Dwight Nelson Email & Phone Number

Salt Lake City, Ut, Us

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 of XML, SQL and other technologies like SSO and FTP.

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)• Multi-task and manage multiple projects / tickets simultaneously.• Champion customer issues internally & represent the company externally.

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 • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues

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.• Wrote custom database queries and reports using standard tools (R&R Report Writer; DB Explorer, MS Access), as appropriate. • Maintained/updated functional documentation to support client system processing. • Developed solutions and recommendations to satisfy client needs through the use of the database application while understanding the impact on scope and timelines. • Used effective communication and facilitation skills to advise and influence clients at the user and line-management levels. • Prepared written communications such as status reports, project/internal correspondence, and functional specifications.

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 contacts, and all internal departments involved in transition of services ongoing operations.• 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.• Applied Department. of Defense, Air Force and National Guard Bureau policies standards and directives.• Inventoried and maintained technical orders and operations manuals Library for communications maintenance work center.

Ione, California

• Performed systems analysis, design, development, installation, implementation, procurement, and technical support in connection with information technology systems, multifunction office automation systems, microcomputer systems, and teleprocessing networks.• 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.• Led, coordinated, and implemented the local facility portion of all California Department of Corrections wide IT projects under the direction of Senior Project Mangers.• Provided justifications for acquisition of computers, network equipment, applications software, and peripherals.• Advised department managers and staff in following regulations, operating policies, and procedures regarding information technology.• Planed, coordinated, and conducted staff training for information security procedures, work station operating systems, and applications use.• Provided advice and consultation to local institution executive management staff regarding current and future application of information technologies.• Planed and implemented procedures to employ local helpdesk operation using Remedy Action Request System.• Planed and implemented local facility help desk and desk top support services.

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 Management, and Mathematics • 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• Advised Students on matters related to their enrollment status such as academics, behavior, attendance, etc

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 processes.• 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• Produced and presented training programs to ensure that proposed solutions best satisfy customer’s needs• Developed and maintained proposals and valuable process documentation on delivered services including scope, methodology, staffing, and pricing• Directed change management including monitoring and reporting on the status of transitional programs• Established positive relationships with project and program management personnel to develop transition plans, programs, and define deliverables• Communicated effectively with clients and on-site transition staff to successfully prioritize projects and achieve goals including timelines and budgets• Developed and implemented service improvements by auditing client services, analyzing results and recommending improvement action plans

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 • Provided weekly team performance reports to senior management• Developed and maintained documentation and procedures for initial and continued ISO 9000 certification

Master Of Science, Business Administration

Bachelor Of Science, Business/Information Systems