Snowboarding
Nathan Malone
Systems Administrator
Minturn,CO
Summary
Results-driven Systems Administrator with a robust background in customer service, demonstrating over 10 years of experience in software implementation and maintenance. Exceptional persistence in managing complex infrastructures and data center operations, always striving for excellence. Recognized for solutions-oriented problem-solving in business application challenges, with a strong commitment to providing superior service. Proven skills in troubleshooting, fostering effective communication, and facilitating collaboration. Persistent dedication to enhancing system efficiency and user satisfaction
Overview
16
16
years of professional experience
Work History
System Administrator
Forward Tech Solutions, LLC
Edwards, CO
09.2020 - Current
- Established network specifications and analyzed workflow, access, information and security requirements.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Implemented corrective plans of action for network availability and latency.
- Provisioned new software and hardware for use, following established security policies.
- Worked with users to determine areas of technology in need of improved usability.
- Managed onboarding and offboarding of employees.
- Drove continuous improvement of IT governance processes.
Help Desk Manager
East West Hospitality
Avon, CO
02.2017 - 09.2020
- Recruited, trained and supported help desk technicians and representatives.
- Responded promptly to incoming sales leads and requests for technical support.
- Activated accounts for clients interested in new services.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Used ticketing systems to manage and process support actions and requests.
- Launched initiatives for service delivery programs to sell IT service desk contracts.
- Provided basic end-user troubleshooting and desktop support.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assisted with updating technical support best practices for use by team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed high levels of call flow and responded to various technical support needs.
Customer Engineer II
NCR
Avon, CO
06.2007 - 02.2015
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Trained customers to use and maintain equipment to reduce service issues.
- Explained complex technology-related issues in understandable terms to customers.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Diagnosed and executed resolution for network and server issues.
Education
GED -
Coronado High School
Colorado Springs, CO 01.2023 - 01.2023
Skills
Technical Support
undefinedInterests
Stand up paddle boarding
HomeLab
Hiking
Biking
Camping
Timeline
GED -
Coronado High School
01.2023 - 01.2023
System Administrator
Forward Tech Solutions, LLC
09.2020 - Current
Help Desk Manager
East West Hospitality
02.2017 - 09.2020
Customer Engineer II
NCR
06.2007 - 02.2015
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