Nikko Nelson

3106 Tuscan Ridge Dr, Snellville Ga, 30039

OBJECTIVE: A+, Network +, Security +, and MCSE Certified professional technical support
representative seeking a Desktop Support, Field Technician, Desktop Administration, Desktop Support
Engineer, Desktop Support Supervisor, System Administrator, PC maintenance Technician Tier 1 & 2,
or Network Support/Engineer opportunity.

SUMMARY OF QUALIFICATIONS:
● Dynamic team player with excellent IT support skills, a solid understanding of network security
fundamentals, hardware and software functionality, and excellent technical problem resolution
abilities.
● Maintaining a professional attitude and provide excellent customer service at all times, to include
maintaining a good work ethic and assisting other analysts when needed.
● Excellent documenter of tasks, manuals, guides, processes, and procedures.
● Managed and trained full-time employees, contractors, and interns in both Large and smaller
environments.
● Works extremely well with Teammates and other company employees.
● Created and managed Apple environment using Active Directory, and Apple Servers.
● Used various Ticketing Systems and Remote technology to resolve issues.
● Very strong knowledge of Active Directory and Exchange functionalities.
● Resolved problems, performed upgrades, replace parts, download apps, software training, and
maintained end user Mac machines.
● Call center environment handling large call volumes via phone, Teams, Skype for Business,
email queue.
● Self-starter and independent thinker with sound judgment and decision making capabilities with
ability to utilize technology strategies to increase productivity.
● Strong analytical problem solving abilities and a high enthusiasm for developing excellent
relationships with people.
● Proficient with technology rollouts, installations, migrations, desktop support, training and
configurations.
 ● 6 years professional IT experience with customer service.
● 4 years Apple experience.
● 6 years of Desktop Support experience.
● 4 years of Active Directory experience.

EDUCATION:

Georgia Pediment Technical College -Degree: Associate in Microsoft Networking (2016)

Clayton State University - Degree: Bachelor in Technology Management (On going)

TECHNICAL SKILLS:

Software/Applications: OPCSI, SRTA, Crystal Reports, SIS Venture, Pulse Secure VPN
Microsoft Office Suite 03-365, MS Outlook 2003/2010/2013/2016/365, Microsoft Teams, Visio,
SharePoint, PowerBI, Project, Skype for Business, Callegro, ICMP (Cross), Citrix Access Gateway &
Receiver, ADP Portal, eTime, Kronos, Sharepoint, Client Portal, Symphony Mainframe, Password
Keeper, iTunes, Adobe Acrobat/Creative Suite/Cloud, Java, Registry Cleaner, RightFax, Snipping Tool,
Chrome/Internet Explorer/Firefox/Safari/Edge, Command Prompt, Terminal, Windows Scripts, Oracle
products, Cisco Webex, Cisco AnyConnect VPN , Forcepoint, , Carbon Black, RSA Console,
Virtualbox, Citrix VDI, CCPulse, TTWin, WipeDrive, and SCCM

Encryption: (6 Years’ Experience) PGP, McAfee Encryption, File Vault, Bit Locker.

Microsoft Office Suites: (6 Years’ Experience) Office 2010-2013, Office 2016 ,Office 365

VPN Software: (4 Years’ Experience) Cisco AnyConnect (4 Years’ Experience), Pulse Secure (2 Years’
Experience).

Remote Assistance Control Tools: (6Years’ Experience) Remote Desktop Connection, LogMeIn,
GoToAssist, Dameware,and SCCM.

Ticketing System: (6 Years’ Experience) Service Now Catalog, Nova, CA Service Desk Manager, CA
Service Catalog, Synergy, WRM, Remedy.

Apple OS: (6 Years’ Experience) Snow Leopard, Mountain Lion, El Capitan, High Sierra, Mojave,
Catalina, and iOS all versions.

Windows OS: (6 Years’ Experience) XP, Vista, Windows 7 , Windows 8, Windows 10 up to 1909

Phones: (6 Years’ Experience) IPhone and Android

Imaging: (4Years’ Experience) Symantec Ghost, Image X,

Security: (6 Years’ Experience) McAfee Endpoint Protection for Windows & Mac, McAfee HIPPS
Firewall, McAfee Encryption, McAfee Agents, McAfee Firewall, McAFee Security Threat Prevention,
McAfee Web Control, FileVault (Mac) Symantec, Norton, Trend. Sophos, Malware Bytes, Spybot,
Absolute/Computrace, Cisco Nac Agent, Cisco NacNam, Airwatch, AirDefense, CCleaner, Voltage
Secure Mail.

Networking: (6 Years’ Experience) Ethernet, TCP/IP, DNS, VOIP, DHCP, Windows Server up to 2019,
Active Directory, OS X Server, Apple Centrify, McAfee ePolicy Orchestrator 4.5/4.6, Exchange
2003/2010/365, Cisco AnyConnect VPN, VM Ware, VDI, Citrix Gateway, Virtual Infrastructure Client, Wave,
IP-Edge Client, SCCM, ITCM, Windows Updates.

Hardware: (6 Years’ Experience) IBM Lenovo, Dell Latitude/Inspiron/OptiPlex/Precision//Monitors/Venue

Cisco: (6 Years’ Experience) Routers, Switches, VPN, IP phones, Sub netting

Certifications
• A+ Certified
• Network + Certified
• Security + Certified
• MCSE Certified

PROFESSIONAL EXPERIENCE:

Company: State of Georgia Job Title: Network Administrator (6/2019 –10/2020)

• Assist internal users via phone, email, teams, and in person to resolve all technical issues
• Always going the extra mile to help resolve any issues a user is experiencing because its’s my
passion to help resolve people’s issues.
• Worked in a local desktop support team of 3 and supported over 250 internal users between two
locations.
• Managed and supported an entire separate state office of 110 users aside from my main state
office alone
• Provided technical support by resolving incidents/problems and managing tickets within the
Worm ticketing system
• Provided remote sessions and access using Remote Desktop, Logmein, Recue, Remote Desktop,
Skype, and teams
• Used Windows Deployment Server to image machines with company standard and requested
software, based on department requirements.
• Deployed laptop and desktop to user as needed
• Troubles shoot internet connection, programs/software, Cisco VPN, Wi-Fi, and Citrix issues.
• Password resets, unlocked accounts, created/deleted users, added users to groups in Active
Directory.
• Troubleshoot and resolved issues with Office 2010/2013/2016/365 applications including MS
Outlook, Word, Power Point, Access, & Excel.
• Mapped computers to shared drives and granted permission to access authorized files and folders
• Troubleshoot and install programs such as OPCSI, SRTA, Crystal Reports, SIS Venture, and
Pulse Secure vpn
• Added users to department printers and set up local printers for office and remote users.
• Repaired and maintained department and local printers and supplies.
• Managed hardware ordering and parts inventory.
• Provided accurate documentation for processes and procedures.
• Installed proprietary software based on departmental specifications and lab equipment.
• Installed McAfee Anti-virus for Windows
• Maintain and organize equipment assets in inventory room
• Maintain SharePoint content associated with system collaboration sites
• Document and create technical reports by collecting, analyzing, and summarizing information
and trends as well as system effectiveness
• Assist with the system software life cycles and distributing licenses to users
• Work with our software development team to present key information for improvements
• Maintain system protocols by writing and updating procedures as needed
• Study and learn new system capabilities assigned as needed
• Attend and speak on scheduled staff conference calls as needed
• Organize and execute projects such as using SCCM to deploy windows 10 (1803) to 330
computers along with making sure over 70 computers were upgraded from windows 7 to
windows 10 successfully over our network.
• Coordinate with our IBM vender responsible for our personal cloud services to ensure that all
employees within the organization are able to successfully back up all their data on their
dedicated network drives.
• Create network scripts, policies and procedures as needed.
 • Work daily in active directory to perform all required task to resolve network related issues.
• Provide support for mobile devices such as iPads, iPhones, and Android
• Create order list of new equipment roll-outs for new models of laptops and network printers as
needed.

Company: Geek Squad Job Title: Advanced Repair Agent (5/2016)

(7/2020)

• Assist external users via phone and in person to resolve all technical issues
• Built lifetime relationships with my clients and provide great customer service

• Provided world-class customers service over the phone and in person

• Used Nova for main ticking system

• Install ram, hard drives, power supplies, batteries, motherboards, dedicated graphics cards,

keyboards, and operating systems.

• Used troubleshooting skills to resolve LAN/WAN and wireless connectivity issues.

• Troubles shoot and resolved issues with Office 2010/2013/2016/365 applications including MS
Outlook, Word, Power Point, Access, & Excel.

• Taught many classes in person to user’s on how to operate pretty much any new computer they

purchased.

• Reimage Windows and Mac computers

• Setting up Apple, Android, and Windows devices

• Building computers from the ground up with all the components needed per a client’s needs.
 • Provided tier 1 & 2 support for computers of every brand, model, and operating system

• Imaged, configured, and installed software for MacBook and iMac machines.

• Troubleshoot, repaired, and ordered PC and Mac hardware.

• Troubleshoot and repaired printers, scanners, and copiers.

• Used manufacturers support sites for driver assigning, machine specs, warranty status, and
locating hardware manuals.

• Performed secure data backups for users before reimaging.

• Rebuild pretty much every model of Dell, Mac, Lenovo and HP computers.