Nickolas Robles Email & Phone Number

Solon, Ohio, United States

Strongsville, Ohio, United States

Lead Geeksquad department resource, providing scheduling, training, and resolutions for employee, client, and management related issues as well as owning the sales and customer service cycles in a retail service environment.• Train team of new hires on the fundamentals of troubleshooting at the counter, sales, and asset management in processing customer returns back to the sales floor.• Provide and teach empathy driven customer service with metric results in net positive feedback for our department.• Consistently meet turn time for bench quotas, setting clear expectations for our clients at check-in by leveraging an appointment system and taking thorough notes for diagnosing issues efficiently.

Remote

Hyland Software provides content services and enterprise information management solutions to organizations worldwide with multiple cloud hosted products that myself and many great people helped support, those products include OnBase, Alfresco, and Perceptive Content.• Vetted, implemented and maintained rules in load balancers for hosted network traffic.• Deployed E2E encryption to secure customer sites. • Practical understanding of network design considerations and traffic theory basics, routinely troubleshooting 405, 404, 403, and other networking errors related to our firewall, proxy, and load balancers.• Performed networking administration for 5,000 Windows and Linux servers throughout 17 data centers located in 8 countries.• Leveraged AWS Route 53 for managing external DNS records.• Managed internal DNS records via MMC snap-in console.• Extensive QA experience in reviewing and correcting network rule changes, Active Directory access, Github pulls, and general implementation plans for all of our teams cases.• Database management experience in deploying new code, running custom queries, provisioning compliant read/write access, or performing migrations and refreshes.• Trained new hires in company mentorship program, actively contributed to our mentor committee by refining legacy Confluence documentation, creating and editing training videos with Camtasia, hosting live troubleshooting sessions on Zoom and Teams, and providing constructive feedback for improving the onboarding process.• Consistently met strict SLA deadlines for projects, keeping interdepartmental parties informed every step of the way.• Learned, leveraged and taught VMWare vSphere for managing virtual machine infrastructure across 17 datacenters.

• Experience troubleshooting cloud-based IAM issues for hosted software and active directory end-user access.• Securely managed large Active Directory environments by provisioning access according to policy, validating all individuals and service life cycles are authenticated, authorized and routinely audited.• Managed identity lifecycles from creation to termination for human and machine identities, provisioning access to environments, systems and applications• Experienced with routinely and compliantly managing space for thousands of virtual machine drives, resizing datastores, or adding memory and processing cores for resource exhausted machines• 24/7x365 on-call alert response for resource exhausted machines and unresponsive customer sites.• Safely executed SQL queries and updates.• Securely installed and archived SSL/TLS certificates for hosted customers leveraging IDP and ADFS.• Created and validated monitors for services hosted on virtual machines with the products Dynatrace and HostMonitor.• Troubleshooting experience with the product OnBase in a hosted environment; worked daily with Tech Support on live calls for production facing issues.

Westlake, Ohio, United States

TRG is a global, privately owned managed services provider that manages the full lifecycle of every enterprise endpoint, such as barcode scanners or mobile printers. Myself and the warehouse team assisted in sourcing and fixing scanners and printers for customer orders.• Responsible for sourcing and fixing warehouse inventory of barcode scanners for sales team orders in a timely and accurate fashion.• Procured parts for repairs• Formatted legacy windows software for customer scanners and troubleshot if it ran into complications.

North Olmsted, Ohio, United States

As a Consultation Agent, I diagnosed and repaired customer issues by leveraging my technical abilities to make sales opportunities and create positive customer interactions in a retail service environment.• Provided technical support for a wide variety of clientele in a retail service environment.• Awarded for exceptional customer service in positive customer feedback surveys for the store.• Hard skills in patiently troubleshooting end-user issues with macOSX, Windows, Android, and iOS devices.• Met or exceeded sales expectations in a competitive retail sales environment.• Extensive hardware experience with building custom computers, owning the sales cycle of suggesting, sourcing and ordering the parts, as well as the technical by testing, installing, and setting up the components on delivery.• Customer service experience on compliantly processing transactions, returns, or exchanges in POS software.• Provided researched suggestions and advice on practically priced products.• Managed shipping customer products to repair centers in a timely fashion, keeping the customer informed on the status of their product every step of the way.• Triage experience from managing machines on the bench to diagnosing, consulting, and checking-in clients at the front.