Nathan Martin Email & Phone Number

Pittsburgh, Pennsylvania, United States

-Provide first-class technical support to internal stakeholders, addressing inquiries promptly and effectively.-Triage, resolve, or escalate support requests, ensuring timely resolution and user satisfaction.-Maintain and enhance ticket quality control procedures for accurate issue documentation and resolution.-Identify and highlight emerging issues to initiate problem management for comprehensive resolution.-Develop and update knowledge content to facilitate efficient issue resolution and enhance internal resources.-Participate in after-hours on-call rotations to address critical issues outside regular working hours.

Monaca, Pennsylvania, United States

- Supported the IT Engineer onsite with daily responsibilities - Performed an IT Infrastructure audit for cost savings - Worked on troubleshooting and system maintenance for computer systems, hardware, and software - Maintained user account information including user privileges, security, and system groups- Aided in the project management of 30 network access points in a newly acquired warehouse

State College, Pennsylvania, United States

-Evaluate the performance of service desk specialists, serving as Team Lead and reporting to management - Responded to inbound calls and tickets via ServiceNow, regarding IT support - Provide guidance, training, and assistance to new and existing consultants - Ensured that all service support specialists were completing responsibilities and working with end users appropriately. - Manage and support 150 service desk specialists with any technical or university focused issues

Penn State University Park

-Assist Penn State’s 40,000 students and 17,000 faculty members with their personal and university-owned devices- Respond to incoming calls to assist with troubleshooting issues ranging from account management to malware removal- Open tickets to communicate and track current issues- Add step by step decision process to knowledge base to assist future IT support specialists- Escalate Issues to tier 2 by providing initial steps taken to better assist users

• Assisted customers with questions about food, beverages, and restaurant services.• Assisted dining and kitchen areas with supply needs, rotating and restocking items during slow periods.• Maintained presentable dining areas with customer-ready tables, quickly clearing and resetting seats after each guest.• Resolved customer complaints independently or in collaboration with servers, kitchen staff, and management

Moon, Pennsylvania, United States

• Managed private information in a secure and safe manner• Contributed ideas for improving work processes.• Collaborated with team members to meet daily demands and handle challenging projects.• Updated computer system with shipping and receipt activity.

Aliquippa, Pennsylvania, United States