Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Robert Nelson

Robert Nelson

Montgomery,AL

Summary

IT professional with 12+ years' experience seeking a Technical Support Engineer position with room for advancement in a well-established environment. Demonstrated success troubleshooting and resolving problems in high pressure deadline driven environments. Exhibits great decision making and communication skills needed to maintain operation in an organizations IT architecture and business needs.

Overview

13
13
years of professional experience
3
3
Certification

Work History

Client Support Engineer /IT Field Support Technician

Hewlett Packard (HP)
Montgomery, AL
11.2020 - Current
  • Take ownership of client's network connectivity issues with printers and PC's and begin troubleshooting to resolve problem including reconfiguration of new and existing printers
  • Collaborate with HP's A3/A4 internal team as well as customers for replacements of old printers and computers that cannot be repaired or has reached EOL (End of Life)
  • Perform break fixes and work with vendors on replacement of physical servers and POE switches in restaurant environment to keep networks fully operational.
  • Performed firmware updates for certain physical machines that have been replaced or newly installed
  • Follow up with clients daily to verify optimal customer satisfaction following support engagement and problem resolution
  • Work with Silent 7 support team for Wells Fargo and Bank of America to resolve reported errors and bugs on newly released software and assisted in deployment of release fixes

Systems Coordinator

Palomar Insurance Corporation
Montgomery, AL
09.2017 - 11.2020
  • Oversaw the helpdesk to manage and resolve all daily issues - phones, printers, connectivity to cloud based applications, configuring copiers, etc.
  • Work with Citrix-DDC machine creation services to manage and create new virtual machines. Dell Wyse ThinOS terminals and VMware /vSphere for Hypervisor
  • Manage our cloud based barracuda spam filtering application to help minimize the amount of spam our users receive.
  • Have familiarity with wnos.INI Files, firmware upgrades, FTP servers
  • Enable Group Policy Settings or update existing policies for changes in our environment
  • Very comfortable working in Active Directory for account creation, security groups, file share
  • We use Cisco AnyConnect Secure Mobility Client for VPN access to the network
  • Manage and setup users VOIP phones using Cisco Call Manager for Cisco 7960, 7965, 7970 phones
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients

Computer Analyst

ServisFirst Bank
Birmingham, AL
12.2014 - 09.2017
  • Used BMC Client Management to create and deploy a custom Windows 10 Image to over 400 workstations
  • Used BMC Client Management to schedule and Install newly released KB updates, security patches, MSI files, .EXE files to all workstations
  • Scheduled maintenance windows to install updates to critical and non critical servers
  • Installed new printer drivers on the print server and assigned static IP's
  • Served as admin for checkpoint firewall for threat prevention, whitelisting/blacklisting URL's for end users
  • Worked closely with vendors like Jack Henry, FBS, FIS, RightStar, CNC Technology to troubleshoot hosted applications
  • Created new user accounts in active directory, created new user mailboxes in Office365
  • Assigned users to appropriate distribution groups

Technical Support Technician

Lemak Sports Medicine
Birmingham, Alabama
01.2011 - 12.2014
  • Deployed newly created image to endpoints and assigned to users
  • Worked with Office 365 to setup mailbox for users, created and assigned users to distribution group
  • Commute to multiple company locations to test, maintain, and monitor DICOM image files, fixed issues pertaining to site to site VPN failure
  • Worked with IT manger to resolve all network related issues, and hardware failures
  • Installed copiers and printers for end users
  • Installed VPN clients to users computers who were setup to work remotely

Computer Technician

CompuTECH PC Restored
Deatsville, AL
01.2009 - 01.2011
  • Performed software/hardware troubleshooting and diagnostics on PC's, laptops, Mac, and iPads
  • Recommended corrective action and optional courses of action to resolve trouble tickets to customers with respect to the cost of repair, equipment value, equipment age, and possible upgrades
  • Kept all tickets noted with progress of repairs in a centralized trouble-ticket software management to document problems to expand repair knowledge database (Microsoft DB), keep accurate records for customer updates, and bill customers correctly
  • Sold brand new custom systems and recommended software/hardware options for users with special needs such as gaming, CAD, and/or video editing

Education

Bachelor of Science -

Troy University
Montgomery, Alabama
12.2024

Skills

  • SCCM / MECM
  • VMWare
  • MS Office 365
  • Citrix DDC
  • Local and Network Installation
  • TCP/IP
  • Active Directory
  • Windows Server 2016
  • DHCP
  • WSUS
  • PowerShell
  • End User Support

Certification

  • Microsoft Certified: Azure Administrator Associate (995842268)
  • CompTIA Security+ Certification (COMP001021914370)
  • CompTIA Cybersecurity Analyst (CySA+) (COMP001020590127)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Client Support Engineer /IT Field Support Technician

Hewlett Packard (HP)
11.2020 - Current

Systems Coordinator

Palomar Insurance Corporation
09.2017 - 11.2020

Computer Analyst

ServisFirst Bank
12.2014 - 09.2017

Technical Support Technician

Lemak Sports Medicine
01.2011 - 12.2014

Computer Technician

CompuTECH PC Restored
01.2009 - 01.2011

Bachelor of Science -

Troy University

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Robert Nelson