Alexander Nicholos
Raleigh,NC
Summary
Dynamic and results-driven IT Professional with over 8 years of experience seeking to transition into IT Sales. Proven expertise in managing complex IT projects, delivering innovative solutions, and enhancing operational efficiency. Deep understanding of IT infrastructures, software solutions, and emerging technologies. Skilled at identifying client needs, translating technical jargon into business value, and building strong client relationships. Exceptional problem-solver with excellent communication skills and a strategic mindset to achieve sales targets and exceed client expectations.
Overview
7
7
years of professional experience
Work History
IT Analyst / Programmer 2
Poole College of Management, North Carolina State University
11.2022 - Current
- Utilized ServiceNow to meticulously track and resolve issues, ensuring swift resolutions and client satisfaction
- Slashed new computer deployment turnaround time from 1-2 weeks to 1-2 days, amplifying operational agility
- Provided comprehensive customer support via various channels, including remote assistance, phone, in-person consultations, and live chat
- Strategically managed Mac and Windows devices utilizing Jamf and SCCM, aligning with cybersecurity protocols for enhanced client security
- Delivered Tier 3 and 4 technical support, resolving complex issues and fortifying the IT Service Desk's operational efficiency
- Spearheaded cloud printing solutions, enhancing accessibility and efficiency.
Integrations and Solutions Professional 1
Office of Information Technology, North Carolina State University
09.2021 - 10.2022
- Documented and addressed issues promptly through the ServiceNow Ticketing system, ensuring adherence to service level agreements (SLAs)
- Exemplified unparalleled customer service, consistently meeting or exceeding SLA guidelines and fostering positive client relationships
- Collaborated closely with departmental stakeholders, providing proactive support, knowledge sharing, and guidance on technology upgrades and maintenance schedules.
Client Support Technician
Information Technology Services, University of North Carolina at Asheville
01.2018 - 08.2021
- Provided comprehensive technical support to a diverse clientele of approximately 1000 employees, maintaining a stellar 98% customer satisfaction rating
- Leveraged tools like Software Center and SCCM for efficient application deployment and updates, enhancing operational efficiency
- Played a pivotal role in the annual replacement of 25% of campus computers as part of the leasing refresh program, optimizing technology infrastructure.
Education
Bachelor of Science in Political Science -
Appalachian State University
05.2016
Skills
- Collaborative/Team Builder
- Incident Management
- Strong Interpersonal Skills
- Well Developed Communication Skills
- Technical Support
- Customer Service
- Task Oriented
- Critical Thinking
- Problem Solver
- Fast Learner
Timeline
IT Analyst / Programmer 2
Poole College of Management, North Carolina State University
11.2022 - Current
Integrations and Solutions Professional 1
Office of Information Technology, North Carolina State University
09.2021 - 10.2022
Client Support Technician
Information Technology Services, University of North Carolina at Asheville
01.2018 - 08.2021
Bachelor of Science in Political Science -
Appalachian State University
Similar Profiles
Julia WaterousJulia Waterous
Anesthesia Assistant at North Carolina State University College of Veterinary MedicineAnesthesia Assistant at North Carolina State University College of Veterinary Medicine
Olivia StroudOlivia Stroud
Student at North Carolina State UniversityStudent at North Carolina State University
ELANA T. JOYNERELANA T. JOYNER
Temporary Administrative Support to Director of IT at North Carolina Agricultural and Technical State UniversityTemporary Administrative Support to Director of IT at North Carolina Agricultural and Technical State University