Matthew Nelson
Chattanooga
Summary
Results-oriented IT professional with a strong foundation in hardware, software, and networking troubleshooting, backed by CompTIA A+, Network+, and Security+ certifications. I excel at resolving technical challenges, providing excellent customer support, and maintaining efficient IT operations.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist
Tennessee Oncology
Chattanooga
12.2025 - Current
- Installed and configured workstations for new employees.
- Installed and configured hardware, software and network components according to established standards.
- Troubleshot print jobs and installed drivers to resolve printer-related issues, ensuring reliable printing services.
- Contributed to projects for deploying new technologies and upgrading infrastructure, enhancing operational capabilities.
- Monitored and ordered hardware assets to maintain optimal inventory levels, supporting seamless operational continuity.
TECHNICAL SUPPORT REPRESENTATIVE
Mike Collins And Associates
Chattanooga
06.2025 - 12.2025
- Provided phone support via Cisco Finesse and Jabber for 35,000 users across 200+ Life Care Centers of America buildings.
- Work with the Assyst ticketing and knowledge base platform to document, troubleshoot and resolve tickets in efficient order.
- Diagnosed and resolved layer 2/3 networking issues, coordinating with onsite technicians for efficient resolutions.
- Handle the installation of new network printers and scanners mapping scan folders to the appropriate paths.
- Enrolled users' personal and company devices into Mobileiron MDM, enabling remote email access for enhanced connectivity.
- Setup newly imaged laptops with required software through powershell install scripts for office zoom and Cisco secure client.
CUSTOMER SUPPORT REPRESENTATIVE
Mike Collins And Associates
Chattanooga
09.2024 - 06.2025
- Documented and assisted users with login issues, including password resets and account details, while adhering to established security procedures.
- Executed basic layer 1 troubleshooting on desktops and laptops to restore user functionality efficiently.
- Escalated issues to service departments, facilitating timely response and resolution for enhanced user satisfaction.
- Enrolled remote users into MFA authentication for access into network resources.
IT HELP DESK
Chattanooga State Community College
Chattanooga
01.2024 - 09.2024
- Worked with Jira's ticketing system to create, complete and escalate tickets as needed.
- Troubleshot technical issues with Webex and resolved in-person walk-ins efficiently to minimize downtime.
- Replaced hardware for faculty and staff, ensuring operational continuity and support for daily activities.
- Supported Tier 2 and 3 teams in establishing new computer lab rooms, improving access to technology for students.
Education
COMPUTER SUPPORT TECHNICIAN - Information Technology
Chattanooga State
Chattanooga, TN08-2024
Skills
- Desktops
- Laptops
- Mobile Devices
- Printers
- Scanners
- Hardware Troubleshooting
- Software Troubleshooting
- Web Browsers
- Chrome
- Edge
- Networking Hardware
- Networking
- DHCP
- Wi-Fi Configuration
- Basic Network Connectivity
- Remote access configuration
- Active Directory management
- Ticketing Systems
- Jira
- Assyst
- Active Directory management
Certification
- CompTIA Security+, 2025
- CompTIA Network+, 2025
- CompTIA A+, 2024
- Google Cybersecurity Specialization, 2024
- Google IT Support Specialization, 2024
- TestOut PC Pro, 2024
Timeline
Desktop Support Specialist
Tennessee Oncology
12.2025 - Current
TECHNICAL SUPPORT REPRESENTATIVE
Mike Collins And Associates
06.2025 - 12.2025
CUSTOMER SUPPORT REPRESENTATIVE
Mike Collins And Associates
09.2024 - 06.2025
IT HELP DESK
Chattanooga State Community College
01.2024 - 09.2024
COMPUTER SUPPORT TECHNICIAN - Information Technology
Chattanooga State