Nathan Capen
Latham,NY
Summary
Professional with significant experience in Microsoft technologies, prepared for this role. Expertise includes Windows Server, Office 365, Azure, and troubleshooting. Strong focus on team collaboration and achieving results. Known for effective problem-solving, technical proficiency, and reliable performance.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
MMHayes/Transact Campus
03.2022 - Current
- Design user interfaces for enhanced retail and payroll solutions.
- Provide remote and onsite advanced support for retail systems, related peripherals, on premises and cloud servers, and SQL databases.
- Maintained automated server tasks
- Applied necessary software patches to enhance functionality
- Delivered comprehensive instruction on company-specific support methods.
Microsoft Premier Agent
Nfrastructure/Zones
01.2021 - Current
- Adapted duties aligned with the role of a Microsoft Concierge Ambassador for Enterprise clients.
Microsoft Floor Walker
Nfrastructure/Zones
01.2020 - 12.2020
- Delivered advanced assistance on complex issues.
- Evaluated and approved client transfer requests from technicians.
Microsoft Concierge Ambassador
Nfrastructure/Zones
01.2019 - 12.2020
- Triaged support requests from Microsoft business clients and assisted with services, applications, and configurations in cloud and hybrid environments.
- Delivered break/fix support for Microsoft Hybrid setups and AD server attributes.
- Directed assistance requests to designated technical teams.
- Assisted in resolving technical issues with Microsoft Product engineers.
- Assisted with compromised accounts resolution utilizing built-in auditing tools.
Dispatch Coordinator
Nfrastructure/Zones
01.2019 - 12.2019
- Scheduled field technicians in a fast-paced environment.
- Coordinate technician activities for effective client service.
- Coordinate and dispatch installation hardware packages.
- Provided solutions for hardware issues experienced by clients.
- Ensure accurate documentation of tickets within ITSM.
- Coordinated with customer to facilitate technician security clearance processes.
Enterprise Operations Analyst
Nfrastructure/Zones
01.2018 - 12.2018
- Monitor the connectivity of networks and enterprise services for state agencies, educational facilities and retail organizations and document service disruptions
- Triage and break/fix customers’ and employees’ technical issues on a basic level
- Notify departments and management during documented service disruptions and critical outages
- Train new employees on business procedures
- Use Appworx to retrieve, document and deliver financial data from Oracle for RF SUNY
Service Desk Technician
Nfrastructure/Zones
01.2017 - 12.2017
- Managed and directed support requests via ITSM and Oracle.
- Resolved technical issues for customers and employees both remotely and onsite.
- Train new employees on business procedures
- Approved and managed technical articles for company's database.
- Dispatch technicians and equipment to customers
Service Desk Technician
Pinnacle Recruiters
01.2016 - 12.2016
- Deliver remote break/fix support for POS issues at Pacific Sunwear stores.
Education
ITIL Certificate - Computer science
01.2017
Word 2010 Certificate -
01.2013
Schenectady High School - Fine Arts
06.2012
Graduation Date: June 2012
Skills
- Proficient in Microsoft Office 365 Suite, PowerShell, OneDrive, SharePoint, Exchange, Office 365 Security, Teams, Microsoft Admin Center, Account and License management
- Experience with Zenoss, Sabis, ITSM, Zendesk, Salesforce, SQL coding and database management, and installing and replacing computer hardware and components, Microsoft Power Automate, Azure functions, Microsoft hybrid servers
- Excellent writing ability and researching skills
- Knowledgeable of android operating systems, IOT devices, IOT integrations, and consumer electronics
- Strong work ethic, communication skills, and people skills
- Critical listening skills
- Works well in team environment
- Quick learner
- Creative problem solving
Timeline
Technical Support Engineer - MMHayes/Transact Campus
03.2022 - Current
Microsoft Premier Agent - Nfrastructure/Zones
01.2021 - Current
Microsoft Floor Walker - Nfrastructure/Zones
01.2020 - 12.2020
Microsoft Concierge Ambassador - Nfrastructure/Zones
01.2019 - 12.2020
Dispatch Coordinator - Nfrastructure/Zones
01.2019 - 12.2019
Enterprise Operations Analyst - Nfrastructure/Zones
01.2018 - 12.2018
Service Desk Technician - Nfrastructure/Zones
01.2017 - 12.2017
Service Desk Technician - Pinnacle Recruiters
01.2016 - 12.2016
Schenectady High School - Schenectady High School, Fine Arts
HVCC community college - ITIL Certificate, Computer science
- Word 2010 Certificate,
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