James Nelson
Carbonear,NL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
29
29
years of professional experience
12
12
years of post-secondary education
Work History
IT Manager
Fullerton Agencies
Carbonear, NL
03.2013 - 11.2020
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Oversaw IT department operations and training.
- Interacted and negotiated with vendors and contractors to secure products and services.
- Oversaw daily performance of computer systems and immediately responded to issues to keep network up and running.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Updated customers and senior leaders on progress and roadblocks.
- Created and terminated user's accounts from start to finish in business applications.
Customer Service Field Agent
Eastlink
St. John's, NL
02.2012 - 03.2013
- Demonstrated features, answered questions and redirected concerns to positive areas.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Stayed in frequent contact with customers to assess satisfaction, gather requirements and resolve issues.
- Met with customers to provide information about available products and policies.
Senior Support Technician
LogMeIn
Woburn, MA
04.2007 - 11.2011
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Researched product and issue resolution tactics to address customer concerns.
- Provided on-call support for critical issues related to LogMeIn Rescue, Hamachi and Remotely Anywhere.
- Documented support interactions for future reference in Salesforce.
Senior Repair Technician
Best Buy, Geek Squad
Danvers, MA
07.2003 - 09.2007
- Followed detailed repair and maintenance procedures for consumer products.
- Adjusted machine settings to maximize performance and equipment longevity.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Maintained inventory of repair supplies and ordered parts.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Repaired and tested electronic circuit boards, wiring and components.
- Provided technical advice and guidance to customers on use and maintenance of products.
- Installed and programmed variety of consumer products.
- Completed all repair and maintenance activities promptly and to high quality standards.
Computer Consultant
RHI Tech Services
Manchester , NH
10.1995 - 12.2005
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Linked computers to network and peripheral equipment.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Recovered critical information from data back ups to restore functionality.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Generated reports to track performance and analyze trends.
- Recommended new and replacement hardware and software purchases.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
Petty Officer Third Class
US Navy
Norfolk, VA
09.1991 - 09.1995
- Mentored and supervised 10 personnel within unit, providing positive guidance for professional and personal development.
- Drafted messages and reports to inform leadership of current situations.
- Prepared and delivered investigative reports and briefings.
- Handled administrative requirements, maintained records and submitted operational reports.
- Led team in developing strategic plans to meet operational objectives.
- Coordinated activities of subordinate personnel to support mission success.
Education
High School Diploma -
North Andover High School
North Andover MA 02.1987 - 05.1991
Naval Rating Certification - Technology Infrastructure Analyst
Naval Class "A" School
Meridian MS 11.1991 - 10.1992
Boston BBB Certification - Computer/Network Electronics Technician
Computer Learning Center
Metheun MA 01.1996 - 07.1998
No Degree - Computer Science
Harvard CS50x
Online 01.2022 - Current
No Degree - Python
Harvard CS50p
Online 02.2022 - Current
No Degree - Artificial Intelligence
Harvard CS50ai
Online 02.2022 - Current
Skills
Documentation and reporting
undefinedTimeline
No Degree - Python
Harvard CS50p
02.2022 - Current
No Degree - Artificial Intelligence
Harvard CS50ai
02.2022 - Current
No Degree - Computer Science
Harvard CS50x
01.2022 - Current
IT Manager
Fullerton Agencies
03.2013 - 11.2020
Customer Service Field Agent
Eastlink
02.2012 - 03.2013
Senior Support Technician
LogMeIn
04.2007 - 11.2011
Senior Repair Technician
Best Buy, Geek Squad
07.2003 - 09.2007
Boston BBB Certification - Computer/Network Electronics Technician
Computer Learning Center
01.1996 - 07.1998
Computer Consultant
RHI Tech Services
10.1995 - 12.2005
Naval Rating Certification - Technology Infrastructure Analyst
Naval Class "A" School
11.1991 - 10.1992
Petty Officer Third Class
US Navy
09.1991 - 09.1995
High School Diploma -
North Andover High School
02.1987 - 05.1991
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