Technical Support Engineer

Robert Nielsen

South Jordan, United States ● 801-***-**** ● **********@*****.***

PROFESSIONAL SUMMARY

Technical Support Engineer with over 10 years of experience specializing in system administration, network security, and enterprise solutions. Proven ability to resolve complex technical issues, enhance system performance, and improve client satisfaction. Skilled in Linux, VMware, Active Directory, and project management, with a strong focus on collaboration, training, and process improvement to drive operational efficiency.

PROFESSIONAL EXPERIENCE

Technical Support Engineer Aug 2011 - May 2025

Dell/EMC Corporation Draper

Resolved complex technical issues, significantly enhancing client satisfaction and minimizing system downtime. Evaluated system performance metrics, leading to targeted improvements that boosted overall productivity. Collaborated with cross-functional teams to refine support processes, achieving streamlined operations and quicker response times.

Maintained detailed logs of support interactions, enabling precise tracking of issues and contributing to enhanced service delivery metrics.

Developed training materials for new support staff, fostering a knowledgeable team and ensuring consistent service quality across the board.

Enhanced system performance by implementing advanced monitoring tools, resulting in substantial improvements in uptime and user satisfaction.

Conducted thorough system audits to identify vulnerabilities, leading to targeted security measures and reduced risks. Facilitated cross-departmental workshops to improve troubleshooting techniques, fostering knowledge sharing and teamwork. Goldman Sachs System Administrator / Technical Support Agent Aug 2009 - Apr 2011 Archgate Consulting Salt Lake City

Managed IT systems, enhancing uptime and efficiency through precise troubleshooting skills. Provided technical support, resolving 95% of user issues on first contact. Implemented security protocols, significantly reducing system vulnerabilities. Collaborated with teams to optimize server performance, achieving measurable improvements. Analyzed system data to proactively identify and address potential issues. Maintained comprehensive documentation of system configurations for efficient troubleshooting and onboarding. Demonstrated strong interpersonal skills by assisting team members with technical challenges, fostering collaboration. Network Engineer Aug 2007 - Jan 2009

Juniper Networks Ogden

Managed network operations, ensuring seamless connectivity and reducing downtime by 40%. Collaborated with cross-functional teams to streamline processes, enhancing operational efficiency. Resolved complex technical issues, improving system reliability and user satisfaction. Implemented security protocols to safeguard data integrity and reduce breaches. Conducted performance analysis leading to optimized network performance and resource allocation. Analyzed network performance metrics to identify bottlenecks and improve data flow. Provided training and mentorship to junior engineers, cultivating a collaborative and skilled team. Maintained accurate documentation of network configurations to ensure compliance and facilitate updates. Information Technology Operator / Analyst / Cavalry Scout Aug 1987 - Nov 2007 U.S. Army/National Guard Draper

Developed training programs to boost team proficiency in technology and tactical operations. Executed reconnaissance missions to gather intelligence, enhancing operational planning and mission success. Analyzed battlefield data to inform strategic decisions, improving mission effectiveness. Coordinated training exercises with diverse teams, fostering teamwork and readiness. Maintained accurate records of equipment and personnel to support logistics and operational integrity. Provided technical support for communication systems, enhancing connectivity and operational capabilities. Executed tactical reconnaissance missions that significantly enhanced intelligence gathering. Customer Project Manager Apr 2000 - Feb 2002

AT&T Chicago

Managed cross-functional teams to deliver projects on time, enhancing customer satisfaction. Led project planning and execution, achieving measurable service delivery improvements. Coordinated with stakeholders to resolve project issues, ensuring objectives were met. Implemented project management best practices for efficient resource allocation. Facilitated communication between teams, leading to successful project completion. Developed and implemented a project tracking system, improving workflow visibility and accountability. Demonstrated proactive problem-solving and initiative to drive continuous improvement. EDUCATION

Purdue University-Main Campus, United States, West Lafayette Bachelor of Science, History/Broadcast Engineering, 1995 Vincennes University, United States, Vincennes

Associate of Science, Broadcast Engineering, 1993

CERTIFICATES

EMC Proven Professional Certification, Dell/EMC Corporation JNCIS-SSL Certification, Juniper Networks

JNCIA-UAC Certification, Juniper Networks

A+ Certification, Salt Lake Community College

Senior Project Management Course, AT&T

SKILLS

Technical Support, System Administration, Network Security, Linux, VMware, Windows, Active Directory, Unix, Cisco, Project Management, Information Security, Hardware Troubleshooting, Enterprise Solutions

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