Anna Nelson Email & Phone Number

201 W/ Colfax Ave.

201 W. Colfax Ave.

I supported ServiceNow and various Safety systems from a technical, tier 2 standpoint.

10 Galapago St. Denver, Co 80223

My job involves wearing a lot of different hats on any given day. I answer customer calls and work self service tickets alongside other Service Desk technicians when its gets busy. Software and hardware troubleshooting are standard fare when it comes to these calls. I take escalations when customers aren't happy or when they need more personalized assistance -- in a government environment these are often high-ranking employees with a lot at stake. But there's way more to this job. I help set Service Desk goals and targets and then pull metrics and create reports around those goals. Numbers help drive what we do and I help gather those numbers. I coach other technicians and provide mentoring opportunities. I love documentation (who doesn't?) and working on projects. Projects, by the way, often begin with "why are we doing this thing this way". And this is the work I love! Projects and process improvement make me a happy, productive Anna. Current Project of Note: the total overhaul of the account maintenance processes within and outside of my team.

10 Galapago St. Denver, Co 80223

* Answer customer calls and email and troubleshoot their various software and hardware problems in a Microsoft-focused environment. All applications on the table (in house, vendor provided, and 3rd party). If it's out there, it's probably somewhere on customer machines and is just waiting to stop functioning. * Computer maintenance, Server maintenance, and virus removal. * Extensively use of the HEAT ticketing system (which differs from other such systems only through its inflexibility).* Work part of time in creating and maintaining a service desk oriented knowledge-base (using a wiki-based system).* Worked heavily with SCCM, Active Directory, and Exchange Consoles for user management an* Worked with Server 2003 & 2007, IIS, PHP, and MySQL.Notable Project: Knowledge repository for Service Desk (first in robohelp and then with MediaWiki). This knowledge base is still in use, although the department is transitioning to ServiceNow and will be using its integrated knowledge-base in the future.

10101 E. Hampden Ave. Unit #108 Denver, Co 80231

I helped start, work at, and then close a used video game store called "Game On". Some of my duties ranged from computer maintenance and repair to sales to accounting to HR. Notable Projects: Started a video game store.

Replaced computer partsWorks with other techs on the yearly computer roll out.Did extensive troubleshooting on Windows XP, various other applications, as well as computer hardware.Removed, repaired, and installed software.Performed on-site computer maintenance and support.

Shelved returned library books onto their appropriate shelves.Completed cleanup and closing procedures.Assisted customers looking for specific itemsAnswered library-related questions.Worked with a team in sorting and alphabetizing books prior to shelving Performed regular, routine book checks to verify books and other media were not out of place.

Computer Science

Computer Science.

Computer Science

Activities and Societies: ACMComputer Science

High School Diploma

High School. What everyone does. Plus a book club.