GERALD NELSON
IT System Analyst
Denver,Colorado
Summary
University Denver Cybersecurity BootCamp graduate with cyber security background and hundreds of classroom hours in cloud safety, automation, and digital forensics, and have earned Certifications in AWS Cloud Practitioner and Security+ Certification. Which is a path to becoming a more Skilled Information Security Analyst. Being able to thrive in a fast-paced and challenging environment as the one here with in the Home Depot Organization. .
Overview
16
16
years of professional experience
2
2
years of post-secondary education
2
2
Certificates
Work History
TIER 2 IT TECHNICIAN
NETIMPACTSTRATEGIES / USDA
Kansas City, KS
10.2021 - Current
- Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues
- Support and document initiation, execution, and closing activities for program/project(s) and support activities
- Ensure performance metrics are met or exceeded
- Develop and maintain program support artifacts throughout lifecycle of initiative
- Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns
- Simulates and recreates user issues to resolve operational difficulties
- Recommends system modifications, if required, to reduce user problems
- Escalates more complex issues, as appropriate, to senior level technicians
- Promote and encourage “one team” attitude at all levels internally and externally.
- Drove operational improvements which resulted in savings and improved profit margins
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Received and processed stock into inventory management system
- Conducted research, gathered information from multiple sources and presented results
- Developed team communications and information for meetings
- Maintained excellent attendance record, consistently arriving to work on time
- Delivered services to customer locations within specific timeframes
- Worked with customers to understand needs and provide excellent service
- Improved operations through consistent hard work and dedication
- Led projects and analyzed data to identify opportunities for improvement
- Collaborated with team members to achieve target results
- Participated in team-building activities to enhance working relationships
- Increased customer satisfaction by resolving issues
- Monitored company inventory to keep stock levels and databases updated
- Participated in team-building activities to enhance working relationships.
- Collaborated with team members to achieve target results.
- Led projects and analyzed data to identify opportunities for improvement.
- Increased customer satisfaction by resolving issues.
- Monitored company inventory to keep stock levels and databases updated.
IT SUPPORT SPECIALIST
VERIZON
Lone Tree, CO
05.2019 - 01.2022
- Format, install, set up, maintain, and troubleshoot desktop and laptop computers
- Set up and troubleshoot domains, user accounts and software accounts
- Monitoring Security systems and alerts
- Salesforce to manage customer inventory and asset management
- Answer Level 1 inbound call, support tickets, web chats in professional manner
- IAM support: create roles and determine what resources to be granted
- Configured Multi-factor Authentication (MFA or 2FA)
- Single Sign-on (SSO)/Active Directory Configuration
- Enforcing security practices and protocols.
- Offered new customers training to reduce frustration and improve customer satisfaction
- Created help desk tickets, troubleshot and resolved desktop issues
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
- Delivered onsite technical support for 100-500 employees
- Assigned system permissions and set up computers to assist with onboarding new employees
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
IT SPECIALIST
TEKSYSTEM / COMCAST CABLE
Englewood, CO
12.2016 - 05.2019
- Monitor and analyses security systems and data networks
- Conveyed open client issues and helped maintain client productions environment
- Support Level 1 inbound calls, support tickets, web chats
- Linux User account management: Create user accounts and password setup
- Install and Configure Linux Systems
- Maintain documentation and provide weekly updates as to reoccurring issues and resolutions of reported tickets
- Troubleshooting in Linux/Unix environment
- Working with internet, web, application, and network security techniques
- Monitor systems performance data: and make appropriate systems tuning adjustments to optimize performance and correct and prevent problems.
DESKTOP SUPPORT / IT SYS ADMIN
CARESYNERGY
Denver, CO
05.2016 - 12.2016
- Follow all board policies concerning technology and HIPPA regulation
- Provided resolution or updates to service calls bases on four priority levels 1 being highest (30 min) and 4 being lowest (24hrs)
- Configure Laptops for users in health care environment (CNA, RN, Admission Staff)
- Supported Win term, Virtual desktop users
- Configure AD accounts and email exchanges accounts and distribution groups
- Re-image, setup of Laptops and Mobile devices
- Provide incident response support including mitigating actions to activity, facilitating forensics analysis when necessary.
DESKTOP ADMINISTRATOR
DENVER PUBLIC SCHOOLS
Denver, CO
07.2006 - 01.2016
- Follow all board policies concerning technology and information security
- Managed workload based on Heat Ticketing System
- Desktop Support (imaging, break fix support)
- Active Directory Support setting up user
- Knowledge of network connectivity, network device configuration and troubleshooting
- Process all orders efficiently and accurate to ensure correct equipment is ordered and delivered on time
- Ensure appropriate configuration of operating environment and that new applications are integrated seamlessly
- Plan and coordinate installation, upgrade, and maintenance of operating environment.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals
- Assisted over 200 clients daily by gaining remote access to computers and manipulating applications
- Directly supported in-house service ticket software for non-emergency user-related issues
- Coordinated with vendors to obtain necessary components and maintain smooth operations
- Provided on-site and remote technical support to users
Education
Cybersecurity + - Information Technology
University of Denver - Cybersecurity Boot Camp
Denver, CO 08.2018 - 08.2019
Associate's Degree - Networking Information Systems
CollegeAmerica - Denver
Denver, CO 09.1997 - 07.1998
Skills
Active Directoryundefined
Certification
AWS Cloud Practitioner Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AWS Cloud Practitioner Certification
10-2022
CompTia Security+
03-2022
TIER 2 IT TECHNICIAN
NETIMPACTSTRATEGIES / USDA
10.2021 - Current
IT SUPPORT SPECIALIST
VERIZON
05.2019 - 01.2022
Cybersecurity + - Information Technology
University of Denver - Cybersecurity Boot Camp
08.2018 - 08.2019
IT SPECIALIST
TEKSYSTEM / COMCAST CABLE
12.2016 - 05.2019
DESKTOP SUPPORT / IT SYS ADMIN
CARESYNERGY
05.2016 - 12.2016
DESKTOP ADMINISTRATOR
DENVER PUBLIC SCHOOLS
07.2006 - 01.2016
Associate's Degree - Networking Information Systems
CollegeAmerica - Denver
09.1997 - 07.1998
Coaching Youth Sports
I have be involved with youth sports for the past 20 years. I believe that working with the youth and providing them with positive role model. The social and team building skills will benefit our youth.
Coaching Youth Sports
I have been involved with youth sports for the past 20 years. I believe that working with the youth and providing them with positive role model. The social and team building skills will benefit our youth.
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