Nichcolas Mitchell Email & Phone Number

United States

As the Systems Support Sr, you are responsible for consulting with business leaders within their assigned operatingdivision to plan, design, install, configure and maintain technology solutions that support the local business needs. Servesas the sole local “go to” person for all technology needs and is available to key business leaders and users on a 24 hour/day 7 day/week basis to support mission-critical systems. Independently uses system analytical techniques and procedures, including consulting with users, to determine all aspects of system functional specifications. Provides tier-two level support for all of the technology that is deployed within their area of responsibility. Monitors and tunes systems to achieve optimum performance levels. Responsible for ensuring data integrity by evaluating, implementing, programming and/or managing appropriate software and hardware solutions. Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation. Administration and support of system security, including system access, virus management and security patch management Implementation of software upgrades, including firmware revisions, operating systems, production software upgrades and other enhancements as required. Responds to requests for technical assistance remaining on-call evenings and weekends for emergencies. Varied working hours may be required to accomplish technical solutions. Coordinates and conducts end user training sessions as needed. Works closely with IT, operations management and field staff to provide overall system support as required for proper system operation.Installation, configuration and deployment of desktop computers, laptop computers, printers, modems, phones and other computing and telecommunication devices at Company’s corporate office and remote operations centers.Installation and configuration of operating system and application software, upgrades and patches.

Bessemer, Alabama

As the systems engineer I provide the technical skills to implement technical strategies, evaluate products in order to provide a superior level of technical support that benefit the company. My responsibilities included but were not limited to the managing and monitoring of all installed systems and infrastructure hosted inside of our vSphere hosted server environment. Installing, configuring, testing and maintaining operating systems, application software and system management tools. Maintain security, backup, and redundancy strategies. Write and maintain custom scripts to increase system efficiency and lower the human intervention time. Oversee and improve the monthly deployment of critical systems patching. Oversee Problem management process in order to support root cause analysis and problem remediation, coordinating with various teams depending on the underlying issue. As a Helpdesk/NOC Manager my responsibility was to oversee timely delivery of technical support service to clients, whether they are internal clients working for our company or external clients who have contracted technical support service. My responsibilities included but were not limited to the performance management of the Level 1 and Level 2 services & support to clients, in effort to meet defined metrics, standards and processes. Manages and coordinates urgent and complicated support issues of a 24/7/365 operation. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Creation of training material for support staff. Document and implement improvements in processes, and provides regular reports and metrics to senior leadership

2010 Brookwood Medical Center Adr.

Daily responsibilities included but not limited to providing telephone/remote and on-site troubleshooting, training and tech support to end users. Performing software installs and updates, via Windows Active Directory ad Kace Appliance. Maintaining accurate SharePoint and, standard operating procedure (SOPs) documentation. Set up and configure PCs, printers, peripherals and networking equipment for internal as well as external locations. Assist with network and server administrative task and network deployment projects. Assist peers in the troubleshooting of sometimes complex technical issues providing peer to peer cross training while, identifying and communicating potentially complex repair situations to leadership. Lead on implementation of specialized PC hardware and software in a windows based operating system environment. Lead on image creation and deployment.

Lincoln, Alabama

Daily responsibilities included but not limited to Active Directory and Lotus Notes account creation, troubleshooting and administration. Performed Time-critical troubleshooting and PC replacement to prevent production manufacturing downtime. Password resets, Windows troubleshooting, Misc. manufacturing specific applications installation/troubleshooting. Basic Telephone, network cabling and wiring troubleshooting as well as phone and voicemail configuration through Cisco Call Manager and Unity. Sprint / Nextel radio troubleshooting and replacement. Blackberry server administrator responsible for setup and activation of Blackberry devices on local BES server. Trainer to new Helpdesk associates.

Birmingham, Alabama

As a Helpdesk Support Specialist I provided first-level contact and problem resolution for all users with hardware, software and applications problems for BBVA Compass Bank. Resolved as many user-reported problems as expertise permitted, by using available tools and following procedures and policies for the handling of support cases. Performed tasks by using advanced troubleshooting skills to courteously obtain and convey concise problem information for external and internal service personnel. With use of the Remedy problem management database system, maintained an accurate and timely log of the case issue and resolution thereof.

Birmingham, Alabama

As a Desktop Support Specialist provided end user desk side support (Hardware/Software & Training) on Windows XP. I provided diagnoses and repair for PC hardware & software malfunctions. PC peripheral support (PDA's, Air cards, etc...) Installed and tested hardware to make sure it is working and identify system hardware problems. Cases tracked and monitored within the Clarify database queue and work the calls in accordance with the Service Level Agreement. Provide training and support to traveling clients specifically VPN/dial-in training and support.

Vance, Alabama

As a Desktop Support Specialist provided desk-side break fix support and preventative maintenance in a large enterprise Windows/Novell network. Responsible for troubleshooting, and restoring network connectivity for e-mail, fileservers, printers, desktop workstations, laptops, and other IT infrastructure components. Cognizant of a specific region's network and subsystems to include: configuration, bridges, routers, LAN switches, and other network components. Provided limited system training, experience supporting and maintaining a mixed Novell and Windows networks.

Birmingham, Alabama

As the Lead Field Support Specialist, responsibilities included: desktop deployment, network design, network installation, network configuration, end-user training, end-user support, emergency response coordination, and on call duties. Secondary duties included the following: Field Account Management, and End User Support. As a Field Account Manager, monitored the performance and coordinated the activities of the customer service representatives to ensure the highest levels of customer satisfaction. As a Field Account Manager, required to constantly monitor various parameters that are indicators of good performance and customer satisfaction.

Montgomery, Alabama

As IT Helpdesk Specialist and Helpdesk Coordinator, responsibilities included: helpdesk/and network support, and customer satisfaction in an Enterprise-wide network. Directed activities of fellow team members in the helpdesk/and network department, received, logged, monitored and processed trouble tickets within call center database then routed reviewed trouble tickets to proper departments for positive call closures, executed advanced troubleshooting and emergency recovery for operating system, standard applications, and proprietary applications, as well as network connectivity troubleshooting and repair. Basic troubleshooting includes resolving calls related to user accounts, full range of MS Office Suite Applications. Performed network and desktop based detection of viruses to counter eliminate or control. Provide limited one-on-one desk-side training for end-user requiring assistance on standard software applications and/or IT equipment provided advanced technical support for all dial in or remote access systems, ensured technical safeguards were maintained to provide controlled use access, integrity of e-mail, applications, and user data, wrote standard operating procedures (SOPs)and maintained content of current documentation for helpdesk and network, participated in the development and testing of plans to continue information systems functions in the event of a disaster that interrupts normal helpdesk and network operations, participated in development and periodic testing of security processes as related to the helpdesk and network.

Long Beach, California

Investigated and resolved computer software and hardware problems for Toyota Motor Sales employees using Windows 98, NT, 2000 through use of hands on, technical support, trouble shooting of received telephone calls from employees experiencing problems accessing computer software and hardware or inquiring directives for using specific software, (statistical, graphics, data base, printing, word processing, programming languages, electronic mail, and operating systems). Called software and hardware vendors to request service regarding defective products. Read trade magazines and attended computer trade shows to obtain current information about desktop and laptop computers, software, and peripheral equipment, following procedures and using hand tools. Used remote desktop agent to fix computer problems of employees over a Wide Area Network, creating domain user accounts. Configured email accounts.