Joseph Olson
Eveleth,USA
Summary
Adept at navigating complex IT environments, I honed my analytical problem-solving and customer service leadership skills at companies like MGM Resorts International. Specializing in both in-person and remote support, I successfully administered critical systems and led retail management training, demonstrating a unique blend of technical proficiency and interpersonal acumen.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Front End Team
Walmart
Mountain Iron, MN
08.2024 - Current
- Ringing of Customers Merchandise
- Supervision of Self-checkout lines
- Handling of pricing issues
Deskside Support Specialist
Randstad/Boston Scientific
Arden Hills, MN
03.2023 - Current
- Repair Windows 10 issues
- Maintain Printers and peripherals
- Administrate Active Directory Accounts and computer AD assignments
- Full support of software packages used in Environment
- Imaging of PC’s for deployment
- Support of HP PC’s and Laptops
- Assist in Network and Data center troubleshooting
- Assisted with refresh of PC’s
- Administrated McAfee EPO accounts for users and other objects
- Utilized SCCM to push packages to PC’s
- Installed required Software packages and setup as required
- Supported MS Office 365
- Supported and setup MAC PC’s
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Supported customers both in-person and remotely
- Utilized Service Now Ticketing System
Emergency Medical Dispatcher
North Ambulance Service
Brooklyn Center, MN
10.2022 - 01.2023
- Taking of emergency calls for ambulance service
- Giving Pre-Arrival Instructions to callers while waiting for responders to arrive
- Taking call for ambulance service for inter-facility transfers
Support Analyst II
Cotiviti
Minneapolis, MN
05.2021 - 09.2022
- Repair Windows 7 and Windows 10 issues
- Maintain Printers and peripherals
- Administrate Active Directory Accounts and computer AD assignments
- Full support of software packages used in Environment
- Imaging of PC’s for deployment
- Support of Dell and HP PC’s and Laptops
- Assist in Network and Data center troubleshooting
- Assisted with refresh of PC’s from Win7 to Win 10
- Administrated McAfee EPO accounts for users and other objects
- Utilized SCCM to push packages to PC’s
- Installed required Software packages and setup as required
- Supported MS Office 2016 and 2019
- Supported and setup MAC PC’s
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Supported customers both in-person and remotely
- Utilized Service Now Ticketing System
Support Analyst II
Health Management Systems
Las Vegas, NV
08.2016 - 05.2021
- Repair Windows 7 and Windows 10 issues
- Maintain Printers and peripherals
- Administrate Active Directory Accounts and computer AD assignments
- Full support of software packages used in Environment
- Imaging of PC’s for deployment
- Support of Dell and HP PC’s and Laptops
- Assist in Network and Data center troubleshooting
- Assisted with refresh of PC’s from Win7 to Win 10
- Administrated McAfee EPO accounts for users and other objects
- Utilized SCCM to push packages to PC’s
- Installed required Software packages and setup as required
- Supported MS Office 2016 and 2019
- Supported and setup MAC PC’s
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Supported customers both in-person and remotely
- Utilized Service Now Ticketing System
Computer Technician
Clark County School District
Las Vegas, NV
08.2014 - 08.2016
- Repair Windows XP, Windows 7 and MAC OS X issues
- Maintain Printers, Smartboards, IPAD’s, and Document Cameras
- Administrate Active Directory Accounts
- Full support of software packages used in Education
- Support of various wireless devices related to the education
- Utilized WDS to image PC’s
- Created master images and specialized images for departments
- Administrated MS endpoint Protection for all PC’s
- Repair and Diagnosis of Meraki Wireless network system for BYOD
- Utilized Meraki software to image 500 Ipads to be given out on 1st day of classes
- Supported MS Office 2016
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Supported customers both in-person and remotely
- Gave input to new hardware acquisition
- Utilized Remedy Ticketing System
PC Engineer
MGM Resorts International
Las Vegas, NV
04.2012 - 08.2014
- Repair Windows 7 and Windows 10 issues
- Maintain Printers and peripherals
- Administrate Active Directory Accounts and computer AD assignments
- Full support of software packages used in Environment
- Imaging of PC’s for deployment
- Support of Dell and HP PC’s and Laptops
- Assist in Network and Data center troubleshooting
- Assisted with refresh of PC’s from Win7 to Win 10
- Administrated McAfee EPO accounts for users and other objects
- Utilized SCCM to push packages to PC’s
- Installed required Software packages and setup as required
- Supported MS Office 2016 and 2019
- Supported and setup MAC PC’s
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Supported customers both in-person and remotely
- Utilized Remedy Ticketing System
Customer Support Technician
Cox Communications
Las Vegas, NV
01.2012 - 04.2012
- Take calls for technical support for business phone, internet and television
- Support of all technical related issues with hotel wireless connections
- Assisted in configuring Sonicwall Firewall modems
- Utilized Remedy ticketing System
Help Desk Technician
University Medical Center
Las Vegas, NV
06.2011 - 12.2011
- Take calls for technical support for Windows, MS Exchange
- Full range hardware and software support on Dell and Compaq Computers
- Supported E-mail, Browser, Windows, MS Office, and Adobe Acrobat issues
- Development of new methods of supporting hardware and software issues
- Administrate Windows, Mainframe (AS/400), and internet proxy accounts
- Supported customers both in-person and remotely
- Utilized Remedy Ticketing System
Computer Engineer
Las Vegas Sands
Las Vegas, NV
02.2008 - 06.2011
- Repair Windows XP issues
- Maintain Printers and Table Touch units
- Full support of Micros Food and Beverage Terminals
- Development of new methods of supporting hardware and software issues
- Full support of over 200 different software packages used in house
- Toning and connection of network lines
- Responsible for roll out of new OS for Table Touch and Micros
- Supported customers both in-person and remotely
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Utilized Maximo Ticketing System
Desktop Support Technician
Wynn Casino
Las Vegas, NV
08.2007 - 02.2008
- Repair Windows XP issues
- Maintain Printers and Table Touch units
- Full support of Micros Food and Beverage Terminals
- Development of new methods of supporting hardware and software issues
- Full support of over 200 different software packages used in house
- Used Symantec Altiris for imaging and inventory or PC’s
- Responsible directly for repair and maintenance of Steve Wynn’s PC
- Supported customers both in-person and remotely
- Cobbled together parts from non-functioning PC’s to create functioning boxes
- Utilized Symantec Altiris Imaging and ticketing system
Helpdesk Specialist II
TCF National Bank
Minneapolis, MN
03.2005 - 06.2007
- Take calls for technical support for Windows, MS Exchange, and ATM’s
- Full range hardware and software support on Dell and Compaq Computers
- Supported E-mail, Browser, Windows, MS Office, and Adobe Acrobat issues
- Development of new methods of supporting hardware and software issues
- Administrate Windows, Mainframe, and internet proxy accounts
- Handle trouble ticket escalations
- Utilized Lawson for time tracking and supported application user accounts and limited troubleshooting
- Weekend On-duty Supervisor
- Supported users remotely including branch servers running Unix
- Utilized McAfee Help Desk Ticketing System
Computer Consultant
Blue Star Consulting
Minneapolis, MN
06.1990 - 06.2007
- Setup Networks for small businesses
- Setup and administered Sonicwall Firewalls
- Setup and administered Windows Small Business Server
- Setup and administered Red Hat Linux servers
- Troubleshooting of Networks, Switches, Servers, Printers and PC Hardware
- Ran networking cable through walls and ceilings
- Recommended hardware and software for use
- Supervised two other employees
911 operator
City of Minneapolis
Minneapolis, MN
03.2002 - 03.2005
- Take calls for emergency services
- Properly prioritize calls
- Transfer calls to other departments using multi-line phone system
- Utilize remote connections for querying criminal history
- Miscellaneous jobs as assigned
desktop Support specialist I
Decision One
Richfield, MN
12.2000 - 03.2002
- Take calls for technical support for Internet, hardware, and software support
- Utilized citrix to remotely administer servers
- Full range hardware and software support on Micron and HP servers
- Utilized UNIX to remotely support large scale businesses
- Supported E-mail, Browser, DSL and other connectivity issues
- Assisted in rebuild and troubleshooting of RAID arrays
- Development of new methods of supporting hardware and software issues
- Monitor service levels as required without management supervision
- Handle trouble ticket escalations
- Worked as a Microsoft Platinum Support Specialist and a Netscape Support Specialist
- Utilized Lotus notes for email, scheduling and updating on open tickets
- Act as supervisor when requested
- Utilized McAfee Help Desk Ticketing System
internet Support specialist I
Decision One
Richfield, MN
05.1999 - 12.2000
- Take calls for technical support for Internet
- Supported E-mail, Browser, DSL and other connectivity issues
- Member of the Quality Monitoring team
- Act as supervisor when requested
- Handle trouble ticket escalations
- Utilized McAfee Help Desk Ticketing System
Clerical
Western Staffing/Kelly Services
Minneapolis, MN
10.1997 - 05.1999
- Filed, Computer Data Entry, Answered Phones
- Miscellaneous projects as assigned
Sales
Retail Stores
Minneapolis, MN
06.1992 - 10.1997
- Supervision of departmental personnel
- Customer service problem solving and restocking of merchandise
- Upgraded and repaired computer systems
- Completion of Store Management Training Program for Radio Shack
Education
Diploma - Network Support Specialist
Minnesota School of Business
Brooklyn Center, MN01.2001
Skills
- Supervision
- Customer service
- Analytical Problem-Solving
- In-person support
- Remote support
- Customer service leadership
- Retail Management Training
Certification
- CompTia A+
- CPR/AED Training
Custom
References available upon request.
Timeline
Front End Team
Walmart
08.2024 - Current
Deskside Support Specialist
Randstad/Boston Scientific
03.2023 - Current
Emergency Medical Dispatcher
North Ambulance Service
10.2022 - 01.2023
Support Analyst II
Cotiviti
05.2021 - 09.2022
Support Analyst II
Health Management Systems
08.2016 - 05.2021
Computer Technician
Clark County School District
08.2014 - 08.2016
PC Engineer
MGM Resorts International
04.2012 - 08.2014
Customer Support Technician
Cox Communications
01.2012 - 04.2012
Help Desk Technician
University Medical Center
06.2011 - 12.2011
Computer Engineer
Las Vegas Sands
02.2008 - 06.2011
Desktop Support Technician
Wynn Casino
08.2007 - 02.2008
Helpdesk Specialist II
TCF National Bank
03.2005 - 06.2007
911 operator
City of Minneapolis
03.2002 - 03.2005
desktop Support specialist I
Decision One
12.2000 - 03.2002
internet Support specialist I
Decision One
05.1999 - 12.2000
Clerical
Western Staffing/Kelly Services
10.1997 - 05.1999
Sales
Retail Stores
06.1992 - 10.1997
Computer Consultant
Blue Star Consulting
06.1990 - 06.2007
Diploma - Network Support Specialist
Minnesota School of Business
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