Nicholas Milton Email & Phone Number

Atlanta, Georgia, United States

Joint Base Andrews, Md

● Image, reimage, work-assist tech refresh for workstations, printer support, Software Installation(Adobe, Cisco, Microsoft Teams)● Work with HQ Software License manager to prevent unlicensed softwarefrom being used on the network.● Support workstation types that include: Desktops, laptops, tablets● Function as an equipment custodian, as required.● Work, coordinate, document, resolve and close trouble tickets andcoordinate activities with CSTs on the Base.● Perform as a Trusted Agent to include issuing software certificates tosupport organizational email and admin accounts.● Manage the Remedy queues supporting the local users.● Provide Tier 1 and 2 support to NIPR/SIPR Service.

Joint Base Andrews, Md

• Responsible for full life cycle deployment of Windows 10 in an enterprise environment.• Installs computers, upgrades machines, handles deployments, ghost's machines, and upgrades networks that are out of date.• Monitor, operate and maintain hardware, software, and networks for a computing platform• Configure, assemble and install laptops, microcomputers, workstations and/or peripheral equipment. Perform first line support for service interruptions such as printer routings, power outages, wiring problems, and malfunctioning servers and escalate unresolved problems to expedite resolution.• Upgrade, modify and replace hardware, software and network components.

Beltsville, Maryland, United States

Help provide systems availability and diagnostics from monitoringDomestic/Overseas Servers while reporting any issues with the systems. ● Perform Incident capture, verification, diagnostic and proper escalations. ● Perform Server Reboots, data and system restoration.● Conduct Level 1 designated first call resolution when issues arise. ● Timely notification of personnel call-outs ●Provide Facility Escort Services for DC Metro Area.• Assists in the risk assessment, quality, and scope management of deployment project plans.• Responsible for the racking and stacking of equipment within the Data Center.• Responsible for the operational inventory of all Data Center equipment in Aperture• Installs, maintains and troubleshoots all Data Center cabling and infrastructure.• Monitors and optimizes Data Center power utilization, HVAC utilization and related requirements.

Beltsville, Maryland, United States

● Answer Help Desk phones and provide Tier I support to users● Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)● Possess strong customer service and communications skills● Analyze, evaluate, and test software and hardware problems● Handle heavy call volume● Enter and update tickets in the contact management system● Supported a 24x7 fast paced/ high call volume data center● Supported the set-up and maintenance of end-user hardware and software.● Recorded incoming support requests utilizing the help-desk software and work to resolve or escalate reported issues.● Supported a 24x7 fast paced/ high call volume data center● Interacted with Network Services and Application Development Personnel to identify issues and correct core problems.● Ensured adherence to IT Security policies and immediately report any known incidents to IT Management.● Accessed Active Directory to view, edit and delete user’s accounts.

Certificate, Electronics

Education record