Nathan Shrider Email & Phone Number

San Jose, California, United States

• Functioned as support and network engineer for SMB customers in a managed services environment• Assisted clients with a wide range of issues and projects, from basic computer troubleshooting to administering corporate Active Directory domains to hosting virtual Microsoft RDS systems• Support requests were received via e-mail, and resolved using telephone/remote support tools (TeamViewer, join.me, etc.)• On-site visits were performed as scheduled maintenance (for larger clients), or for any client issues that could not be resolved remotely

San Jose, California, United States

• Served as global support engineer for SMB company end-users & channel partners, providing complete phone and remote-access support across all product lines (firewall/VPN gateways, Asterisk-based phone systems, and e-mail/messaging servers)• Stepped into role of internal support engineer for 40+ employees, plus managing assets and services at two datacenters• Assumed responsibility for managing the purchase, inventory, and issue of all IT assets to designated employees (primarily Apple laptops, Thunderbolt displays, and Grandstream VoIP phones)• Learned how to administer and configure existing Cisco Catalyst 4500 series L2/L3 core switch, lacking any documentation from previous IT admin• Assisted Human Resources with on-boarding/off-boarding of employees' user accounts, assets and IT orientation procedures• Created a centralized documentation repository detailing all aspects of internal systems and networks, including configurations, workflows, backups, procedures (including revision and background history, when possible)• Implemented and maintained IP-based security camera system, and maintained a Keri-based keycard door access control system• Worked to set up and deploy an cloud-based hosted e-mail & VoIP service for clients, and then on-board (migrate) the clients’ local server data to their new hosted virtual servers (VMware/ESX 5.5 platform, with hardware)• Learned, administered, and maintained numerous third-party apps and services, including Asterisk, SalesForce, eSupport (Kayako), KeePass, OrderlyStats, and a number of custom SQL databases

Campbell, California, United States

• Provided end-user and enterprise-level support (via phone/remote access software and on-site visits) for dozens of clients across multiple states, ranging from single to 100+ employee companies• Responsible for installation, deployment, and maintenance of all internal systems, from remote access/monitoring software (Kaseya, later N-Able) to ticketing (ConnectWise) to security key card system (Edge Solo)• Assumed a leadership role in training new-hires in support and documentation processes & procedures• Became main liaison with third-party vendors, including cloud e-mail providers (Intermedia, Microsoft) and virtualization vendors (VMware, Citrix, Microsoft) handling a wide range of support issues

Campbell, California, United States

• Provided end-user and enterprise-level telephone support for Barracuda's Web Filter & Web Filter Service product lines via SSH/remote console• Responsible for resolving and documenting customer issues (tracked via Salesforce.com) as well as recommending changes and improvements for future software upgrades

Milpitas, California, United States

• Functioned as ‘remote-hands’ technician, performing physical server installation and network configuration, providing ‘on-demand’ web, database, and storage servers per client requests• Became responsible for updating documentation regarding configuration procedures and step-by-step manuals for specific tasks• Analyzed existing workflows, then recommended/implemented changes to boost efficiency & reliability, particularly with respect to critical network & server documentation

Moffett Field, Ca

• Diagnosed & repaired all types of workstation problems on a diverse range of hardware configurations, including mobile enterprise systems (Treo, BlackBerry, and iPhone) for NASA Ames Research Center• Assisted with creation & deployment of highly-customized hard disk/OS images, network configurations, and VPN setups• Responsible for planning, deployment & support of 130+ student-use computers during a 3-month "International Space University" hosted at NASA Ames Research Center• Actively implemented & supported Federal government systems & infrastructure changes• Coordinated incoming trouble tickets via e-mail & telephone as well as walk-in users, then documented & dispatched tickets to a team of on-site technicians for resolution• Created, maintained, and tracked an on-site inventory database of spare parts and temporary-use computer systems• Maintained Apple & Dell service technician certifications, complying with all program requirements for on-site hardware diagnosis and parts replacement

Mountain View, California, United States

• Diagnosed & repaired workstation problems for all internal Google employees, with a strong preference for remote troubleshooting (where feasible) covering the entire Google Mountain View campus• Assisted with creation & deployment of highly-customized hard disk/OS images, network configurations, VPN setups, etc. across Windows, Macintosh, and Linux platforms• Documented existing repair procedures (and developed new ones) to reflect hardware changes• Conducted real-world testing of new and upcoming Google products

Pleasanton, California, United States

• Responsible for customer service and interaction at the retail consumer level at the Stoneridge Mall Apple Store Genius Bar• Conducted hardware diagnostics and repair/replacement of a very wide range of Apple products, including servers, desktops, laptops, peripherals, and all Mac OS X, iPod, iPad, and iPhone variants• Assisted customers with troubleshooting application and Mac OS system issues, including Mac OS upgrades, backups, and migration to newly-purchased Macintosh systems