Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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, AL

Skills

  • 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

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Daniel Nelson