Natalie McCormick
Technical Support Engineer
Milford,NH
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Technician 5, Service Assurance
COMCAST
Manchester, NH
12.2024 - 12.2025
- Provided specialized technical support for fiber and coaxial connections, focusing on optimizing signal integrity and bandwidth utilization to ensure maximum network performance and reliability.
- Diagnosed and troubleshot complex issues, such as latency and jitter in data transmission, upholding high service quality, and minimizing downtime.
- Escalated complex connectivity issues to engineers and technicians, utilizing detailed network logs and metrics for swift resolution and reduced downtime.
- Supported PRI and SIP trunking services, ensuring operational continuity and executing porting procedures from legacy carriers.
- Configured routers and switches for seamless user modifications and device replacements.
- Adjusted backend services for deployment of replacement phones.
- Provided training and support to new employees on troubleshooting methodologies and advanced voice integrations, enhancing their readiness and technical competence.
- Promoted self-sufficiency among team members through hands-on workshops and documentation, reducing volume of service calls and empowering colleagues to enhance technical problem-solving skills, contributing to more knowledgeable and proficient team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Technician 4, Premier SB & Enterprise
COMCAST
Manchester
11.2023 - 12.2024
- Executed advanced diagnostic troubleshooting protocols to resolve intricate voice, video, and data service issues for clients via telephonic and electronic communication channels.
- Provided Wide Area Network (WAN) infrastructure support for commercial-grade routers, ensuring seamless connectivity and enhanced performance for distributed networking environments.
- Configured and optimized routing protocols, diagnosed and rectified connectivity anomalies, and implemented security measures to safeguard data transmission across extended distances.
- Provided professional assistance to internal and external customers on billing inquiries, including payment research, refund processing, promotional fulfillment verification, handling returned checks, and managing Electronic Funds Transfer (EFT) requests and tax exemption for 501(c)(3) organizations.
- Managed multi-site clients, delivering customized reporting solutions based on operational requirements.
- Addressed executive-level escalations, division-specific complaints, and issues pertaining to large customer accounts, ensuring timely delivery of accurate updates to all relevant stakeholders.
CAE 4, Commercial Technical Support
COMCAST
Manchester
04.2022 - 11.2023
- Performed complex diagnostic troubleshooting to resolve voice, video, and data service issues for clients via chat support, enhancing client satisfaction.
- Administered WAN networking support for commercial routers.
- Fulfilled client requests to modify Comcast Business Class Services, including voice, video, and data products, ensuring timely service delivery.
- Managed multiple software systems, including billing software, to efficiently diagnose and resolve technical issues, streamlining support processes.
- Tested Mercury software upgrades, providing interaction errors and bugs to development.
CAE 3, Commercial Technical Support T1
COMCAST
Manchester
10.2020 - 04.2022
- Performed complex diagnostic troubleshooting to resolve voice, video, and data service issues.
- Processed client requests for changes to Comcast Business Class Services, enhancing customer experience with voice, video, and data products.
- Leveraged various software applications to manage customer account information and diagnose and resolve technical difficulties.
- Identified and recommended process improvements to leadership, contributing to operational efficiency.
- Tested Mercury software upgrades, documenting interaction errors and bugs to support development team's troubleshooting efforts.
Technical Specialist
Northeast Delta Dental
Concord
10.2010 - 08.2011
- Proposed and led KACE project for streamlined hardware and software management, enhancing overall system efficiency.
- Supported in-house software applications, systems, and 3rd-party software across departments using UNIX, PC LAN, and personal computers, improving accessibility and performance.
- Resolved user issues with PCs and printers, ensuring timely access to technology.
- Installed and configured approved software on workstations and verified proper operation.
- Imaged PCs and verified machines ready for user.
Technical Support Engineer
Prevatek Development
Andover
12.2009 - 08.2010
- Functioned as project lead for KIOSK installations, data migrations, upgrades, and Smart Client implementations.
- Assisted in implementation of Jail KIOSKS and cloud computing technologies (Smart Client), enhancing service delivery.
- Collaborated with software engineers on quality assurance and software testing, facilitating upgrades and developing workaround procedures.
- Managed Canteen Manager Application on Windows Server 2000/2003/2008, ensuring operational stability through extensive troubleshooting.
- Ran financial reports using SQL scripts in SQL Server 2005/2008.
Technical Analyst
Aramark
Reading
02.2007 - 12.2009
- Delivered software support for ARAMARK POS applications: ScanPlus, VEROS, SPQuantum, and MICROS, resolving issues to maintain operational efficiency.
- Supported network operations for POS servers, external device servers, and relay transaction servers, contributing to system reliability and uptime.
- Supported SCO OpenServer 6 (UNIX), Windows 2000/2003 Server, and XP environments by troubleshooting technical issues.
- Provided hardware support for IBM xSeries and HP Proliant servers.
- Managed projects to enhance customer service and support, ensuring timely delivery and successful implementation of new processes.
Education
Associate of Science - Information Technology and Networking
DeVry University
Chicago, IL05-2026
Cloud Computing Undergraduate Certificate -
DeVry University
Chicago, IL10-2025
Skills
- Network administration
- Cloud Computing
- AWS
- Microsoft Azure
- Azure proficiency
- Windows Server
- Active Directory
- SQL
- Cisco Routers
- Network configuration
- Cloud networking
- Software-defined networking
- Firewall management
- Network monitoring
- Unix
- Linux
- POS Network Configuration
- Systems configuration
- Troubleshooting
- Troubleshooting skills
- Technical analysis
- Wireless networking
- Hardware configurations
- Hardware configurations
Certification
Cloud Computing Undergraduate Certificate, DeVry University, 10/25, 4.0
Accomplishments
Excel Award, Q2 2022
Timeline
Technician 5, Service Assurance
COMCAST
12.2024 - 12.2025
Technician 4, Premier SB & Enterprise
COMCAST
11.2023 - 12.2024
CAE 4, Commercial Technical Support
COMCAST
04.2022 - 11.2023
CAE 3, Commercial Technical Support T1
COMCAST
10.2020 - 04.2022
Technical Specialist
Northeast Delta Dental
10.2010 - 08.2011
Technical Support Engineer
Prevatek Development
12.2009 - 08.2010
Technical Analyst
Aramark
02.2007 - 12.2009
Associate of Science - Information Technology and Networking
DeVry University
Cloud Computing Undergraduate Certificate -
DeVry University