Nathan Fair
Keller,TX
Summary
Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
7
7
years of professional experience
Work History
Tier 2 Technical Support Specialist
2020 Companies
Fort Worth, Texas
07.2024 - Current
- Assisted with development of internal procedures related to technical support activities.
- Performed remote troubleshooting sessions with customers using virtual tools such as TeamViewer or LogMeIn.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Maintained records of customer service requests and document problems and solutions in knowledge base database.
- Oversaw daily performance of computer systems.
- Collaborated with other departments such as Sales, Networking, Systems Administration.
- Resolved customer complaints in a timely manner.
- Created detailed reports of customer interactions and resolutions.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Reviewed software code to Identify and resolve customer issues in software.
- Tested new software applications prior to release into production environment.
NOC Engineer
Pegasus Technologies & Solutions
Frisco, Texas
05.2022 - 07.2024
- Built and oversaw network infrastructure comprised of various virtual products.
- Provided training to users on how to use different networking tools or applications.
- Designed and conducted hardware or software systems testing.
- Provided technical support for LAN and WAN networks including routers, switches, firewalls, wireless access points.
- Implemented patches and updates to ensure system stability and security.
- Coordinated with vendors regarding hardware purchases or service contracts.
- Defined technical integration strategy and developed integration plans.
- Evaluated emerging technology factors around cost comparison, portability or usability.
- Maintained and monitored system security protocols, policies, and procedures.
- Handled troubleshooting tasks for Local Area Networks, Wide Area Networks, and voice systems to reduce network connectivity problems.
- Developed and implemented strategies for improving network performance.
- Provisioned new IT assets and confirmed new installations met established IT standards.
- Monitored incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.
NOC Engineer
Global IP Networks
Richardson, Texas
02.2018 - 05.2022
- Pinpointed best resolution to customer's software issues and delivered technical support to other staff members in network operations center.
- Created detailed documentation of network configurations and changes.
- Utilized Python to handle debugging and automation scripting tasks.
- Managed the installation of operating systems on servers and desktops.
- Provided technical guidance for system development and troubleshooting.
- Researched emerging technologies that could improve the efficiency of existing networks.
- Coordinated and enhanced existing databases and established new databases as part of initiative.
- Developed system models using automated tools to analyze performance under various operating conditions.
- Conducted regular maintenance activities on all networking equipment.
- Identified potential areas of improvement in the existing network infrastructure.
- Engaged in advanced training and increased troubleshooting knowledge for resolution of highly complex customer issues.
- Analyzed and resolved technical issues related to network operations.
- Ensured compliance with industry standards such as ITIL or ISO 27001.
- Verified stability, security and scalability of system architecture.
- Provided status updates to keep upper management informed and to reach goals.
- Administered application stacks and executed performance tuning to optimize session performance by eliminating performance bottlenecks.
- Expanded and edited content to expedite future support tasks surrounding network operations and collaborative IT knowledge-base.
- Triaged incoming support tickets, prioritizing requests based on severity and potential operational disruptions.
Education
Bachelor of Science - Computational Science
ITT
Richardson, TX05-2012
Skills
- Hardware diagnostics
- Systems integration
- Data recovery
- System administration
- ITIL framework
- Disaster recovery planning
- Product reliability
- Field performance assessment
- Application support
- Security protocols
- Remote technical support
- Software installation
- MDM (mobile device management)
- Remote desktop support
- Virtualization technologies
- Mobile device support
- Operating system versioning management
- On-site technical support
- Performance tuning
- Server maintenance
- Hardware installation
- Advanced troubleshooting
- Scripting languages
- Network configuration
- Cross-functional communication
- Incident management
- Operating systems expertise
Timeline
Tier 2 Technical Support Specialist
2020 Companies
07.2024 - Current
NOC Engineer
Pegasus Technologies & Solutions
05.2022 - 07.2024
NOC Engineer
Global IP Networks
02.2018 - 05.2022
Bachelor of Science - Computational Science
ITT