8/3/2019 Service desk technician or desktop technician or Help desk analy

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Michael Nelson106 Revere DriveHarleysville, PA 19438215-262-6267

WORK EXPERIENCE:Years Title Organization2007 - 2011 Service Desk Technician CompuCom 

-Provide 1st level IT Service Desk support resolution for Sanofi-Aventis account.-Provide a professional and personable interface to the end-user community.-Call acceptance/tracking (30 - 60 p/day) in a manor that most efficiently allows the maximum amount of calls to be answered.-Conduct proactive call management by updating the status of outstanding calls and notifying the end user of status.-Help with the distribution of loaner laptops and cell phones.-Consult walkup clients with use of applications installed on system.-Provide proximity support for local users.-Provide support for regional clients across the country.-Provide remote support when situation warrants.-Secure ID token and AD accounts.

-Aid in determining proper escalation paths for inner departmental operation-Help contribute to the service desk knowledge base (Remedy, E-Rooms and internally written software)- Create SOP and Training materials.-Update and organize knowledge base entries.-Work with other departments and colleagues on cross departmental SOPs.-Create templates within word and outlook for use in daily customer contact.-Run reports on daily call tracking and unresolved incidents to insure proper customer solutions and escalations.-Provide on call support as needed.-Provide training as requested for end users on various topics.-Conduct surveys for end user satisfaction.-Aid in writing communications for mass distribution.

 1993 - 1998, 2001 - Present Shift Manager Summerwood Corporation

- Provide excellent service for all Taco Bell guests.- Provide training for all employees in all aspects of the business-Supervise shifts to insure all Taco Bell standards are met with highest concernbeing customers.-Work directly with RGM to aid in profitability and insure everyone is followingregulations to aid in costs.-Insure that local labor and Dept of health Laws are enforced.-Create employee schedules with current business trend in mind.-Order bi-weekly food supplies to insure continuity of all products.-Maintain inventory of all food and non-food items in store.

-Work with all employees to motivate and increase present skill levels for all.

2005-2007 Help Desk Analyst Highpoint Solutions

-Responding to inquiries and requests for assistance from end users-Providing laptop technical support, utilizing desktop remote control tools-Provides technical support for a pharmaceutical sales force located throughoutthe Country.-Provides end user support for Pocket PC's and Target sampling software installed.

8/3/2019 Service desk technician or desktop technician or Help desk analy

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-Works with a ticketing system to log calls and escalate issues to appropriate people when situation warrants. (Footprints)-Track, monitor and processes all issues in professional manner, ensuring timelydelivery of final resolution to user.

2005 Network Technician Geeks on Call-Responded to customer appointment requests for home visits.-Repaired customers' computers in their homes and offices.-Designed networks for business needs.-Troubleshot networks, hardware, software, and peripherals-Promoted Company by marketing services to business professionals.-Trained customers on requested aspects of computer use and repair.-Maintained company car and inventory supply.-Sold service agreements to individuals with need of support.

FORMAL EDUCATION: (college, professional school, etc.)

Institution Dates Degree/Certificate

Cittone Institute 2005 Network Systems Administrator 

Certifications:NET+A+