects. Provided support to faculty and staff via telephone, email and in-person, including classroom and training workshops. Performed technical support functions including installation of hardware and software, imaging and configuring of PC’s, printers, etc. Maintained computer hardware inventory.

* Provided help desk support to students and faculty via telephone, email and in-person, including classroom and tech support, as well as training workshops. * Performed multiple technical support functions including installation of hardware and software, connectivity issues, imaging and configuring of PCs, workstation set-up, etc. * Tracked and monitored order requests and prioritized jobs and schedules, working in a self-directed role. * Built close working relationships with the user community serving as a "go to" person and valued resource.

Provided front line support to workers in the Netherlands, Belgium and the United States. Performed routine troubleshooting and diagnostics to address software, hardware and connectivity issues.

* Supervised a team of five Helpdesk Technicians. * Streamlined and re-engineered workflows and work orders to maximize team productivity and response rates. * Worked closely with stakeholders to develop metrics for use in the improvement of helpdesk support functions.

* Developed IT departments and recruited and supervised a staff of twenty employees. * Provided desktop support to major clients including Heineken, Dutch Railways, ABN/Amro, and Telfort. * Used a value-added approach, linking our services to broader client support functions, including system reliability, 8data integrity, staff productivity, etc. * Maintained networks services and provided desktop support including customized design solutions. * Functioned in a project management role to support migrations and channel solutions. * Facilitated ongoing project meetings to identify potential problems, as well as contingencies and strategies to achieve on-time project completion.

* Supervised a helpdesk support staff of 25 employees. * Coached, mentored and built high performance teams. * Used goal setting and performance standards to encourage team ownership and accountability for results. * Provided multiple helpdesk functions covering software, hardware, connectivity issues, DSL, cable, and dial-up.

* Managed server application and maintained user database. * Provided internal and external support for critical medical applications. * Performed technical support functions including installation of hardware and software, imaging and configuring of PC’s, writing application documentation. * Maintained active directory for the domain and server updates. * Provide remote support on computers outside of the domain for connectivity issues.