Customer Service Management

MARCUS NELSON

***** ***** ******** **., ***. *

Chicago, IL 60643

773-***-**** *********@*****.***

IT HELP DESK

SUMMARY OF QUALIFICATIONS

Practical and hands on knowledge and skill in the analysis of customer needs and in the

•

development, installation, and troubleshooting of network systems and related hardware and

support systems.

Skilled at orchestrating optimal match between business objectives and IT solutions to meet

•

short and long range goals in customer service and the prompt resolution to challenging

technical matters.

Talent for grasping new technologies and configurations, and adapting to new or evolving

•

situations. Work well under pressure.

Recognized for technical acumen and troubleshooting skills and for the demonstrated ability

to effectively resolve challenging technical issues.

Proven leader, problem solver, and strategist known for the capacity to recognize a solution’s

impact beyond initial issue.

TECHNICAL SKILLS

Operating Systems: Windows Vista, Windows 7, Windows 8, Windows Server 2003 &

2008, Windows XP, Linux Ubuntu

Software: Microsoft Office 2003/2007/2010/2013, Microsoft Office 365,

Microsoft Outlook 2010/2013, Microsoft Customer Relationship

Management (CRM)

Hardware: Laptops, Workstations & Servers (HP/Dell/Compaq), Wireless

Routers

EDUCATION

Keller Graduate School of Management, Chicago, IL

Master of Science, Network & Communication Management (2012)

Concentration: Information Security

RELEVANT COURSEWORK

Strategic Management of Technology Principles of Information Security & Privacy IP

Telephony/VoIP

Telecommunications Law & Regulations Cryptography & Security Mechanisms PC Systems &

Networks

Fundamentals of Wired & Wireless Networks LAN & Internet Technologies Advanced Network

Security

WAN Technologies & Internetworking Converged Networks Enterprise Network Design

Enterprise Network Management Network Operating Systems (Windows)

Capstone Project

Challenged to identify and build a telecommunications infrastructure for a fictitious travel agency,

defining industry and competitor trends to define infrastructure and website requirements.

DeVry University, Chicago, IL

Bachelor of Science, Network & Communication Management

PROFESSIONAL EXPERIENCE

INDEPENDENT CONTRACTOR May 2007 Present

Utilize advanced education and technical skills to provide clients with education, training, and support

in the installation and maintenance of various hardware and software applications, servers, and home

networks. Assist users in the use and troubleshooting of Windows and Linux based operating systems,

anti virus software, and system updates.

Completed Master of Science Degree full time while gaining experience as in an

•

independent IT consultant and working in contract positions.

Parts Trader, Chicago, IL November 2013 December 2013

CUSTOMER CARE REPRESENTATIVE II (Contract)

Primary point of contact for customers seeking assistance with troubleshooting the Parts Trader

website and related integration software. Provided training and troubleshooting assistance on systems

and processes, company and user settings, website navigation, software setup and troubleshooting, and

response to requests for general information from customers, field service managers, and suppliers.

Trained to ask customers questions to properly diagnose problems. Walked customers through

problem solving steps.

Well Care, Chicago, IL May 2013

Federal Home Loan Bank, Chicago, IL April 2013

PC TECHNICIAN (Contract)

Contracted to plan and execute the tear down, reinstallation, and testing of 50+ computers monitors,

keyboards, related peripherals, and Cisco IP Phones (7965 model). Orchestrated hardware and

software shutdown, move, and configuration and testing in new office location, ensuring all systems

were operational as scheduled.

John H. Stroger Hospital, Chicago, IL March 2013

CLINICAL ENGINEER, CARE FUSION PROJECT (Contract)

Performed preventative maintenance, calibration, and testing on a range of equipment including Alaris

8100 Large Volume Pumps and 8015 PC units. Calculated and documented dosing parameters utilizing

scales and pressure gauges.

ADDITIONAL EXPERIENCE

World Computer Exchange, Chicago, IL September 2012 Present

Volunteer

Roosevelt University, Chicago, IL March 2008 June 2008

IT Graduate Assistant / VP, Roosevelt University Computer Association

St. Matthew’s United Methodist Church, Chicago, IL March 2007 June 2007

IT Internship (DeVry University)

PROFESSIONAL AFFILIATIONS

Member, Association for Computing Machinery January 2012 Present

Member, Black Data Processing Associates March 2010 Present

Contact this candidate