Michael Nelson 106 Revere Drive Harleysville, PA 19438 215-262-6267 WORK EXPERIENCE: Years Title Organization 2007 - 2011

Service Desk Technician

CompuCom

-Provide 1st level IT Service Desk support resolution for Sanofi-Aventis account . -Provide a professional and personable interface to the end-user community. -Call acceptance/tracking (30 - 60 p/day) in a manor that most efficiently allow s the maximum amount of calls to be answered. -Conduct proactive call management by updating the status of outstanding calls a nd notifying the end user of status. -Help with the distribution of loaner laptops and cell phones. -Consult walkup clients with use of applications installed on system. -Provide proximity support for local users. -Provide support for regional clients across the country. -Provide remote support when situation warrants. -Secure ID token and AD accounts. -Aid in determining proper escalation paths for inner departmental operation -Help contribute to the service desk knowledge base (Remedy, E-Rooms and interna lly written software) - Create SOP and Training materials. -Update and organize knowledge base entries. -Work with other departments and colleagues on cross departmental SOPs. -Create templates within word and outlook for use in daily customer contact. -Run reports on daily call tracking and unresolved incidents to insure proper cu stomer solutions and escalations. -Provide on call support as needed. -Provide training as requested for end users on various topics. -Conduct surveys for end user satisfaction. -Aid in writing communications for mass distribution. 1993 - 1998, 2001 - Present Shift Manager Summerwood Corporation

- Provide excellent service for all Taco Bell guests. - Provide training for all employees in all aspects of the business -Supervise shifts to insure all Taco Bell standards are met with highest concern being customers. -Work directly with RGM to aid in profitability and insure everyone is following regulations to aid in costs. -Insure that local labor and Dept of health Laws are enforced. -Create employee schedules with current business trend in mind. -Order bi-weekly food supplies to insure continuity of all products. -Maintain inventory of all food and non-food items in store. -Work with all employees to motivate and increase present skill levels for all. 2005-2007 Help Desk Analyst Highpoint Solutions

-Responding to inquiries and requests for assistance from end users -Providing laptop technical support, utilizing desktop remote control tools -Provides technical support for a pharmaceutical sales force located throughout the Country. -Provides end user support for Pocket PC's and Target sampling software installe d.

-Works with a ticketing system to log calls and escalate issues to appropriate p eople when situation warrants. (Footprints) -Track, monitor and processes all issues in professional manner, ensuring timely delivery of final resolution to user.

2005 Network Technician Geeks on Call -Responded to customer appointment requests for home visits. -Repaired customers' computers in their homes and offices. -Designed networks for business needs. -Troubleshot networks, hardware, software, and peripherals -Promoted Company by marketing services to business professionals. -Trained customers on requested aspects of computer use and repair. -Maintained company car and inventory supply. -Sold service agreements to individuals with need of support. FORMAL EDUCATION: (college, professional school, etc.) Institution Dates Degree/Certificate Cittone Institute 2005 Network Systems Administrator

Certifications: NET+ A+