IT Desktop Support
Resume:
ERIK NELSON ***** **th Court N, Maple Grove, MN **311
Phone 763-***-**** •
*******@*****.***
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-***-**** •
*******@*****.***
• 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-***-**** •
*******@*****.***
• 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-***-**** •
*******@*****.***
• 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-***-**** •
*******@*****.***
• 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-***-**** •
*******@*****.***
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)
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