Nicholas C. Burke Email & Phone Number

Providence, Rhode Island, Us

migrating existing windows 10 hardware to new windows 11 along with upgraded applications such as Epic hyperspace

Providence, Rhode Island, Us

• Performed Windows & ACSC /AS400 System Account unlocks, Utilized Bomgar & Change-gear for remote support & Call reporting• Worked as part of 2 site team providing 24x7 around the clock hardware, software & remote support for both Lincoln & Tiverton Casinos• Perform regular on call “overnight duties” every 8 days.

St Charles, Illinois, Us

Generally focused on first call resolution & Customer education..to encourage computer literacy.

Worcester, Massachusetts, Us

Imaging bench technician windows 10, Hp desktop & Laptops

North Providence, Ri, Us

Provide dedicated primary support for over 95 mobile computer workstations ( Wows) & Backup support for Rw 80+ population. informally serve as lead desktop tech on general desktop items on Hp, Lenovo & Dell Hardware. As well Meditech & Dragonspeak

Plano, Texas, Us

Served as lead Break-fix hardware/software tech, worked with 2 other techs providing full support to 24x7 manufacturing site, Including Level 1 Lexmark Printer support. Achieved several Best ever Site improvements in the following areas! ## A 30% reduction of legacy tickets Over 800 when I started, completely revitalization of their Lenovo Computer Warranty Service program, restoring over 50 laptops to service. ## Covid 19 Contact tracing Support Service manual for the aforementioned “Contact tracing system” I consistently got high marks for service quality for my Desktop support work.

Brisbane, Queensland, Au

EDL Energy, Johnston Ri, 40 & 75 shun Pike June 2021 – July 2021Provided interim Site Technical support to both Northeast Director of operations & General manager of operations as well as 20 general administrative & operational support staff within EDL's largest single renewable energy production site. Provided secondary remote support to both US & European, Australian sites. Provided call routing support for additional national and international locations. Improved local timely helpdesk support function as well as extended operational contractor training. Extensive use of TeamViewer, & RDP & SMC Helpdesk systems.

Returned to perform interim Sr Desktop Support Tech distribution center support while my former leader was out on sick leave.

New York, New York, Us

Tiffany’s /Kforce 09/2020 to 11/2020Deskside Support Tech/Fairhaven/ Cumberland Ri Production Facility – Provide daily interim Site Production & EUP Hardware upgrade program support for 500 employees/1000,000 square feet facility. Answering to both lead Tiffany lead tech as well as Insight Global management. Daily Windows Ad & SCCM Tasks as required. Regularly repair All Dell Laptops & Desktops. Hp & Canon Printers. Constant utilization of Microsoft Teams for collaborative work between both on site & off-site staff & colleagues. Contracted through Kforce/Insight -

Atlanta, Ga, Us

Working as a contract resource, provided primary "Access Point" & World Ship support for all External UPS Customers, as well as secondary internal operational support for 15 centers in 2 states. Participated in Level 3 infrastructure Switch Migration & Beacon Tracking install projects. Traveled over 30,000 miles within the RI, Mass UPS service locations during 2018-2020.

Plano, Texas, Us

Provided contract Windows 7-10..Hp/Dell Win7/10 desktop migration work for Project for Amgen, West Greenwich. Utilizing Service Now, SharePoint, Sccm, other tools..plan, schedule, migrate & deliver widows 7 Amgen staff. HP/Dell notebook & Tablet computers with Win 7/10. Participated in a Windows 7-10 Hp Desktop Legacy image build process.

Selected Pilot Onbase Administrator Intern ( Paid ) Completed all required Onbase 18 Administration CBT's & Labs

Middletown, Ri, Us

Provided primary Desktop & Backup Network administration services for 75 Corporate HQ 75 Users as well as national remote field techs & sales staff. Utilized sccm, Administerd both Executive, office & sales personnel. Lenovo/Thinkpad brand Computers, Ricco office Copiers & Hp Printers. Replaced supplies as needed, and administer all Soft and hard phones utilizing Cisco Ip 7900 series phones & Fuze administration software

Woonsocket, Ri, Us

Served as part of 24x7 365 help desk team, responsible for break-fix Support of 3 primary CVS business lines..utilize direct remote access. Performed all matter of Global IT support. Worked through 3 desktop systems administered 2 windows environments ( XP & Win 7 ) Provided service for both national and regional-based clients + international service partners. Overseeing 10 separate Windows Domains, plus multiple mainframes, & dedicated applications. Worked with over 150 System Types.

Us

Worked as part of Seasonal 300+ member Seasonal Enrollment Team, within a strict HIPPA secured environment. Completed over 75 enrollments & regularly receive 85% call quality scores. Provide Pr-sales + Post sales, Enrollment assistance plus HSRI website troubleshooting support.

New London, Ct, Us

Contracted through Mondo Staffing, Worked as transitional 6 member Global admin team, Managed daily phone, IM, & multiple email Coordinated all It help-desk requests for service, support and supplies of 65 acre campus, multiple buildings. Students, Faculty & staff ...* Managed with 8 member team 3 large Site Network/ Phone maintenance related outages.Utilized Spiceworks for network analytics* Global Windows & Mac Admin *Siemens High path VOIP Phone Administration * Team Viewer Remote Desktop Management * Office 2013 Cloud Administration* Dell, Xerox Work center, Hp Printer service management Through monitoring of 5 different sources , Coordinate daily inbound, walk in, and email generated service requests for 800-1200 Mitchell College students, faculty & Staff. Working as a Team of 8, provide remote access support, Windows Domain account management & access control to both hardwired & Cisco/Meraki managed "Mariner Net Mobile network.. with over 95 nodes. Macintosh, Windows 7, and Mobile devices.

Charlotte, Nc, Us

Routinely serviced 60- 80 inbound residential & small business banking and online banking service phone service requests. Regularly worked with both internal and external peers and updated internal ticketing and company intranet site. Achievements - Bank of America - 05/2011- Ranked in the top 30 of nearly 800 reps nationally. National Asset Team, 2010 reserved for top 2% of May -2009 : Received 1st of its kind Builder of the Business for enhanced training & performance system. December 2008 - Received Dare to be Great for ending December in top 5 on team and overall performance improvement. Completed 60-80 inbound calls daily for online banking ( PC & Mac) and account support

Johnston, Rhode Island, Us

Tek Systems Contracted to FM Global Insurance Help Desk Analyst Johnston, RI- Provided Windows password administration through active directory Initiated centralized reference documentation for 200 internal engineering & 30 licensed and reporting software applications Routinely managed both inbound and desk side technology service and support requests independently.

Springfield, Massachusetts, Us

Provided (18 hours weekly) Daily Technology service & support needs for regional Field Sales Office 25 to 50 total Sales and support staff. Including Cisco/Ayvia Phone & laptop and desktop computer support. Managed local Windows 2003 Server and copier support functions as well. Self started successful Site Wide Printer Reduction Project, saving office $9600.00 annually, enhancing Security. Initiated Successful home office re-organization of wiring and server closet, allowing for enhanced system performance. Regularly completed support for both Office based and Mobile sales support professionals with both internal and external voice-mail, PDA's, Blackberry and other technology devices. Including office A.V gear.

Atlanta, Ga, Us

Successfully promoted from Temporary contract role to Permanent employee. Provided inbound call Center rep troubleshooting inbound residential customer calls for Television, Internet, and Telephone Services. Designed and implemented original Help-desk Technician Survival Guide for Technical Customer Service Representatives. Successfully completed universal Tech service training 18 months faster than average. Recognized as Outstanding Technician for significantly reducing On-Site Service Calls through successful Troubleshooting. Completed 3 product technical training 18 months faster than average 3 year time cycle. Received Truck roll reduction and Customer Service 100% awards

Atlanta, Ga, Us

Provided dedicated High speed internet transitional support for their recently acquired high speed internet Service. Received numerous customer recognitions lead to a full time role beginning in 03.02

Associate Of Arts And Sciences - Aas, General Studies

Broadcast Communications