Natalie McCormick
Technical Engineer
Milford,New Hampshire
Summary
Detail-oriented Technician specializing in troubleshooting, maintenance, and repair of diverse systems. Strong analytical and problem-solving skills drive effective diagnosis of complex issues. Enhanced system performance and reliability through preventative measures and timely repairs, consistently delivering high standards of service under pressure.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technician 5, Strategic
COMCAST
Manchester, New Hampshire
01.2024 - 01.2025
- 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.
Technician 4, Premier SB & Enterprise
COMCAST
Manchester, New Hampshire
01.2023 - 01.2024
- 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, New Hampshire
01.2022 - 01.2023
- 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, New Hampshire
01.2020 - 01.2022
- 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, New Hampshire
01.2010 - 01.2011
- 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, Massachusetts
01.2009 - 01.2010
- 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, Massachusetts
01.2007 - 01.2009
- 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
05.2026
Cloud Computing Undergraduate Certificate - undefined
DeVry University
10.2025
Skills
- Cloud Computing
- AWS
- Microsoft Azure
- Azure proficiency
- Windows Server
- Active Directory
- SQL
- Cisco Routers
- Network configuration
- Cloud networking
- Software-defined networking
- Network monitoring
- Network administration
- Wireless networking
- Firewall management
- Unix
- Linux
- POS Network Configuration
- Systems configuration
- Hardware configurations
- Troubleshooting
- Technical analysis
Certification
Cloud Computing Undergraduate Certificate, DeVry University, 2025-10-01
Accomplishments
Excel Award, 2022-04-01
Languages
German
Elementary
Spanish
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Character cannot be developed in ease and quiet. Only through experience of trial and suffering can the soul be strengthened, ambition inspired, and success achieved.
Helen Keller
Timeline
Technician 5, Strategic
COMCAST
01.2024 - 01.2025
Technician 4, Premier SB & Enterprise
COMCAST
01.2023 - 01.2024
CAE 4, Commercial Technical Support
COMCAST
01.2022 - 01.2023
CAE 3, Commercial Technical Support T1
COMCAST
01.2020 - 01.2022
Technical Specialist
Northeast Delta Dental
01.2010 - 01.2011
Technical Support Engineer
Prevatek Development
01.2009 - 01.2010
Technical Analyst
Aramark
01.2007 - 01.2009
Associate of Science - Information Technology and Networking
DeVry University
Cloud Computing Undergraduate Certificate - undefined
DeVry University