Landon Nelson Email & Phone Number

Minneapolis, Mn, Us

St Paul, Minnesota, United States

•Oversee daily operations of knowledge base with over 3000 articles on Knowledge Management team•Process knowledge article feedback from level 1 agents and Abbott support teams•Collaborate with Abbott support teams to ensure level 1 agent knowledge is up to date when support processes are added or changed•Post bulletins on knowledge base home page alerting agents of upcoming major support process changes, announcements, and outages•Responsible for reviewing almost 1800 articles for Abbott’s One Knowledge project where Abbott and legacy St Jude Medical combined their knowledge bases•Reviewed and retired over 1100 obsolete or duplicate knowledge articles for the One Knowledge project

Minnetonka

LSJM Service Desk Analyst at Abbott Laboratories • Guide users through over the phone troubleshooting through investigative questioning• Utilize knowledge base resulting in a first call resolution above company goal of 79%• Escalate tickets when necessary after all troubleshooting has been performed• Train newly hired Analysts on company applications and processes through both classroom training modules and 1 on 1 call shadowing sessions• Contribute to the Service Desk knowledge base by submitting new knowledge articles, updating existing articles, and removing out of date articlesLSJM Service Desk Triage Team Member at Abbott Laboratories August 2019 – July 2020• Receive tickets from Abbott ticketing system and send them cross company to legacy St Jude Medical ticketing system• Assess tickets, determine if the issue is cross company, and route tickets to appropriate support partner if resolution can only occur through elevated support team• Check Outbound queue to determine if resolved tickets on SJM side are also resolved on Abbott side• Contact support teams when tickets have been breached for better understanding of any current hold ups, enforcing quick resolutions by support teams where tickets have come through the Triage queue• Troubleshoot and resolve inbound tickets that can be solved at Service Desk level

Brooklyn Park

Helping my city by assisting in the maintenance of the Community Activity Center. Duties:Maintaining of grounds around the propertyKeeping schedule for set up and tear down for eventsIn charge of individual assigned projectsEnhancing community members experience at the centerCleaning and maintaining inside the center

11820 Fountains Way, Maple Grove, Mn, 55369

I worked efficiently in a team environment to insure the happiness of hundreds to thousands of customers a day. At Chick-fil-A, we always went the extra mile to help create raving fans. Going beyond just serving food and making everyone we impact happier was always the goal.Duties:• Fulfilled food orders in a timely fashion• Supervised and upkept centerline• Worked effectively in a team environment• Maintained, organized, and cleaned kitchen area• Enhanced customer experience with friendly service

2407 E Hennepin Ave, Minneapolis, Mn 55413

Duties:Clearing out the main display area and back room of holiday decor to bring to storageBringing out spring goods from storage to the main display areaResponsible for creating labels, organizing, sorting, and packing away hard goods

7840 Main Street, Maple Grove Mn

Duties:Prepared and sauted a variety of noodle dishes to order.Prepared and baked sandwiches and appetizers Measured ingredients required for specific food items being prepared.Cleaned, stocked, and restocked workstations.Worked efficiently in a team environment.

2407 E Hennepin Ave, Minneapolis, Mn 55413

Duties:Clearing out show room of holiday decor and storing away for the next seasonOrganized and sorted hard goodsCleaned showroom carpets and windows

Bachelor’S Degree, Computer Information Systems, 3.3/4.0 Gpa

Activities and Societies: ACM Club (Association for Computer Machinery) and CruI have earned a B.S. in Computer Information Systems.

High School, General Studies, 3.9 Weighted Gpa

Activities and Societies: Marching band section leader 2013, Marching band Drum Major 2014, Pep Band, Pit Orchestra 1st clarinet, Nordic.