ERIK NELSON ***** **th Court N, Maple Grove, MN **311

Phone 763-***-**** •

acezlz@r.postjobfree.com

HELP DESK IT SUPPORT SPECIALIST TECHNICAL SUPPORT

Motivated, responsible individual with strong work ethic, which includes 4 years of professional PC

and network experience. Has extensive Help Desk experience. Critical thinker, which has a talent for

diagnosing problems, anticipating obstacles, developing cost-effective repairs and solutions.

Excellent communication skills and an exceptional ability to listen understand and present information

in a simple understandable manner.

Areas of Expertise

Imaging Software Cisco Routers/Switches Firewalls/Security

Maintenance and Repair Escalation Troubleshooting Servers

Active Directory Help Desk Ticketing Software TCP/IP

Internet Information Service Thin-Client Software BNC Track-It

Windows Imaging Format

VMWare Office 365

Technical Proficiencies

Certifications: Comptia A+ (COMP001020271454)

Platforms: Windows 9x/NT/200/XP/Vista/7, Linux (Ubuntu, OpenSuse),

Windows Server 2003/2008, Mac OSX

Networking: Local Area Network (LAN), Wide Area Network (WAN),

Wireless Networking. Mobile Networking, Cisco Routers/Switches,

Microsoft Exchange 2013, Terminal Server

Languages: Microsoft SQL 2005/2008, Microsoft Access, HTML, JavaScript, PHP,

XML

Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)

2003/2007/2010/2013, Microsoft Visio 2007/2010, Microsoft Office 365,

Symantec Endpoint Protection, McAfee Internet Security, GoToAssist,

LogMeIn, Remote Assistance, Symantec Ghost, UltraVNC, Dameware,

Keepass, Great Plains, Salesforce

Professional Experience

Chamilia, Minneapolis, MN March 2014 – May 2014

IT Support Specialist (consultant)

• Access Management with security experience

• Experience in current Microsoft Windows client architecture and working knowledge of a

broad range of applications

• Image and Deploy computers on the Network

• Maintain active directory account

• Support Microsoft Exchange 2013 with email situations

ERIK NELSON 16997 90th Court N, Maple Grove, MN 55311

Phone 763-***-**** •

acezlz@r.postjobfree.com

• Support Symantec Endpoint Connection Manager

• Join and remove users from Network

• Support users with Microsoft Office 365

• Troubleshoot Network connection situations

• Troubleshoot and resolve desktop support situations

• Utilize Microsoft Lync to support users remotely

• Maintain Cisco VoIP phones

• Configure and support mobile devices

• Maintain list of inventory on hand

• Use documentation software to record cases

• Support and repair Macintosh systems

• Image computer with Windows Imaging Format

• Setup and configure cisco agent desktop

• Support VMware users with VMware vsphere

• Support remote desktop users

• Support and troubleshoot Great Plains and Salesforce

• Remote, enterprise deployment of the Windows 7 operating system with Office 2013

suite.

• Exceptional interpersonal and communication skills

Archway Marketing, Rogers, MN May 2013 – November 2013

Desktop Support Engineer (consultant)

• Access management and security related experience

• Experience in current Microsoft Windows client architecture and working knowledge of a

broad range of applications

• Troubleshoot and resolve desktop support issues

• Image and Deploy new computers on Network

• Configure and install Microsoft and Macintosh systems

• Join and remove computers from network

• Troubleshoot Network connectivity issues

• Maintain Cisco routers and switches

• Maintain configuration of Cisco routers and switches

• Configure RF guns for deployment

• Utilize UltraVNC or Dameware to support customers remotely

• Maintain up to date operating procedures within the IT department

• Maintain hardware and software record

• Record and document ticket status in a timely manner to communicate properly with

senior staff.

• Understands smart phones, specifically IOS, and Android.

• Uses smartphone heavily on a personal level and professionally.

ERIK NELSON 16997 90th Court N, Maple Grove, MN 55311

Phone 763-***-**** •

acezlz@r.postjobfree.com

• Has the ability to navigate the Operating System and set-up email on new corporate

phones.

• Configured and repair Macintosh systems

• Resolving complex problems related to desktop/laptop, printers, software application

installation and related technologies for the Corporate Office and remote locations.

• Remote, enterprise deployment of the Windows 7 operating system with Office 2010

suite.

• Exceptional interpersonal and communication skills

Medtronic, Golden Valley, MN January 2013 – March 2013

Technical User Support Specialist (consultant)

• Experience in current Microsoft Windows client architecture and working knowledge of a

broad range of applications

• Access management and security related experience

• Took level 1 support calls at the Medtronic Support Center Desk. It is a high volume call

center with at least 25 to 35 calls per day.

• Provide Level problem determination to support specific Medtronic applications.

• Troubleshoot miscellaneous software, hardware, and network issues, for desktop/laptop.

Computers and other office equipment

• Assist Medtronic end user configure their computer systems, install software

components.

• Help support clients connecting on Citrix

• Maintain Active Directory account

• Help clients to setup local and wireless network; include VPN (Virtual Private Network)

connection.

• Support mobile devices (Blackberry, Windows Mobile, Android, and IPhone).

• Ensure connection between device and enterprise server .

• Utilize remote assistance to support customers remotely.

• Record and document call status in a timely manner to communicate properly with senior

staff.

• Tutor clients on basic computer use (Microsoft Office, Adobe Acrobat.

ERIK NELSON 16997 90th Court N, Maple Grove, MN 55311

Phone 763-***-**** •

acezlz@r.postjobfree.com

• Resolving complex problems related to desktop/laptop, printers, software application

installation and related technologies for the Corporate Office and remote locations.

• Remote, enterprise deployment of the Windows 7 operating system with Office 2010

suite.

• Exceptional interpersonal and communication skills

Carlson Companies, Minnetonka, MN November 2011 – November 2012

Help Desk/Business System Analyst (consultant)

• Access management and security related experience

• Experience in current Microsoft Windows client architecture and working

knowledge of a broad range of applications

• Provide Level 1 Technical Support and problem determination to a specific

Carlson Company business application using documented procedures and available

tools.

• Supports call-initiated workflow through IT, logging all customer questions,

requests and problems and tracks the same through resolution.

• Maintained the Active Directory for internal user’s account profile, handled

password resets, and wireless printer setup.

• Utilized call management software for tracking cases while handling 30 inbound

calls per day.

• Records problem symptoms and status information in a timely fashion in an effort

to communicate with and properly utilize senior staff.

• Utilize thin-client web software to view user machine.

• Resolving complex problems related to desktop/laptop, printers, software application

installation and related technologies for the Corporate Office and remote locations.

• Remote, enterprise deployment of the Windows 7 operating system with Office 2010

suite.

• Exceptional interpersonal and communication skills

Wolters Kluwer Financial Services, St. Cloud, MN February 2009 – October 2010

Help Desk/Technical Support Specialist (consultant)

• Access management and security related experience

• Experience in current Microsoft Windows client architecture and working knowledge of a

broad range of applications

• Solve technical problem for customers by using Thin-Client software and walking end

user through 4 hour software installs of Bank Software.

ERIK NELSON 16997 90th Court N, Maple Grove, MN 55311

Phone 763-***-**** •

acezlz@r.postjobfree.com

• Configures Internet Information Services (IIS) for use with Web Services.

• Sets up and configures SQL 2005 and 2008 for customers across the United States.

• Integrates Microsoft Office Suite 2003 and 2007 daily.

• Solves technical questions for customers by telephone and email.

• Tests new operating systems or programs by using VMware.

• Sets up client system to be used with Banking Programs and utilizes call management

software.

• Configures Programs on the Customer Computer System.

• Sets up security firewall on company server and configure Terminal Servers.

• Resolving complex problems related to desktop/laptop, printers, software application

installation and related technologies for the Corporate Office and remote locations.

• Remote, enterprise deployment of the Windows 7 operating system with Office 2007

suite.

• Exceptional interpersonal and communication skills

Granite City Pet Hospital & Surgical Center, PA, St. Cloud, MN 1995 – 2008

Network/Technology Manager

• Extensive knowledge with Windows Server 2003 Active Directory to manage identities

and relationships for easing migration and deployment of users.

• Monitor Local Area Network (LAN) and peripheral equipment to include; printers and tape

for maximum network data storage.

• Determine source of computer problems in hardware, software and user access and

responsible for all hardware maintenance and repair for maximum reliability and minimal

down time.

• Thorough understanding of Windows XP and Wireless Networking for optimum

computing and data transmission

• Observe operation of computer equipment, control panels and testing machines for

maximum efficiency and performance

• Developed company website to increase marketing awareness, external communication

and sales for improved customer service

• Maintain and modify programs; make approved changes by amending flow charts,

develop detailed programming logic and coding changes to improve network operations

• Analyze performance of programs and take action to correct deficiencies for optimum

network performance

• Advise staff on appropriate action to maintain office productivity

United States Military, Scott AFB IL

1992-1994

Active Duty (Honorable Discharge)

Educational & Credentials

Bachelors of Science Information Technology

ERIK NELSON 16997 90th Court N, Maple Grove, MN 55311

Phone 763-***-**** •

acezlz@r.postjobfree.com

Minnesota School of Business, Waite Park, MN (2013)

Associate of Applied Science in Information Technology

Minnesota School of Business, Waite Park, MN (2011)

Associate of Applied Science in Computer Programming

St. Cloud Technical College, St. Cloud, MN (1992)

Contact this candidate