Summary
Overview
Work History
Education
Skills
Timeline
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MILES NELSON

Fredericksburg,VA

Summary

Motivated veteran with 26 years of leadership expertise, seeking position in high-energy, dynamic work setting.

Overview

33
33
years of professional experience

Work History

HELP DESK/IT MANAGER

GEICO INSURANCE
08.1998 - 11.2024
  • Directed and engaged team of 20 associates through daily tasks and goals
  • Implemented automation of multiple repetitive tasks, decreasing need for staffing by 10 FTEs
  • Analyzed and drove automation of customer verification, resulting in 15% decrease in call handling time
  • Adapted legacy applications to new platforms, including PHP, Qlik, Spectrum, and CUIC VoIP reporting
  • Organized roll out of two major hub call centers and 450 regional offices
  • Promoted and relocated to Washington, D.C.to implement company-wide reporting initiative

SENIOR MANAGER

HOLLYWOOD VIDEO
San Diego
06.1994 - 07.1998
  • Coordinated all aspects of San Diego's highest volume store, including:
  • Resolved all customer concerns
  • Handled employee scheduling, promotions and discipline for a staff between 20-30
  • Drove company initiatives to consistent success

INFANTRY SQUAD LEADER

US ARMY
01.1992 - 05.1994
  • Trained and evaluated team member performance
  • Coordinated team maneuvers and activities

Education

CPR/AED - First Aid

American Health Care Academy
Irving, TX
05-2025

Bachelor of Science - Information Technology

San Diego State University (In Progress)
San Diego, CA

Skills

Experienced in: Windows Suite, Cisco CUIC, ADO
Azure, Qlik, Remedy, Amazon Web Services and JIRA

Adept at multitasking, customer service, working in an energetic environment, and motivating team members to their full potential

Timeline

HELP DESK/IT MANAGER

GEICO INSURANCE
08.1998 - 11.2024

SENIOR MANAGER

HOLLYWOOD VIDEO
06.1994 - 07.1998

INFANTRY SQUAD LEADER

US ARMY
01.1992 - 05.1994

CPR/AED - First Aid

American Health Care Academy

Bachelor of Science - Information Technology

San Diego State University (In Progress)

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MILES NELSON