Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Nathan Cano

Apopka,FL

Summary

Dedicated USMC Veteran with 7 years of hands-on experience in the dynamic field of Information Technology. Known for a strong work ethic, adaptability, and a mission-oriented mindset that ensures success in high-pressure environments. Adept at troubleshooting, problem-solving, and managing IT systems, with a proven track record of delivering top-notch technical support.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Analyst II

ClearCompany
06.2022 - Current
  • Advanced License Management: Oversee complex licensing environments, including advanced analytics for license utilization and cost-saving opportunities. Collaborate closely with Finance and Procurement teams to optimize software licensing strategies and ensure compliance with all vendor agreements.
  • Executive-Level Documentation & Process Improvement: Lead the creation and refinement of high-level documentation, including company-wide IT policies and procedures. Develop SOPs and best practices that enhance organizational knowledge sharing, reduce operational risks, and streamline processes across departments.
  • Enterprise Cross-Platform Management: Oversee the management of a diverse and complex IT environment, ensuring seamless integration and support for both MacOS and Windows platforms across the enterprise.
  • Advanced MDM Strategy & Innovation: Spearhead the evolution of the MDM (Mobile Device Management) strategy, including the implementation of advanced features like zero-touch deployment, federated access control, and automated compliance enforcement. Ensure that the MDM framework is aligned with industry best practices and organizational security requirements.
  • Jira Automation & Process Optimization: Lead the design and implementation of sophisticated Jira automation workflows, significantly improving response times and operational efficiency. Develop automation strategies that enhance the user experience and streamline interactions between IT and other business units.
  • Mentorship & Talent Development: Actively mentor junior IT staff and new hires, providing technical guidance and career development opportunities. Cultivate a learning environment that encourages skill-building, innovation, and continuous improvement within the team.

IT Helpdesk Specialist

ClearCompany
06.2022 - Current
  • End-User Support: Provide comprehensive assistance to end-users for hardware and software-related issues in a remote environment.
  • License Management: Proficiently manage licensing for Google Workspace, Office 365, Slack, and other applications, ensuring efficient provisioning and compliance. This encompasses tracking license expenditure in support of Finance initiatives.
  • Project Ownership: Ownership of annual and quarterly projects including the development of our MDM solution & Atlassian ecosystem. Both of which have led to an increased end-device security stance, SLA-enforced ticket board, & a overall decrease in tickets within queue and improved customer trust in IT operations.
  • Documentation Expertise: Contribution to documentation creation, including software and hardware Standard Operating Procedures (SOPs) to enhance knowledge sharing and operational efficiency. These documents include helpful "how-to" docs created to increase end-user knowledge about common issues.
  • Cross-Platform Proficiency: Successful management and support of a predominantly MacOS environment alongside Windows OS-based machines.
  • MDM Administration: Responsible for Mobile Device Management (MDM) administration and ongoing research & development efforts. Key developments: Zero-touch procurement & deployment of end-devices, Google Workspace-to-MDM federated access, & Regulated end device critical system updates & auto-installed apps at first-boot-up.
  • Jira Automation: Develop & implement Jira automation solutions to streamline processes and improve workflow efficiency. These automation's have improved "first-touch" interactions with support technicians and automated ticket status change actions based on interactions from ticket reporters, 3rd parties, & ticket assignees.

IT Product Support Specialist

Corporate Spending Innovations
10.2021 - 06.2022
  • Client Setup: Assist in setting up client companies/accounts within CSI Accounts Payable Automated Solution.
  • Issue Resolution: Identify and resolve customer issues related to processing various payment types, including straight ACH, Virtual Card, Check, Comdata, DeluxeCheck, and more.
  • Task Management: Document and track tasks using the JIRA Ticketing system to ensure timely completion aligning with SLA's.
  • Collaboration: Actively participate in regular meetings with the software development team to address issues, as it relates to end-user experience & on-going product issues.
  • Product Testing: Conduct occasional testing of new products and features before releasing within Production. This has contributed to fewer issues to clients when dealing with new features.
  • Training and Documentation: Provide user training and create process documentation using StackOverflow and Confluence.

Information Technology Technical Support

Fountain Life
07.2020 - 10.2021
  • Team Collaboration: Collaborate within a small team to provide off/on-site support across multiple locations within the Healthcare-IT environment.
  • Network Management: Manage and support a network primarily consisting of Windows OS machines, with a smaller number of Mac OS machines.
  • Installation Guidance: Provide guidance to on-site technicians and users for the installation of both hardware and software.
  • User Account Administration: Oversee the creation of end-user accounts across various platforms, including Active Directory, Exchange, Office 365, and EMR solution software.
  • Access Control: Provide control physical access to hospital locations using a enterprise badge system.
  • Procurement Coordination: Coordinate equipment procurement orders and shipments to various locations in consultation with executives.
  • Vendor Communication: Maintain communication with multiple vendors and technicians to address issues ranging from website-related problems to printer installation and repairs.
  • Help Desk Operations: Operate a Help Desk to efficiently manage and resolve incident tickets originating from multiple hospital locations.
  • Security Audits: Conduct daily security audits, leveraging Office 365 Compliance audits, to identify and isolate potential security threats and unauthorized access attempts.
  • Phone Systems and Device Management: Manage and support Cisco-based desktop phone installations and administration through Cisco UCM. Additionally, oversee mobile phone and Mac OS machine management through the MDM solution, Kandji.

Data System Administrator

United States Marine Corps
07.2016 - 07.2020
  • User Support: Proactively address end users' inquiries and provide troubleshooting assistance, encompassing network issues, software/hardware installations, and account creations.
  • Network Management: Actively update, maintain, and diligently monitor all facets of the local network infrastructure.
  • Effective Problem-Solving: Successfully achieve system objectives by methodically gathering data, evaluating various options, and making well-informed recommendations for improvements.
  • Team Leadership and Development: Spearheaded the management and mentoring of team members, fostering their professional growth and enhancing overall team performance.
  • Asset Management: Conducted regular semi/quarterly inspections of equipment valued at $1.3 million, meticulously maintaining records and comprehensive maintenance logs categorized by equipment type.
  • Cisco Hardware Proficiency: Possess foundational skills in Cisco hardware installation and configuration, including expertise in Cisco Phone Management.

Education

Associate of Science - Information Technology & Networking

DeVry University
Orlando, FL
06.2025

Skills

  • Microsoft 365
  • Zoom
  • Slack
  • Google Workspace
  • Jira Software
  • Jira Service Management
  • IT Service Management
  • MDM administration
  • Mac OS
  • Windows OS
  • IT Troubleshooting

Certification

Comptia ITF+, Orlando, 05/01/23, GK38ZLRSFJVQQ9CV

Jira Service Management Fundamentals - Badge

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

IT Analyst II

ClearCompany
06.2022 - Current

IT Helpdesk Specialist

ClearCompany
06.2022 - Current

IT Product Support Specialist

Corporate Spending Innovations
10.2021 - 06.2022

Information Technology Technical Support

Fountain Life
07.2020 - 10.2021

Data System Administrator

United States Marine Corps
07.2016 - 07.2020

Associate of Science - Information Technology & Networking

DeVry University

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