Daniel Nelson
Collinsville,USA
Summary
Talented Onsite Support Technician possessing comprehensive experience in troubleshooting and resolving both hardware and software issues. Strengths include strong problem-solving skills, high-level communication abilities, and profound knowledge of IT infrastructure. Demonstrated ability to streamline operations by providing effective on-site support, ensuring maximum system productivity, and minimizing downtime. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Contract Onsite Support
Field Nation
08.2018 - Current
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Performed troubleshooting, repairs, installation and maintenance of computers, printers, scanners and other peripherals.
- Demonstrated advanced product knowledge to solve customer issues.
- Provided onsite technical support for hardware and software issues to end-users.
- Configured various types of wireless devices.
- Assisted with the setup of new workstations according to company standards.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Coordinated with vendors for procuring spare parts or additional hardware components when required.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Resolved issues related to LAN and WAN networks including IP addressing configuration.
- Assisted with network connectivity problems by configuring routers, switches and firewalls.
Network Support Specialist
N.C.R.
10.2012 - 11.2020
- Resolved connectivity issues between servers or users' desktops by utilizing remote desktop connections or telnet sessions.
- Maintained positive working relationship with fellow staff and management.
- Tested new products as needed prior to deployment in production environment.
- Diagnosed hardware and software faults using established methods; monitored system performance; identified areas for improvement.
- Configured routers, switches and other networking equipment according to specifications.
- Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
- Performed firewall and networking switches upgrades.
- Imaged OS and software deployments throughout system and addressed implementation concerns.
- Provided network support to end users, troubleshooting and resolving hardware and software issues.
- Monitored system performance, identifying potential problems and implementing solutions.
- Managed firewall rulesets based upon business requirements while ensuring maximum uptime availability.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Desktop Administrator
Modis IT - Assigned to AIG Insurance Co.
04.2012 - 10.2012
- Performed regular maintenance tasks including patch management, virus scans, disk cleanups.
- Completed frequent checks on user logins, file permissions and other data issues.
- Installed, configured, and maintained desktop hardware and software for end-users.
- Reviewed, analyzed and recommended software solutions for specific project needs.
- Set up user accounts, profiles, and passwords in accordance with company policies.
- Maintained inventory of all equipment, hardware, and software upgrades.
- Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.
- Resolved incidents related to hardware malfunctions or software incompatibilities.
- Completed day-to-day duties accurately and efficiently.
Desktop Administrator
Oxford Consulting Associates - Assigned to Lincoln
06.2011 - 12.2011
- Performed regular maintenance tasks including patch management, virus scans, disk cleanups.
- Reduced workflow downtime by coordinating on-site satellite building repairs.
- Updated hardware, software, and security protections with latest standards.
- Installed, configured, and maintained desktop hardware and software for end-users.
- Tested new technologies before deploying them into production environment.
- Collaborated with other departments such as IT Security or Network Administration teams when needed.
- Set up user accounts, profiles, and passwords in accordance with company policies.
- Maintained inventory of all equipment, hardware, and software upgrades.
- Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with policies.
- Provided remote assistance for remote users experiencing technical difficulties.
- Diagnosed and serviced desktops, laptops, software applications and equipment such as printers and fax machines.
- Provided technical and operational support for entire organization.
- Installed, updated and configured hardware and software.
Desktop Administrator
Lockheed Martin EBS
02.2007 - 06.2011
- Performed regular maintenance tasks including patch management, virus scans, disk cleanups.
- Collaborated with development teams to discuss, analyze or resolve usability issues.
- Analyzed project requirements to find bugs and eliminate issues.
- Updated hardware, software, and security protections with latest standards.
- Installed, configured, and maintained desktop hardware and software for end-users.
- Collaborated with other departments such as IT Security or Network Administration teams when needed.
- Researched, tested and verified proper functioning of software patches and fixes.
- Identified system data, hardware or software components to meet user needs.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Maintained inventory of all equipment, hardware, and software upgrades.
- Organized physical wiring layout for server racks or other networking components.
- Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with policies.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
- Provided remote assistance for remote users experiencing technical difficulties.
- Diagnosed and serviced desktops, laptops, software applications and equipment such as printers and fax machines.
- Provided technical support to users with computer problems or inquiries.
- Supported users with in-person and remote technical assistance.
- Scanned networks with vulnerability assessment tools to identify security holes.
- Updated and maintained databases with current information.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Associate of Science - Avionics System Technology
Community Collage of The Air Force
Montgomery, ALSkills
- Patch management
- Hardware repair
- Mobile device management
- IT security protocols
- Hardware installation
- Data backup and recovery
- Printer support
- Operating system support
- Remote desktop assistance
- Ticketing system management
- Server maintenance
- Active Directory management
- Software updates
- Wireless networking
- Network connectivity
Certification
- A+ Certification
- MCP
- Linux Red Hat Trained
- Microsoft Server 2008 Installed, Configuring and troubleshooting Trained
- Microsoft Office 2007 and 2010
- Microsoft Project 2003 and 2007
- Microsoft Visio 2003 and 2007
Timeline
Contract Onsite Support
Field Nation
08.2018 - Current
Network Support Specialist
N.C.R.
10.2012 - 11.2020
Desktop Administrator
Modis IT - Assigned to AIG Insurance Co.
04.2012 - 10.2012
Desktop Administrator
Oxford Consulting Associates - Assigned to Lincoln
06.2011 - 12.2011
Desktop Administrator
Lockheed Martin EBS
02.2007 - 06.2011
Associate of Science - Avionics System Technology
Community Collage of The Air Force