Dwight Nelson Email & Phone Number

Lehi, Utah

• Deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs for the Taleo cloud-based talent management software.
• Resolve post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for Electronic Support Services.
• A primary point of contact for customers facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• Handle internal requests as well as external customer requests pertaining to the Taleo Integration offerings. Troubleshoot issues with data transfer as well as Taleo internal integration platforms using a combination.

Salt Lake County, Utah, United States

• Developed and presented lesson plans that meet approved curriculum for the MBA and Computer Science/ Network Infrastructure programs.
• Taught courses: Information’s Technology in Society for MBA; Network Infrastructure; Network Security Management; Computer Servicing; Programming Fundamentals and Structures; and Electronic Communication Management.
• Provided regular, accurate, and timely feedback to students relative to their performance.
• Motivated students to actively participate in all aspects of the educational process, including but not limited to class discussions, demonstrations, outside, assignments, research, enrichment activities, etc.
• Exercised normal classroom supervision to effect a positive learning environment.
• Maintained and reported student grades and attendance.

Lehi, Utah

• Answer and resolve service requests on a first email/call basis
• Own and track customer issues – record, track, and resolve in a timely manner using our ticket tracking system
• Maintain communications with clients on the status of all open requests. All responses should be professional, complete, well formatted, and consistent with prior communications
• Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings
• Monitor customer’s systems, detect any problems and take action.
• Assist in reducing support load by writing on-line support materials (FAQ's and KB's)

Greater Salt Lake City Area

• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
• Understands and uses sphere of influence extending outside of the department
• Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly
• Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
• Validates technical information and issues early warning and disseminates information as needed

Greater Salt Lake City Area

• Provided operational support for client production database system.
• Developed and implemented standardized processes, tools, and deliverables as the project leader.
• Developed and implemented consistent testing standards to all assigned tasks in order to achieve quality and consistency.
• Identified and resolved escalated client and production issues by conducting root cause analysis and resolution the issue, which included engaging IT and/or programming resources.
• Prepared work plans for owned tasks.
• Managed workload of tasks to completion and informed others when problems occurred or when commitments could not be met as planned.

Greater Salt Lake City Area

• Manage client transition of services to a new benefit services provider while performing duel role of Service Delivery Manager and Business Systems Analyst. Coordinated all activates with client contacts, vender.
• Plan and implement Annual Enrollment project for national clients in the role of Service Delivery Manager.

Greater Salt Lake City Area

• NCO in charge of Computer, Switching & Cryptographic Systems Maintenance.
• Planned and implemented data and voice communications systems in LAN and WAN configurations.
• Installed, maintained, upgraded, and repaired numerous computer and communications systems including PBX systems, Wiondows2000, Windows NT, Windows 2003 Server Active Directory, and various hardware and software
• Maintained, audited and documented cable plant for base wide telephone system
• Performed quality assurance inspections to ensure training and operational maintenance standards were met
• Operated and maintained Cryptographic systems.

Ione, California

• Performed systems analysis, design, development, installation, implementation, procurement, and technical support in connection with information technology systems, multifunction office automation systems.
• Managed and supported users, groups, and computers for Windows 2000 and Windows XP PCs in an MS Server 2003 Active Directory network environment.
• Administered user accounts, supported and maintained work stations and the HP 3000 servers for HP UNIX based databases systems.
• Responsible for planning, implementing and enforcing systems and software security programs; antivirus installation and antivirus update server, active directory security groups and secure file structures etc.
• Provided information security policies and procedures training for all staff. Advised management on all maters regarding information security in a computer information systems environment.
• Led, planed, coordinated, and implemented all locally initiated IT infrastructure and applications projects.

Lathrop, California, United States

• Developed and presented lesson plans that meet approved curriculum for the Information Technology Program
• Taught courses in Personal Computers, Windows 2000 Server, Windows 2000 Professional, Windows NT Server, LINUX, Network Standards and Protocols, Wide Area Networking /Routing, Network Systems Management, Project.
• Provided regular, accurate, and timely feedback to students relative to their performance.
• Motivated students to actively participate in all aspects of the educational process, including but not limited to class discussions, demonstrations, outside, assignments, research, enrichment activities, etc.
• Exercised normal classroom supervision to effect a positive learning environment
• Maintained and reported student grades and attendance

San Francisco Bay Area

• Partnered with Program Executives to implement service solution strategies, perform service delivery audits, and process improvement programs for national accounts as a member of the Program Management Team
• Led the tactical implementation of more cost-effective IT infrastructure management for customers including desktop support, break-fix, IMAC, network infrastructure support, maintenance, and supply chain management.
• Analyzed, defined, and documented client’s current business practices to identify and implement more efficient solutions including business process redesign and the development of performance measures
• Led project development workshops to ensure profitability by defining services and costs necessary to meet customer objectives
• Developed and implemented continuous improvement programs that provided a systematic and repeatable approach to improving process quality and cost efficiency
• Increased sales by consistently providing additional services and solutions for current and potential customers

Greater Salt Lake City Area

• Managed customer satisfaction, responsiveness, and problem resolution for retail computer products
• Developed an environment to attract and retain employees that are customer focused
• Assisted in management of human resources for the department including resource planning, performance management, compensation, and employee development
• Communicated effectively with customers, staff, and senior management to analyze business and customer requirements and develop plans and objectives to meet or exceed customer and business needs
• Initiated and implemented procedures enabling the Technical Support Team to provide effective customer service
• Hired, trained, supervised, and motivated teams of 15-35 technical support/customer service agents

Master Of Science, Business Administration

Bachelor Of Science, Business/Information Systems