Summary
Overview
Work History
Education
Skills
Timeline
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David Nelson

Enola,PA

Summary

First-rate technician with over 15 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in computer hardware and subject matter expert on Windows. Established reputation as sharp technology expert when working with customers to identify and deploy solutions.

Overview

3
3
years of professional experience

Work History

Technical Support Professional

IBM
Enola, PA
02.2022 - Current
  • Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded multiple client technical support needs.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.

Service Desk Analyst

Randstadt Technologies
Mechanicsburg, PA
09.2021 - 02.2022
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Customer Service Representative

Clark Resources
Harrisburg, PA
03.2020 - 09.2021
  • Provided primary customer support to internal and external customers.
  • Explain benefits, claims and reimbursement process
  • Verify member eligibility, process document requests
  • Assist members with appealing claims and submitting grievances.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Clerk Typist 2

Commonwealth Of PA
Harrisburg, PA
01.2020 - 12.2020
  • Game Commission - Licensing division
  • Completed test cases to ensure proper working condition of licensing system
  • Assisted licensees with self service via phone or email
  • Assisted license agents with sales, voids, and returns via phone
  • Screened calls properly and channeled them to the proper employee
  • Sorted and distributed mail to appropriate staff in an expeditious manner
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
  • Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.

Education

Diploma - Music Marketing And Technology - Music Marketing And Technology

Harrisburg High School
Harrisburg, PA
05.2011

Skills

  • Verbal and Written Communication
  • Technical Troubleshooting
  • Highly Professional
  • Service Schedule Coordination
  • Resolving Problems and Incidents
  • Computer Diagnostics
  • Documentation Development
  • Microsoft Windows and Office

Timeline

Technical Support Professional

IBM
02.2022 - Current

Service Desk Analyst

Randstadt Technologies
09.2021 - 02.2022

Customer Service Representative

Clark Resources
03.2020 - 09.2021

Clerk Typist 2

Commonwealth Of PA
01.2020 - 12.2020

Diploma - Music Marketing And Technology - Music Marketing And Technology

Harrisburg High School

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David Nelson