Logan St. Cloud has over 15 years of experience in information technology, including computer sciences, help desk support, networking, and customer service. They have worked in various roles such as a network installer, technical support specialist, integration engineer, technical analyst, and customer service technician. St. Cloud has strong skills in Microsoft, Linux, Mac OS, and computer hardware and software troubleshooting. They strive to effectively communicate technical information to users and resolve any issues.

1. Logan St. Cloud –
2608 Pillsbury Ave. S. #5, Minneapolis, MN 55408 - (612) 442-3586 – lstcloud@gmail.com
Profile
Studied a wide variety of fields to enhance career education and bring a fresh and knowledgeable view to any new position. A
history of exceeding goals with a combination of hard work and ambition, both for myself as well as my team. Thrives in an
environment where allowed to learn and solve complex issues, able to balance time management and quality control to deliver the
best possible product/service in the most efficient manner possible. Innovative, creative, and tenacious.
Education
Nicolet Area Technical College - Rhinelander, WI
Major: Police Science - Minor: Psychology
CompTia A+, and currently obtaining N+ Certification and MCITP Certification.
Skills
15+ years – Microsoft, Linux, & Mac OS
11+ years - Computer Sciences (Ask for specifics)
11+ years - Help Desk / Desktop Support
11 years - Network Connectivity (LAN, WAN, & VPN)
10+ years - Customer Service
10 years - Typing: Approx. 60 wpm
06 years - Operator / Call Center
05 years - Staff Coaching / Monitoring / Training
03 years - Quality Assurance for Customer Service/Technical Support
• Exceptional listener and communicator who effectively conveys information verbally and in writing.
• Demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes through highly analytic,
strategic thinking.
• Computer-literate performer with extensive software proficiency covering wide variety of applications.
• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.
• Proven relationship-builder with unsurpassed interpersonal skills.
• Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high
performance standards.
• Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
• Innovative problem-solver with a proven ability to generate workable solutions and resolve complaints.
• Resourceful team player who excels at building trusting relationships with customers and colleagues.
Soft Skills
Active listening, Troubleshooting, Evaluating aptitude levels and technical competencies to effectively communicate with users on
the appropriate level, Embracing a proactive/customer-centric approach to educate users while maintaining metrics, Creative
problem solving, Conflict resolution, Strategic and flexible thinking, Ability to differentiate between sympathy and empathy and
using the appropriate one as needed
Work Experience
Network Installer / Freelance Technical Support - 20 months (01/15 - Present)
Independent Contractor – Minneapolis, MN
Installing and tearing down network systems. Running cabling and connectivity nodes (routers, switches, hubs, repeaters). Adding
peripherals (hardware and software), Ghosting workstations, Setting up server racks, Installing RAID configurations, Diagnosing
hardware, software, printing, and network connectivity issues including LAN, WAN, VPN, wireless, and security access. Determining
and installing security/integration solutions based on individual customer needs and budgets.
VIP Technical Support Specialist / Trainer – Contract position (09/14 – 01/15)
Cargill Incorporated – (Available upon request) – Minneapolis, MN
Communicating via phone system, email, and IM software. Password resets. Identifying & resolving customer reported trouble.
Using remote access software and internet research. Accessing and adding to an internal knowledgebase as appropriate. Creating
and implementing training materials. Working in a large-scale enterprise environment. Diagnosing hardware, software, printing, and
network connectivity issues including LAN, WAN, VPN, wireless, and security access.

2. Integration Engineer / Data Entry – 11 months under 2 contracts (09/13 – 08/14)
Xcel Energy -- (702) 472-7065 - Anthony Almeida / (612) 337-2094 - Kevin Taubenheim - Minneapolis, MN
Testing compatibility with multiple operating systems and creating documentation for software application configurations focusing
on installation and end client usage utilizing technical knowledge and attention to detail. Maintaining accurate records. Identifying
and communicating issues to co-workers, supervisors, vendors, and various other teams. Utilizing VMware and imaging software.
Ensuring the highest levels of quality. Filing. Data entry. Customer service. Internet, knowledgebase, and traditional research to
assist in problem solving and planning. Knowledge and research regarding state and local building codes for a multi-state region.
ServiceNow, SalesForce, & HPTicketing for ticketing systems.
Technical Analyst – 6 month contract (02/13 – 08/13)
United Health Group -- (612) 910-9635 - Michael Hartke - St. Louis Park, MN
Communicating via multi-line phone system, email, and proprietary IM software. Password resets. Identifying & resolving customer
reported trouble. Diagnosing hardware, software, printing, and network connectivity issues including LAN, WAN, VPN, wireless and
security access. Troubleshooting over 4,400 corporate applications. Using remote access software and internet research. Accessing
and adding to an internal knowledgebase as appropriate. Balancing the need for customer service and issue resolution with the
constraints of call handle/FCR metrics. ZenDesk & ServiceNow for ticketing platforms.
Customer Service Technician – 6 month contract extended to 10 months (11/11– 09/12)
Thomson Reuters -- (651) 687-7000 - Steve Boyd - Eagan, MN
Answering phones and email correspondence. Accessing accounts. Identifying & resolving customer reported trouble. Offering
technical support on website issues and internet security concerns. Accessing and adding to an internal knowledgebase as
appropriate. Working in a large-scale enterprise environment. Diagnosing hardware, software, printing, and network connectivity
issues including LAN, WAN, VPN, wireless, and security access. Giving the highest level of customer support to callers ranging from
college students, to law enforcement officials, to Fortune 500 board members. Showcasing people skills to determine and speak
with callers on their technical aptitude level. ZenDesk, ServiceNow, & proprietary systems for ticketing.
Customer Service / Tech Support – 12 month contract (11/10 -11/11)
Alpine Access -- (303) 279-0585 - Patrick Gage - Denver, CO
Answering phones and IM correspondence. Accessing accounts. Identifying & resolving customer reported trouble. Minor
bookkeeping. Payment transactions. Dealing with often upset customers and translating difficult technical and financial concepts to
layman’s terms. Coordinating employees and customers to ensure company policies & customer satisfaction are met. Offering tech
support on eservice, website issues, and internet security concerns. ServiceNow for ticketing system.
Overnight Dispatch / CSM / Shift Supervisor – 17 months full-time employment (05/09 – 10/10)
Limos at Your Service -- (503) 828-6500 - Jesse Munk - Los Angeles, CA
Answering phones and email correspondence. Placing orders. Cash/check/credit card/DBT handling and processing. Sales and
upselling products and services. Providing accurate, fast, and empathetic customer support to often difficult customers where
language barriers were a constant concern. Responsible for the creation and operations for 3rd
shift including
hiring/training/monitoring/coaching employees and providing constructive feedback as acting Team Lead and Quality Assurance.
Coordinating between customers, remote technicians, and hundreds of drivers spread over 15 different companies.
Computer Tech Support / Customer Service Rep. – 32 months full-time employment (06/06 – 01/09)
Sykes Incorporated -- (541) 740-1404 - Joshua Landin - Milton-Freewater, OR
Answering multi-line physical and software phone systems. Identifying & resolving customer reported trouble. Diagnosing hardware,
software, printing, and network connectivity issues including LAN, WAN, VPN, and wireless access. Troubleshooting DSL/cable repair
issues on numerous platforms. Coordinating between customers, technicians in the field, CO leads, and internal departments.
Showcasing people skills to determine and speak with callers on their technical aptitude level.
-Assisted in the expansion of our offices including physically running ethernet cable, setting up over 350 workstations, and utilizing
imaging software to incorporate the OS on each one. Proprietary systems for ticketing.
---I've also held other various employment positions (some of which have been in irrelevant fields), and while some of these
positions may have utilized skills required by your company, in the interest of brevity I have decided to leave them out of this
abbreviated resume. Should you require a full and unabridged copy, please request one and I will be happy to oblige.