Emory Nicholson
College Station ,Texas
Summary
Experienced with diagnosing and resolving hardware and software issues to maintain optimal system performance. Utilizes in-depth knowledge of technical support protocols to ensure efficient problem resolution and user satisfaction. Track record of fostering positive user interactions and maintaining robust operational systems through effective troubleshooting and communication skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
HCSS
04.2024 - Current
- Trained employees on cybersecurity best practices, increasing data protection awareness.
- Identified root causes of recurring problems, reducing downtime and support ticket volume.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Undertook technical maintenance of various database systems.
- Analyzed massive quantities of deep-dive information for Big Data projects.
Customer Service Representative
Summit Racing Equipment
09.2023 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Kitchen Manager
North Lake Grill
06.2020 - 08.2022
- Conducted regular inventory audits for optimized stock levels.
- Promoted open communication, resulting in reduced conflict among staff.
- Collaborated with chefs to create innovative dishes for diverse clientele.
- Analyzed usage patterns to improve purchasing decisions.
- Checked and tested foods to verify quality and temperature.
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
Education
Certification - Cyber Security
Rice University
Houston, TX03-2024
High School Diploma -
Montgomery High School
Montgomery, TX05-2021
Skills
- Remote technical support
- Data analysis
- Hardware configuration
- Software installation
- System diagnostics
- Application support
- ITIL framework
- Operating systems
- TCP/IP
- Software diagnosis
- System administration
- Issue escalation
Certification
- CompTIA Certification- Security +
Timeline
Technical Support Analyst
HCSS
04.2024 - Current
Customer Service Representative
Summit Racing Equipment
09.2023 - 04.2024
Kitchen Manager
North Lake Grill
06.2020 - 08.2022
Certification - Cyber Security
Rice University
High School Diploma -
Montgomery High School
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