Nicholas Kilmer Email & Phone Number

United States

Chambersburg, Pennsylvania, United States

• Deliver Tier 1 / Tier 2 support for high volume Information Technology/ InformationManagement service calls across Letterkenny Army Depot with 2k+ end users, utilizing ArmyEnterprise Service Managed Platform to effectively resolve software, hardware, and networkissues• Employ Microsoft System Center Configuration Manager to streamline computer, user, anddevice imaging• Develop and maintain technical documentation, FAQs, and user guides.• Deploy system images on devices such as workstations, laptops, and tablets.• Analyzed recurring issues and proposed solutions to proactively address future occurrences• Stay current with industry trends and best practices to analyze for continual enhancement

Martinsburg, West Virginia, United States

• Design and update course materials for undergraduate-level courses, ensuring content isrelevant to current with industry best practices• Create hands-on lab sessions on different topics such as troubleshooting, cybersecurity, andvarious network topology scenarios• Administered assessments to evaluate student proficiency in course material, utilizingfeedback to adapt teaching strategies and improve course content

Chambersburg, Pennsylvania, United States

• Integral member of cyber operations team providing all support functions to diverse networkencompassing over 150 cyber assets• Provided technical training on hardware, software, and network related assets for schooldistrict staff.• Created and evaluated plans to correct security deficiencies within the school district.• Managed advanced and complex support for desktops, laptops, printers, software applications,and network connectivity.• Coordinated and provided security awareness training for all staff.• Utilized Active Directory to provide support to users and install software• Provided written and verbal communication to staff and leadership on current issues andchallenges• Made use of Microsoft's System Center Configuration Manager for software and devicemanagement• Independently managed four buildings within the school district supporting all users andassets within the buildings.• Administered innovative technology solutions to elevate educational outcomes, leveragingdata analytics for personalized learning experiences.• Elevated operational efficiency by deploying software and offering troubleshooting support,including utilizing remote desktop assistance for device management optimization• Utilized IncidentIQ ticket management software to streamline resolution of IT issues andrequests• Establish and uphold operating standards and procedures for the school district informationassurance program.• Monitored assets on the network and locate compromised or outdated machines to be replacedusing SentinelOne endpoint security.

Hagerstown, Maryland, United States

• Enhanced customer satisfaction by 20% through account & incident management within theGlobal Sales Organization, applying problem-solving skills & patience for effective servicefulfillment• Served as senior trainer responsible for mentoring level one technicians in companyprocesses and procedures• Performed API integrations necessary for initiating new customer accounts and enablingaccount payment functionality• Supported existing customer base by troubleshooting account and payment processingincidents and by completing client service requests relating to web-based transactions

Martinsburg, West Virginia, United States

Bachelor'S Degree, Cybersecurity

Associate Of Arts And Sciences - Aas, Information Technology

Associate Of Arts And Sciences - Aas, Cybersecurity