Brian Nelson
Jacksonville,FL
Summary
Accomplished professional with exceptional interpersonal skills and over eighteen years of hands-on experience in management, business, and Computer Information Systems. Highly enthusiastic about tackling new challenges and eager to leverage extensive experience, strong management acumen, and technical mindset to effectively address emerging opportunities. Excited about contributing to the success of forward-thinking organizations and make a substantial and positive impact through strategic leadership and adept problem-solving.
Overview
12
12
years of professional experience
Work History
Service Reliability Engineer
Nuance Communications Inc
05.2022 - 05.2023
- Provided support for FedRamp and Sovereign customers, managing Nuance products such as AI, IVR, and Gatekeeper.
- Reviewed, evaluated, and identified requirements for testability.
- Tracked test reports and failures determined by root cause data trends.
- Tested, identified and troubleshot problems with networks.
- Communicated technical information both verbally and in writing in simple terminology.
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
- Updated software platforms by implementing automation and efficiency improvements.
- Understood and applied SLAs and KPIs.
- Acted as Incident Manager to drive bridges to resolution.
- Utilized tools like Confluence, Jira, ICM, Power Automate, Avaya, Microsoft Teams, Zenoss, and O365.
Information Technology Specialist
Friendly Express, Inc
06.2016 - 05.2022
- Installed, configured, and troubleshooted Verifone Point of Sales and Wayne Fueling Dispensers.
- Conducted new store setups, including installing network racks, configuring routers, switches, Wi-Fi and point-of-sale systems.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Monitored and supported thirty-eight sites and their networks to quickly troubleshoot errors via PRTG and other monitoring software.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as POS Systems and terminals.
- Set up network profiles, security permissions and file sharing.
- Updated technical support documentation for use by team.
- Managed wireless networks, POS server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Drafted and distributed training manuals for devices used by various employees.
- Translated complex technical issues into digestible language for non-technical users.
Owner/CEO
Elevate One Consulting
02.2011 - 04.2016
- Led coaching and training initiatives for customers.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated ten employees to perform daily business functions.
- Managed day-to-day business operations.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Conducted videography, photography, and editing.
- Designed and implemented websites for customers.
- Performed networking and PC maintenance for customers
Education
Business Administration And Management
South University Savannah
Savannah, GA01.2009
Computer Information Systems - Information Technology
Okefenokee Technical College
Waycross, GA01.2004
Skills
- Team Collaboration
- Problem-Solving
- Automation Tools
- Documentation and Reporting
- Technical Troubleshooting
- Network Diagnostics
- Windows 10
- TCP/IP
- Process Automation
- Interpersonal Skills
References
Available upon request
Timeline
Service Reliability Engineer
Nuance Communications Inc
05.2022 - 05.2023
Information Technology Specialist
Friendly Express, Inc
06.2016 - 05.2022
Owner/CEO
Elevate One Consulting
02.2011 - 04.2016
Business Administration And Management
South University Savannah
Computer Information Systems - Information Technology
Okefenokee Technical College
Similar Profiles
Deidre NoetzelDeidre Noetzel
Medical Scribe at Nuance CommunicationsMedical Scribe at Nuance Communications
Mary RosenbaumMary Rosenbaum
Quality Documentation Specialist at Nuance CommunicationsQuality Documentation Specialist at Nuance Communications
Ibtisam SayyadIbtisam Sayyad
Software Engineer at Nuance Communications a Microsoft CompanySoftware Engineer at Nuance Communications a Microsoft Company
DESADA DEDADESADA DEDA
Nurse Extern at McLaren HospitalNurse Extern at McLaren Hospital
Luis VilaLuis Vila
Pipefitter Foreman at Gary Rodgers PlumbingPipefitter Foreman at Gary Rodgers Plumbing