Michael Nelson Email & Phone Number

Order hardware and manage inventory for test and development systemsProvide support for multiple software platforms, such as Atlassian tools (Jira, Confluence, Crowd), VMware vCenter, Jenkins, Media Vue, and othersAssist in server hardware setup and racking in our test and production lab environmentsCollaborate with Dell cybersecurity engineers to remediate vulnerabilities within department network segmentsOffer Windows desktop support and domain administration servicesDefine, audit and adhere to any and all LAB Security/Safety StandardsProvide ad hoc shipping and receiving support for the site as neededI am the originator and team lead of our DFW Planet Employee Resource Group. This is an internal group of volunteers that drive sustainability through educational opportunities, volunteer activities that benefit the natural world, and to create a culture of sustainability that supports the efforts of Dell Technologies as an ethical corporate citizen.Organize and manage Earth Day and America Recycles Day recycling collection events

Plano, Tx

Carrollton, Tx

 Create and maintain training and procedural documentation. Provide training and ongoing support to customers. Technical escalation for company hardware and software to all field employees. Provide installation support and maintenance of proprietary software with customers. Manage a hosted VoIP phone solution for all local and remote users. Provide IT support for local and remote employees. Support includes software and hardware support. Assist with server and network administration

Provided tier 3 support with the Global Consumer Escalation team for Microsoft Windows products. Handled customer escalation concerns from the Microsoft executive team. Assisted the Windows Gurus located in Best Buy stores with escalation support through phone, email and web forum media.

Provide technical/customer support for various accounts. This includes working on trouble reports and system administration for customers with Avaya G3 PBX's, Nortel Meridian PBX’s and various Avaya Voicemail servers. Responsible for writing and maintaining the processes that our team follows and the instructions for all the reports our team is responsible for processing. Assisted in the creation of the Auto Case Assignment tool. Monitored all daily operations and case assignments for the entire Global Tier3 level support team. I have been instrumental in time savings measures on numerous projects by writing Excel macros and ProComm Plus scripts. I have saved the company hundreds of man hours with these tools. Experience includes: troubleshooting and programming with the Avaya G3 PBX and Nortel Meridian PBX’s; Installation and system configuration of Avaya Voicemail systems. Established and managed recycling program at our previous local office.