Nathan Donovan Email & Phone Number

La Jolla

My duties as Technical Trainer include providing a 5 day onboarding training course called Netsapiens First Steps Training to our new clients, old clients new administrator, and new Netsapiens employees. Schedule quarterly hands on in person training for our customers. My duties also included presenting training sessions at our annual user group meeting on topics such as how to secure their platform, how to monitor their servers, and how to use 3rd party applications such as VoIPmonitor and Wireshark to troubleshoot issues. I also monitor ticket creation and closures to see where our customers and technicians need more training and will either create knowledge base articles or a training session based of the criteria of the topic. I also create or update existing documentation when new features are introduced or changed.

La Jolla

As a Senior Client Service Engineer I would install and help maintain customer servers so they did not have any issues providing their customers with cloud VoIP service on their platform. I would also assist other technicians understand how to use the Netsapiens platform, how the platform uses Linux to run on, and the best way to go about resolving issues. The help I offered new technicians and new customers was noticed and I was transitioned into the company Technical Trainer as well.

San Diego

Duties and Responsibilities:* Telecommunication support and troubleshooting issue customers PBX may have.* Answering the phone, logging issues into Sales Force ticketing system.* Resolves and/or escalates issues in a timely fashion.* Interacts with internal staff on all levels to help resolve IT-related issues and provides solutions in a timely manner.*Write documentation for new features and procedures.

San Diego

I started the contract as the PC Build Room Technician to help with the back logged workload that they had accumulated. The back logged workload was relieved quickly, and Cymer was so pleased that they extended the contract. I was promoted to a Service Technician 2 for the summer while they had an influx of interns. As a PC Build Technician, I received all new hardware, loaded it with the corporate image, and installed all additional programs each employee needed. As a Service Technician, my responsibilities were to assist any employee or intern with any computer issue. This ranged in broad spectrum of technical issues such as no network connectivity, repairing systems that had crashed, and issues with Office or Lotus Notes.

San Diego

While employed at Complex Drive, I was promoted from Level 1 to Level 2 Technician; upon Level 2 certification, I became the on-duty shift leader. I was entrusted with workstation root password for maintenance purposes, eBay ProStores administrative password, and monitoring administrative password. I was responsible for monitoring and updating client cases beyond the scope of Level 1 Technicians, and managing Level 1 NOC Technicians; also responsible for coordinating lunches, breaks, and shift changes during the day at a local data center.

Brooklyn, New York

Intelligent Computer Solutions also known as I.C.S. was an internet café/ computer repair shop with 2 locations. One located on Amsterdam Avenue, NY, NY and one on Coney Island Ave, in Brooklyn NY. I worked solely at the Brooklyn location as the only employee. I worked mostly alone however occasionally side by side with the owner. My responsibilities ranged from doing all repairs, cashier, and even keeping the appearance of the store up.

Manhattan

My duties at Transbeam as the sole night shift network engineer were not limited support of core routers and servers for telecommunications data and voice network business customers. Monitored major network nodes and on site customer equipment and circuits to provide proactive solutions to network troubles.Management and housekeeping of servers including DNS, IIS and Linux based Plesk Web Hosting and email platforms.

Springfield, Illinois Area

successfully created and operated a small business distributing new and vintage comic books. I coordinated inventory control, product ordering, customer transactions, employee communication, advertising, and location maintenance.

Springfield, Illinois Area

My job responsibilities at Computer Deli consisted of installation and sales of computers, computer parts, and accessories. I operated also as service technician repairing personal computers and servers. I provided comprehensive individual customer service with extensive experience supporting Windows 98, ME, XP, NT 2000, Linux Red Hat, OS, X and QNX.