Network Support Specialist
Resume:
Wilmington, IL *****
Phone : 701-***-****
E-mail : ******@***.***
Cory J. Nelson
Objective
To join a team of IT professionals in a position that will allow me to reach my full potential in a technical, dedicated support or
account management role.
Summary of Qualifications
9+ years as a computer professional including 7 years as a business IT professional
High level of proficiency in direct customer communication & maintaining/improving customer
satisfaction
Productive self starter with strong business and work ethics
Strong team player able to lead group projects and provide positive input in community initiatives
Diverse IT skillset and interest driven by a love for technology – Support, Service, Training &
Implementation
Ability to quickly adapt, learn & understand new technologies & applications
Proven experience in software/network/hardware/OS troubleshooting, time sensitive Point of Sale
implementation, data conversion, technical training delivery, customer issue resolution, remote and
live on site support
Technical Proficiencies
Microsoft Specific Experience:
Windows XP, Vista, 7, 8.1, Server 2000, 2003, 2008, 2012 Office XP through 2013
Operating System setup, configuration & troubleshooting
Security Configuration & System Protection
Active Directory, Access & Server Configuration
Apple Specific Experience:
OS X, Mountain Lion and Mavericks
Operating System setup, configuration & troubleshooting
Additional Software/Technologies:
Point of Sale Specific Software Back Office database management software
Balancing software Remote Control/Support
Custom scripts to handle software interface issues
Graphic Design & Marketing Software (Photoshop)
Professional Experience
Chicago, IL
Raise Marketplace Inc. (www.raise.com)
October 2013 : July 2014
IT Director: responsibilities included but were not limited to:
• Estimating, planning, tracking, resource, cost, issue, risk, scope, and decision tracing of IT projects for 2 different
spaces
• Procurement that included but was not limited to IT hardware, software, and services (including SLA) for both
spaces
• Interacted with vendors and retail stores for procurement needs
• Network administration that included but was not limited to group and user management, content control, access
control, VLAN, WAN, intrusion detection and prevention, and troubleshooting
• Administered, planned, installed, serviced, and troubleshoot the 2 internal and independent Wi Fi networks
• Managed, installed, repaired existing, and maintained network infrastructure
• Telecommunications (VOIP) administration that included but was not limited to infrastructure, setup, maintenance,
deployment, and issue resolution
• Anticipated the IT needs of each department in a timely and efficient manner
• Print Services administrator including issue resolution
• Microsoft Office 365 administrator
• Prepared equipment, accounts, and software for new employees as well as executives
• Support, troubleshoot and resolve issues on platforms that included OSX, Windows 7 and 8.1
Data Systems, Inc. – Retail Data Systems
Lisle, IL
June 2007 : July 2013
Data Systems, Inc. – Retail Data Systems
Eden Prairie, MN
Support Specialist: responsibilities included but were not limited to:
• Provided level 2 and 3 IT service and support for 150+ customers via phone, email, remote access, and onsite
• Managed the help desk comprised of level 1 and 2 support technicians; ensuring even and appropriate team
distribution while overseeing that issues were being resolved or escalated then resolved in a timely manor
• Quality management to ensure high standards of customer service and support were being met
• Initiated customer satisfaction follow ups via phone and email
• Project management and team lead (in a constantly evolving, time critical, high pressure, and sometimes hostile
work environment) of retail POS computer system installs and upgrades that included but was not limited to
configuring, analyzing, risk, scheduling, communications, testing, deployment, and issue resolution
• Implemented and integrated grocery POS computer systems with multiple third party interfaces (network, Wi Fi,
print services, handheld devices and other IT infrastructure) by analyzing, configuring and testing systems,
software, and applications
• Converted or generated customer databases (item, employee, etc.)
• Custom script writing to assist in a wide variety of customer needs
• Trained customers and internal employees on the grocery POS system, applications, industry best practices and
setup; this included but was not limited to front end operation, back office operation, best practices, system reports
and finical balancing
• Managed customer expectations
• Provided procedural support and best practices for a wide range of IT related scenarios, issues, and questions
• Implemented a ticket system database that allowed documentation and reporting of all projects, issues and
requests; uses included but were not limited to analytics, asset management, solution library, employee training,
billing, and resource management
• Created knowledge, self help, and training documentation for customers and internal use
• Communicated known and new system issues, changes, and outages to customers and internally
• Researched unique issues without documented solutions using all available resources including interacting with
software developers to identify, isolate, and formulate resolutions
• Delivered quality solutions that met the constraints of time, cost and scope while optimizing available resources
• Support, troubleshoot and resolve issues on platforms that included Windows server versions 00 12 R2 and
Windows 95 8.0
Education
2004 – 2007 MSUM Moorhead, MN
Accounting (Started employment at Retail Data Systems)
1995 – 1996 NDSCS Wahpeton, ND
Computer Information Systems – Attended MSUM in lieu of my Senior Year of High School
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