Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Nathan Cox

Marysville,WA

Summary

Senior Support Engineer with a proven track record in resolving critical backup issues and driving customer satisfaction through expert communication and technical mentoring. Adept in storage management and remote troubleshooting for high-profile clients, including Warner Bros. and Butler University. Dedicated to providing exceptional support and fostering team growth through innovative solutions.

Overview

21
21
years of professional experience

Work History

Senior Support Engineer

Synology of America
Bellevue, WA
04.2022 - 06.2025
  • Resolved highest-priority backup tickets for Warner Bros., Butler University, and The Phillies.
  • Guided Tier I agents during escalations, ensuring adherence to procedures before escalation to headquarters.
  • Collaborated with Tier III agents in Taiwan to confirm software functionality and expedite solutions.
  • Supported Sales and Technical Account Managers by addressing customer inquiries during Synology webinars.
  • Compiled question lists for agents to streamline information gathering on backup topics.

Support Engineer

Synology of America
Bellevue, WA
08.2017 - 04.2022
  • Answered customer calls, providing support for RAID configuration, data backups, and SSL certificates.
  • Diagnosed and resolved issues using tools such as btrfs, grep, and sqlite3.
  • Collaborated with internal support teams and MSPs across time zones to deliver accurate solutions.
  • Facilitated product support through screen sharing, remote administration, and phone interactions.
  • Employed CRM techniques to de-escalate issues while ensuring resolution.
  • Guided junior team members on backup strategies and end-of-life package requirements.
  • Assisted with warranty issues and dynamic DNS configurations to enhance customer experience.

Localization Specialist

VoiceBox Technologies Corporation
Bellevue, WA
05.2017 - 08.2017
  • Created 1,000+ native English utterances, vocalized them for in-house Samsung phones to train upcoming releases of Bixby’s large Automatic Speech Recognition (ASR) and deep Natural Language Understanding (NLU), via varied speech patterns and enunciation.
  • Annotated team & global voice commands, highlighting verbs and particular native English vocal speaking patterns to focus machine learning.
  • Used JIRA to keep daily and larger project work logs, integrated SharePoint as an alternative log when necessary.

Assistant Editor (Computer Parts and Peripherals Specialty)

DealNews.com, Inc.
Huntsville, AL
01.2005 - 12.2016
  • Documented specifications, developed Search Engine Optimization (SEO) for AMD and Nvidia video cards, desktop and laptop RAM, 4K UHD TVs (Samsung, Sony, Vizio), PC cases, more.
  • Used TeamViewer to troubleshoot and update software installations, physically upgraded Aluminum iMac, iMac 5K Retina and MacBook Pro computers’ RAM and OS versions ranging from 10.4 (Tiger) to 10.12 (Sierra).

IT / In-Home Desktop Support, Network Facilitation

Cox Computers, LLC
Atlanta, GA
01.2004 - 12.2008
  • Updated Pentium-based desktops from Windows 2000 to Windows XP and Windows Vista. Updated Xeon-based servers from Server 2003 to Server 2008.
  • Installed PCI(e) cards and drivers for sound cards, graphics/video cards, USB and eSATA ports, 1GbE Network Interface Cards (NICs).
  • Installed 802.11g and 802.11n wireless routers and Wireless Access Points (WAPs), configured port forwarding, firewall settings, parental filters/controls.
  • Removed harmful software using Norton, SpyBot, Windows Registry.

Education

Bachelor of Science - Information Science

School of Information & Library Science
Chapel Hill, NC
12.2004

Diploma -

Polk County High School
Columbus, NC
05.2000

Skills

  • Inter-team networking
  • PC and server hardware installation
  • Windows desktop support
  • Technical mentoring
  • VMware expertise
  • Remote troubleshooting
  • Customer phone support
  • Storage management
  • Documentation creation and editing

Affiliations

  • Foil Fencer
  • National French Honor Society Member
  • Amateur Photographer
  • World Traveler

References

References available upon request.

Timeline

Senior Support Engineer

Synology of America
04.2022 - 06.2025

Support Engineer

Synology of America
08.2017 - 04.2022

Localization Specialist

VoiceBox Technologies Corporation
05.2017 - 08.2017

Assistant Editor (Computer Parts and Peripherals Specialty)

DealNews.com, Inc.
01.2005 - 12.2016

IT / In-Home Desktop Support, Network Facilitation

Cox Computers, LLC
01.2004 - 12.2008

Bachelor of Science - Information Science

School of Information & Library Science

Diploma -

Polk County High School

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