Marshall Nelson Email & Phone Number

New Mexico, United States

Albuquerque, New Mexico, US

Paris, France, FR

Collaborated with cross-functional teams to optimize processes, improve efficiency by actioning ITIL (Information Technology Infrastructure Library) principles while taking a data focused approach to business analysis & subsequent changes & enhancementsImplemented best practices & aligned teams with Agile methodologies across multiple projects as part of.

Berlin, Deutschland, DE

Managed multiple high visibility, high impact projects, meeting stringent security & compliance standards & ensured on time & on budget deliveryDeveloped documentation for service desk & matured ITSM processes including implementing & maturing a CAB (change advisory board)Audited vendor contracts, maximizing budget & finding cost savingsMentored & coached.

Berlin, Deutschland, DE

Managed numerous projects and rollouts globally, including: OS deployments while remote, product rollouts (MS Teams, Ring Central VOIP etc), continuously used feedback to improve the delivery throughout the project life cycleDeveloped clear and concise documentation that was missing for service desk agents and end users alikeDefined policies and procedures.

Berlin, Deutschland, DE

Responsible for on-site technical support for an office of 100+ employees, including migration to O365, Ring Central, Microsoft Teams as part of a global rolloutTroubleshot complex enterprise environment issues including in house application performance and interconnectivity between applicationsInterviewed, onboarded and trained new office IT hires and.

Nashville, Tennessee, US

Comprehensive technical support for high-end real estate firms including domain and DNS administration, email migration, device configuration and deployment on both desktop and mobile platformsOn-site and remote support for mixed OS environments including Windows 10, Windows 2012 R2 Server, macOS, iOS

Nashville, TN, US

Consulted with high profile business', celebrities, and individuals to tackle any client problems, identified the right hardware/software solution to meet all needs and implementedEvaluated, configured and implemented SaaS, Hybrid and on-premises email; (IBM verse, Google Apps, Microsoft 365) for clientsDocument sharing expertise (DropBox, GoogleDrive).

Nashville, TN, US

Responsible for eBay storefront customer support tickets (with over 4k buyers monthly), maintained low response wait times to maintain top rated seller performance.Developed new workflows to increase efficiency (eBay support ticket integration into Salesforce).Consistently exceeded daily, weekly, monthly and yearly goals for both call volume, handle time.

Cupertino, California, US

Translate highly technical terms and concepts into layman’s terms to provide customers with appropriate solution based on their needsAccelerated to Tier 2 Support within 3 month period.

Nashville, TN, US

Implemented advanced network and file distribution solutions in mixed OS environmentsApple product troubleshooting and setup including file structure repair, data transfer, media management, deployment of new systems and servers, iCloud and Exchange integration, and backup solutions implementationDesigned total web solutions including moving from existing.

Troubleshot PC boot issues, Virus removal and protection, Sonos configuration, AV implementation and troubleshooting.Windows and Mac client configuration, deployment and management as a managed service

Nashville, TN, US

In charge of customer relations in high volume sales environment. Lead and trained five new employees. Evaluated reports to determine profitability, and designed product portfolio to maximize profit. Consistently top performer with well over 500K in sales per year.Technical troubleshooting first line with customer walk-ins

Bachelor Of Business Administration, Music Business Production

Film/Tv/Radio