Justin Nasoff
Summary
Experienced IT professional with a strong background in customer success support, network operations, and IT engineering. Skilled in troubleshooting and resolving technical issues across government and corporate infrastructures, ensuring SLA compliance, and optimizing IT systems for efficiency. Proficient in incident resolution, virtualization, cybersecurity, and remote desktop solutions. Adept at collaborating with cross-functional teams, managing cloud backup solutions, and developing technical documentation to enhance processes. Passionate about problem-solving, customer satisfaction, and continuous learning in the ever-evolving tech landscape. CompTIA A+ certified, with Security+ in progress.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer success support
T-Metrics Solutions
05.2024 - 12.2024
- Read debugs within government infrastructure to trace out problem areas in calls
- Worked with teammates closely to resolve issues
- Worked with different telephony programs to meet SLA requirements
- Utilized SQL database to determine certain POC's and determine permissions
NOC engineer
Biz Technology Solutions
01.2024 - 04.2024
- Ensured Service Level Agreement (SLA) compliance by prioritizing and resolving tickets within ConnectWise based on severity, minimizing downtime, and maximizing user satisfaction
- Leveraged Remote Desktop Protocol (RDP) for efficient remote troubleshooting and problem resolution, improving first-call resolution rates
- Championed cloud backup implementation as a Subject Matter Expert (SME) for Axcient360
- Oversaw the successful deployment, documented procedures, ensured adherence to backup schedules, and maintained both server and Office 365 backups for reliable disaster recovery
- Facilitated collaboration by acting as a liaison between NOC engineers, system administrators, and points of contact (POCs) to achieve mutually beneficial outcomes and streamline network operations
- Maintained positive working relationships across multiple organizations, fostering effective communication and collaboration
- Contributed to knowledge transfer and process improvement by developing Standard Operating Procedures (SOPs) for key tasks, providing clear instructions for handling various scenarios, and enhancing team efficiency
IT Engineer
MedicusIT (Formerly Computer Pros)
01.2022 - 12.2023
- Implemented and maintained a virtualized environment using VMware, resulting in improved resource utilization and reduced hardware costs
- Designed and implemented a disaster recovery plan, including offsite backup and replication, to ensure business continuity in the event of a disaster
- Leveraged technical expertise to provide end-users with comprehensive support for a wide range of issues, from hardware and software problems to network connectivity and security incidents
- Reviewed and evaluated new technologies and solutions to improve the organization's IT infrastructure and processes
- Utilized Manage Engine and multiple ticketing environments
IT Applications & Sales Manager
National Installation Services
01.2018 - 01.2022
- Troubleshooted and repaired software/hardware issues to minimize downtime for the owner
- Oversaw access point placements during client installations
- Conducted payroll while also managing quotes and purchase orders through QuickBooks
IT Support Engineer
Lowes Corporate
06.2017 - 12.2017
- Provided technical support and troubleshooting for end-users, including hardware and software issues, network connectivity, and security incidents
- Managed and maintained the organization's network infrastructure, including routers, switches, and firewalls, to ensure optimal performance and security
- Installed, configured, and maintained desktops, laptops, and printers for end-users
- Developed and maintained technical documentation, including user guides and IT policies and procedures
Education
Bachelor of Science - Psychology
UNCC
Charlotte, NC01.2017
Skills
- Virtualization (VMware, Hypervisor)
- Cybersecurity (IDS, Firewalls, VPN, Antivirus)
- SQL
- ConnectWise
- N-able / N-central RMM
- Mobile device expertise
- IOS / Android Troubleshooting / repair
- Adaptability
- Problem Resolution
- Technical Documentation
- Project Management
- Attention to Detail
- Critical Thinking
- Customer Service
- Teamwork
Certification
- CompTIA A+
- Security + (In Progress)
Timeline
Customer success support
T-Metrics Solutions
05.2024 - 12.2024
NOC engineer
Biz Technology Solutions
01.2024 - 04.2024
IT Engineer
MedicusIT (Formerly Computer Pros)
01.2022 - 12.2023
IT Applications & Sales Manager
National Installation Services
01.2018 - 01.2022
IT Support Engineer
Lowes Corporate
06.2017 - 12.2017
Bachelor of Science - Psychology
UNCC
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