Nicholas Dalton Email & Phone Number

Transitioned into roll as a first in line technician to help support over 700 users in the Boston officeMonitored Remedy (Ticket tracking system) for new/incoming trouble issuesInterfaced with customers to schedule times for them to bring their machine into the office for us to take a look at the issues they are having, if things couldn't be solved over the phoneOpened/Worked/Closed approximately 80 trouble tickets a month on averageManaged Boston's replacement PC program. Ensured scheduled replacements are completed on time. Ensured documentation in Value Web, Remedy and the Registration Website were up to date and accurate. Monitored and maintained appropriate pc inventory for replacement sessionsDealt with hardware and software issues pertaining to a number of different models of laptops that were company ownedVolunteered for every special event project support that came through the Boston areaTook on the role of Asset Management Coordinator Backup for the Boston office, which entailed doing weekly and monthly tasks to assure proper assignment of our assets and that nothing has been lost since the previous checkTransferred to the Atlanta branch in June of 2008Joined a larger tech team which in turn supports a much larger client base, approximately 2200 users are assigned to the Atlanta officePerformed backups for users data to ensure proper safety measures have been taken in the case of a hardware or software malfunctionCreated/Tested/Implemented a self-backup station for customers, to save them money and time without their machines

Transitioned into roll as a first in line technician to help support over 700 users in the Boston officeMonitored Remedy (Ticket tracking system) for new/incoming trouble issuesInterfaced with customers to schedule times for them to bring their machine into the office for us to take a look at the issues they are having, if things couldn't be solved over the phoneOpened/Worked/Closed approximately 80 trouble tickets a month on averageManaged Boston's replacement PC program. Ensured scheduled replacements are completed on time. Ensured documentation in Value Web, Remedy and the Registration Website were up to date and accurate. Monitored and maintained appropriate pc inventory for replacement sessionsDealt with hardware and software issues pertaining to a number of different models of laptops that were company ownedVolunteered for every special event project support that came through the Boston areaTook on the role of Asset Management Coordinator Backup for the Boston office, which entailed doing weekly and monthly tasks to assure proper assignment of our assets and that nothing has been lost since the previous checkTransferred to the Atlanta branch in June of 2008Joined a larger tech team which in turn supports a much larger client base, approximately 2200 users are assigned to the Atlanta officePerformed backups for users data to ensure proper safety measures have been taken in the case of a hardware or software malfunctionCreated/Tested/Implemented a self-backup station for customers, to save them money and time without their machines

Began as a LAN customer service rep while obtaining on the job training, so I would better be able to support approximately 45,000 users on the network at Robins Air Force Base. Was placed in the Layer 2 shop to work along side the Contracted Network Engineers, dealing with the layout of all the managed equipmentSpecific duties consisted of troubleshooting issues with Cisco and Enterasys equipment. Assisted users who had problems connecting to the network. Worked with other end users throughout the armed forces across the world to solve major long haul issuesWorked on many WAN issues with associates throughout the countryAssisted network engineers on various projects involving ISDN, ATM, and frame solutionsDeployed to Kuwait for 4 months to assist in the expansion and maintenance of the quickly growing LAN in our Area Of Responsibility Installed, configured, and monitored local and wide area networks, hardware, and software.

Began as a LAN customer service rep while obtaining on the job training, so I would better be able to support approximately 45,000 users on the network at Robins Air Force Base. Was placed in the Layer 2 shop to work along side the Contracted Network Engineers, dealing with the layout of all the managed equipmentSpecific duties consisted of troubleshooting issues with Cisco and Enterasys equipment. Assisted users who had problems connecting to the network. Worked with other end users throughout the armed forces across the world to solve major long haul issuesWorked on many WAN issues with associates throughout the countryAssisted network engineers on various projects involving ISDN, ATM, and frame solutionsDeployed to Kuwait for 4 months to assist in the expansion and maintenance of the quickly growing LAN in our Area Of Responsibility Installed, configured, and monitored local and wide area networks, hardware, and software.

Ba, Computer Science In Networking

Education record

Education record

Education record

Education record