Nathan Mastrocovo Email & Phone Number

Sacramento, California Area

• Designed and implemented a comprehensive training curriculum for customer support representatives, covering product knowledge, troubleshooting techniques, and customer service skills.• Conducted regular training sessions to onboard new hires and ensure consistent knowledge transfer within the team.• Developed and maintained training materials, including presentations, manuals, and online resources for ongoing reference and self-paced learning.• Utilized learning management systems to track employee progress, assess training effectiveness, and identify areas for improvement.• Collaborated with cross-functional teams to identify training needs based on customer feedback, product updates, and emerging support trends.• Led a team of trainers and coordinators, providing guidance, feedback, and professional development opportunities.• Implemented performance improvement plans for underperforming team members and monitored their progress.• Conducted regular assessments and evaluations to measure the effectiveness of training programs and identify opportunities for enhancement.• Stayed abreast of industry trends and best practices in customer support training to continuously improve the training program.• Liaised with product managers and developers to ensure training materials align with product features and updates.• Participated in the selection and onboarding process of new customer support representatives, including conducting interviews and assessing candidates' skills.• Represented the customer support department in meetings and discussions related to process improvement, product enhancements, and customer satisfaction initiatives.

Sacramento, California Area

• Provided comprehensive software support via inbound emails, live chats, community posts, and phone calls to address user inquiries and requirements.• Assisted real estate agents and brokers in resolving software-related queries and concerns, ensuring their satisfaction and optimal product utilization.• Exhibited prompt, professional, and personable responses to support tickets, fostering positive customer experiences.• Cultivated and nurtured client relationships, consistently delivering exceptional service and maintaining a strong rapport.• Conducted rigorous testing of both new and existing website features, promptly reporting any identified major or minor issues.• Delivered outstanding customer service through various channels, including chat, phone calls, and emails.• Demonstrated exceptional multitasking abilities by efficiently managing up to four chats and a phone call simultaneously.

Mountain View, California

• Provided daily tier one support to end users, ensuring prompt ticket generation and resolution• Efficiently organized and prioritized support tickets, meeting deadlines consistently• Applied regular OS patches and upgrades to enhance system performance and security• Maintained operational procedures and configurations for smooth network functionality• Conducted performance tuning, hardware upgrades, and resource optimization as necessary• Configured CPU, memory, and disk partitions to meet specific requirements• Troubleshot network hardware, software applications, telephones, and security systems to resolve operational issues and restore services• Successfully completed assignments assigned by Senior Network Engineers and the Director within specified timelines• Conducted daily routine checks on servers and services to ensure smooth operations• Assumed on-call role to provide 24/7 end-user support as needed• Assisted Senior Network Engineers and the Director in designing and testing system architecture and software packages

Morgan Hill, Ca

• Provided technical support to end users both on site and remotely via email, phone, and remote connection• Conducted PC repairs, including hard drive cloning and replacement, CPU installations, PCI card installations, and RAM replacements• Set up and configured PCs, laptops, tablets, scanners, printers, and phones for new and existing users• Rebuilt and re-imaged Windows machines while transferring user profiles and data• Assisted in the planning and installation of on-site networks, including antenna setup• Configured and maintained UPS backup systems• Possessed knowledge of setting up WAN and LAN networks• Remotely troubleshooted local and networked printers, including multi-functional copiers• Resolved virus and malware issues using various programs• Troubleshooted computer and mobile platforms such as MacOS, Windows, Android, and iOS• Experienced with Windows XP/Vista/7/8/10 and Windows 2012 R2 Server• Maintained detailed documentation of all repairs in time sheets

Los Gatos, Ca

• Provided legendary customer service to all customers by prioritizing their needs and establishing a strong customer connection.• Responded promptly to customer needs and concerns.• Ensured adherence to cash management policies and supervised the team to maintain proper cash handling practices.• Certified Barista Trainer: Mentored new employees by offering positive reinforcement, respectful feedback, and coaching to enhance their performance.• Demonstrated a positive and composed demeanor during high-volume, stressful, and unusual situations to uphold store standards.• Consistently delivered high-quality beverages, whole bean products, and food items by strictly adhering to recipe and presentation standards.

Los Gatos, Ca

• Adhered to Starbucks operational policies and procedures, ensuring the safety of all partners by following cash handling, safety, and security protocols during each shift• Created and maintained a clean and organized workspace, facilitating easy access to resources and products for partners• Proactively assessed customer and store needs by keenly observing the environment and customers, effectively communicating relevant information to the manager to foster a welcoming Third Place atmosphere during each shift• Ensured consistent delivery of high-quality beverages, whole bean products, and food items by strictly adhering to recipe and presentation standards

Computer Network Technology, Computer Systems Networking And Telecommunications

Specific preparations Network management Network design Equipment and network sales

Comptia A+ Certification

Fundamentals of computer technology Installation and configuration of PCs, laptops and related hardware Work with CPUs, RAM, BIOS.

Education record