Technical Support It

Richard L. Nielsen

**** ******* ***** · Ogden, Utah 84404

801-***-**** · ️ *******@*******.***

PROFESSIONAL SUMMARY

Experienced and versatile IT professional with over 20 years of expertise in systems administration, IT support, and technical leadership in both federal and private sectors. Adept at managing cross-functional IT operations, delivering high-level technical support, and driving process improvements across diverse environments. Proven track record of mentoring teams, solving complex technical issues, and ensuring smooth, secure, and efficient IT infrastructure performance. Strong background in compliance-driven environments with in-depth knowledge of IRS systems and protocols.

CORE COMPETENCIES

Systems & Network Administration

Desktop & Help Desk Support

IT Service Management (ITSM)

Leadership & Team Supervision

Incident & Problem Resolution

Technical Training & Documentation

System Imaging & Deployment

Security Compliance & Risk Mitigation

Windows, Linux, and UNIX Systems

Scripting, Automation & Tools (IAT SME)

Customer-Focused IT Solutions

Federal IT Regulations & Protocols

HIGHLIGHTED ACCOMPLISHMENTS

Systems Administration & Technical Operations

Maintained and updated critical IRS Payment Master File Assembly and Under Reporter programs to ensure accurate tax processing.

Led configuration, installation, and troubleshooting of IT infrastructure including hardware, software, and network components.

Served as a Subject Matter Expert (SME) for Integrated Automated Tools (IAT), providing installation, support, and training across departments.

Customer Support & End-User Assistance

Delivered high-level desktop and remote support, resolving complex issues efficiently to minimize user downtime.

Provided guidance to users on system access, login protocols, and self-service troubleshooting, significantly improving IT help desk metrics.

Created standardized problem resolutions for IRS’s knowledge database, improving first-call resolution rates.

Leadership & Collaboration

Led technical support teams in prioritizing and resolving customer issues while providing training and mentorship.

Played a key role in the implementation of major IT projects including hardware rollouts and remote connectivity solutions.

Supervised interviews, hiring, and when necessary, performance-based separations of technical team members.

PROFESSIONAL EXPERIENCE

IT Specialist (SA/AS), Internal Revenue Service – Ogden, UT (Feb 2020 – Present)

IT Specialist (Customer Support), Internal Revenue Service – Ogden, UT (Aug 2019 – Feb 2020)

Tax Examiner & Collection Representative (Various Roles), Internal Revenue Service – Ogden, UT (2008 – 2019)

IT Support Consultant, Delta Data Systems – Remote (2006 – 2009)

Technical Support Team Leader, Dakcs Software Systems – Ogden, UT (1997 – 2006)

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