Nicholas Decker Email & Phone Number

Mesa, AZ, US

Arizona, United States

• Identify and resolve 98% of server-related issues within an average of 15 minutes, exceeding company SLA targets and ensuring maximum uptime for clients.
• Ensure services and environment are stable and in good working order.
• Deliver comprehensive technical explanations to clients on server management best practices, reduce the need of support tickets related to basic technical issues.

Arizona, United States

• Troubleshoot hosting issues on Linux and Windows
• Handle development-based issues such as those with CMS' like WordPress and Joomla
• Provide customer support for a wide variety of technologies such as: DNS, WAFs, CDNs, Backup systems and etc.
• Resolved over 1000 customer issues per month, maintaining a high level of quality and accuracy with a 99.9% issue resolution rate.
• Collaborated with the product development team to provide customer feedback, resulting in the implementation of new features that increased customer satisfaction.

Arizona, United States

• Worked on a temporary team to assist the SkyVerge team with providing customer support in a SaaS environment.
• Troubleshooted and provided general support for over 100 WooCommerce extensions.
• Utilized ticketing system to efficiently resolve customer issues with an average resolution time of 24 hours, reducing the backlog of open tickets.
• Participated in training sessions for SkyVerge team members on troubleshooting techniques and software updates, resulting in a decrease of escalations to our engineering support team.

Arizona, United States

• Performed preventative maintenance on TEL's dry etch Tactras and Telius architectures.
• Collaborated with manufacturing engineers to develop and execute preventive maintenance plan for dry etch semiconductor equipment, resulting in a 30% decrease in unplanned downtime.
• Conducted emergency maintenance on dry etch equipment, diagnosing and resolving issues within an average of 5 hours, minimizing production interruptions and reducing lost revenue.
• Developed training program for maintenance technicians on best practices for maintaining dry etch semiconductor equipment, resulting in a 28% increase in successful chamber PM's, reducing repeat PM's.

Phoenix, Arizona, United States

• Directly corrected portions of incorrectly performed work on the pools systems.
• Conducted rigorous inspections of pool construction and systems, identifying and rectifying 10+ potential hazards to ensure safety compliance as well as system performance.
• Collaborated with the project management team to develop an approval process for system completion, reducing turnaround time.
• Successfully commissioned over 100 functional pool systems after conducting thorough checks on all components, ensuring optimal performance and saving clients money in the long term.

Phoenix, Arizona, United States

• Performed a wide variety of maintanence and client meetings for my families pool company.
• Managed a team of technicians to complete over 500 pool equipment installations and removals, resulting in increased in customer satisfaction ratings.
• Developed strategic partnerships with local pool suppliers to negotiate discounts on equipment purchases, resulting in a savings of $75,000 annually.

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Certificate, Computer Software Engineering, A

Learned to develop software for many different applications in Java

High School Diploma, General Studies

Activities and Societies: President of Programming Club, Lead Programming for Robotics Team / Club, and President of Chess Club