Douglas Nelson

Desktop Support

Contact

*** * **** **

Bismarck, ND 58503

701-***-****

ad115y@r.postjobfree.com

Objective

As an assistant manager, my primary objective is to support the functioning of business operations by managing staff, coordinating operations, and ensuring exceptional customer service. I aim to create a positive and productive work environment by communicating with team members, setting clear goals, and monitoring performance. Education

1985

Crosby High School

Crosby, ND

Key Skills

Remote Support

Customer Service

Troubleshooting

Communication

Problem-solving

Experience

December 14, 2021, to June 3, 2023

IT Help Desk Technician • State of North Dakota

Working as a member of a team that provides support for hardware and software applications on a variety of computing platforms in a large, multi-system technology environment.

testing, monitoring, troubleshooting, maintenance and technical support of computing systems and the specialized applications that run on those systems.

Utilizing Microsoft’s System Center Configuration Manager (SCCM) to provide support and automation in this environment.

I have been using Autopilot for this project

Establish and maintain documentation files of computer hardware and software configurations.

Train users on fundamentals of new operating systems, software applications, Microsoft Office productivity suites, devices, and remote accessibility.

A job requires specialized knowledge of practices, principles, standards, and guidelines related to client technology support. Individuals will be responsible primarily for the processing of incidents recorded by the customer services support center and processing of work requests submitted by customers.

I have strong customer service skills supporting users at all levels throughout the enterprise.

Possess effective communication skills as needed to effectively interpret and communicate highly technical information to non-technical and technical users.

I have been performing in a fast-paced, progressive, and challenging team environment; possess strong analytical and critical thinking skills.

I give 100% to make the deadlines and possess the organizational and multi- tasking skills needed to organize work and meet deadlines. August 2020, January 2021

Forklift Operator • Doosan Bobcat

Remove and package Powered and Non-Powered attachments from the paint line rail

Operate the Forklift. Hauling pallets to the line, transport parts outside for shipping.

Documenting the tickets for parts via computer

August 4, 2019, to January 14, 2020

IT Field Engineer III • Unisys (Pinnacle Contractor) CHI St. Alexius Bismarck, ND

Experience with SCCM: Imaging pc’s, remoting in, updates, etc.

Break-Fix for HP and Dell Desktops and laptops

Remote Desktop Support and onsite support for 1500+ end users

Assist with managing 1500+ end points (computers, printers, document scanners, handheld scanners etc.)

Work trouble tickets, creating them, managing SLA’s to ensure timely resolution.

Install and update Operating Systems (Windows 7)

Installation of new computers and setup

Configure printers and assist with remotely obtaining page counts

Install Apps on PC, Printers, Software, Ram, Imaging, SCCM (assigning users and imaging)

Active Directory

Windows 7 Enterprise and Windows 10

Implementation of Projects, documenting the changes and educating the end users on how to use the product after completion.

Assisting the Major Incident team with troubleshooting, identifying problematic devices, identifying teams needed to assist with troubleshooting. High volume inbound/outbound calls, etc. Customer Service Responsibilities: Remotely assisting customers by fixing printers, drivers, software, passwords, network share drives, and many more. Imaged computers for new people that had been hired and set them up for use. Collaborated with them on their O365 accounts, provisioned monitors and docking stations.

Communication

Implemented new procedures and technologies that improved efficiency and streamlined operations.

Leadership

Worked with leadership when changes came about which could consist of new software or new hardware. Also, could consist of new policy and procedures.

References

Available upon request.

Contact this candidate