NATHAN KATSIGIANIS
Taunton,MA
Summary
Customer-focused IT Support Specialist providing Tier I and Tier II support for hardware, software, network, and user access issues. Handles device setup, account management, MDM administration, backup monitoring, and vendor coordination while documenting solutions and supporting users across Microsoft 365, Azure, Active Directory, Windows, and macOS.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Information Technology Intern
Ockers Technologies
Brockton, Massachusetts
06.2021 - 06.2022
- Resolved hardware, software, and network connection issues for users, enhancing their operational efficiency.
- Configured workstations, laptops, printers, and mobile devices for staff, ensuring seamless integration and functionality.
- Managed user accounts, passwords, and system access permissions across platforms.
- Documented troubleshooting steps and followed up on help desk tickets to ensure user satisfaction and issue resolution.
Information Technology Help Desk Technician
Ockers Technologies
Brockton, MA
07.2022 - Current
- Delivered Tier I and Tier II technical support to clients by troubleshooting hardware, software, networking, and user-access issues to enhance user satisfaction.
- Troubleshoot and support network infrastructure & network connectivity, including routers, switches, firewalls, wireless access points, and related equipment.
- Creating wireless heatmaps for large AP installation and cabling projects for clients and the Massachusetts trial court systems
- Performed network environment upgrades and installations with large cutovers
- Large scale imaging and laptop deployments for Massachusetts schools
- Manage and support client devices and technology environments using ITsupport247, IT Glue, and ConnectWise.
- Perform device management and Mobile Device Management (MDM) administration.
- Monitored backup systems and troubleshot backup-related issues to ensure reliable data protection for client environments.
- Coordinate with vendors and third-party service providers to resolve technical and equipment-related issues.
- Provide technical guidance and training to end users with varying levels of technical knowledge.
- Independently manage assigned client issues while collaborating with team members on more complex technical problems.
- Handled multiple support requests from clients, ensuring prompt responses and resolutions. Prioritize issues based on urgency and business impact.
- Work effectively with clients and coworkers with a wide variety of personalities, technical backgrounds, and communication styles.
Education
4-Year Vocational Program - Computer & Networking Technology
Taunton, MA
Taunton, MA06-2022
Skills
- IT Support & Management
- Technical support
- Help desk support
- Networking & Security
- Network Troubleshooting
- Firewall Troubleshooting
- VPN Management
- VMware ESXi
- Cisco Routers & Switches
- UniFi Devices
- Wireless Access Points
- Mobile Device Management (MDM)
- Device Management
- Microsoft 365
- Microsoft Azure
- Active Directory
- WDS
- Windows
- MacOS
- Virtualization technologies
- IT Documentation
- ConnectWise
- Ekahau
- Vendor Coordination
- User training
- ITGlue
Certification
- CompTIA A+ Certification, Currently Pursuing
- MTA - Microsoft Technician Associate
ADDITIONAL QUALIFICATIONS
- Exceptional verbal and written communication
- Strong customer service and interpersonal skills
- Technical problem-solving and troubleshooting
- Ability to work independently with minimal supervision
- Ability to work effectively as part of a technical team
- User training and technical instruction
- Vendor and client communication
- Strong organizational and documentation skills
- Ability to work with individuals with varying levels of technical knowledge
Timeline
Information Technology Help Desk Technician
Ockers Technologies
07.2022 - Current
Information Technology Intern
Ockers Technologies
06.2021 - 06.2022
4-Year Vocational Program - Computer & Networking Technology
Taunton, MA