Nicholas N. Email and Phone Number

- Provided Tier II support through phone calls, emails, and tickets to NASA end users.- Handled escalated tickets that had been triaged by Tier I support for continued troubleshooting.- Supported Cisco AnyConnect VPN, Office365, User Account Control, and networked peripherals.- Provided support for Windows and MAC operating systems as well as Android and iPhone. - Monitored, tracked, updated, and maintained ownership of incidents to ensure a resolution within the SLA.- Escalated issues that cannot be resolved at the help desk.

- Coordinated with client network operations center support teams to resolve issues and update change reports. - Provided support and installed networking, desktop, server, and VoIP equipment.- Managed all on site installations, repair, maintenance, and test tasks. - Diagnosed errors or technical problems and determined the most direct solutions. - Comprehended customer requirements and made appropriate recommendations or briefings. - Provided service and customer support during field visits or dispatches to numerous job sites. - Produced timely and detailed service reports. - Built positive relationships with customers.- Emergency onsite dispatch.

Management of technology based equipment and supporting the individuals that use it. Areas of oversight include: - Computer hardware and software support,- Networking and security,- Inventory and assets management,- Procurement, project management, and vendor relations

- Resolved software, hardware, and network support requests via both remotely and in-person- Prioritized requests in line with Service Level Agreements (SLA)- Managed Active Directory and IT assets databases- Installed, configured, and supported desktops, laptops, tablets, and network switches- Provided staff training via web-conference, telephone, and in-person- Operations were performed within a NIST compliant capacity

- Investigated, documented, and resolved support requests for: Active Directory, Outlook, networking, virtual desktop, printer/fax machines, corporate cellular phones- Maintained and updated inventory of staff equipment: PCs, monitors, and peripherals - Performed workstation troubleshooting for all IT-staff computing equipment- Redesigned the procedure for daily manual backups of reports from contracted healthcare facilities- Operations were performed within a HIPPA compliant capacity

I was tasked with ensuring the IT requirements were being met for multiple clients between numerous industries. Industries I were involved with include: manufacturing, healthcare, education, church & non-profit, and retail. Each client presents unique challenges that I resolved on-site or remotely from our office located in Huntsville, Alabama. I hoped to always provide "approachable IT" giving clientele peace of mind that there is a friend behind the screen, willing to explain solutions in as little or great detail as requested.• Supported wired and wireless networking infrastructure, including many brands of printers, scanners, and NAS drives • Supported and maintained Mimosa SRS Backhauls • Installed Cisco, NETGEAR, and ADTRAN routers/switches and updated firmware and DHCP/IP configurations• Managed Microsoft AD (LDAP), Microsoft Exchange servers, and server roles and services• Installed and supported MSP, RMM, RDS, and anti-virus software suites (SolarWinds/N-able, AV Defender) on client workstations• Performed desktop backups, full-service workstation troubleshooting, new machine file transfers, and initial software installations (QuickBooks, FlexMed, DealerTrack DMS, Microsoft Office) • Provided troubleshooting and support for PBX systems and VoIP/SIP hardware including phones, PoE switches and injectors; routed, dressed, terminated, and toned Cat 5e/6 plenum and non-plenum cabling• Mounted APs, TVs, projectors, screens, server racks, ladders, and wire managers