Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nathan Martin

Muskegon,MI

Summary

A college graduate looking to continue my career. I have experience with level one and level two IT roles. I’ve worked in call center environments, remote environments, school environments, and manufacturing environments. I have 2 associate degrees in the IT related field(Computer Networking and also one for Cyber Security). My long-term goal is to eventually become a Cyber Security Analyst, and possibly get my Bachelors.

Overview

5
5
years of professional experience

Work History

Help Desk Analyst

BDO USA, PC
08.2022 - Current
  • -Level 1 Help Desk functions, remotely
  • - Providing Level 1 Help Desk support remotely
  • - Handling calls in a fast-paced environment
  • - Administering passwords for Active Directory and other platforms such as Gofileroom
  • - Conducting hardware troubleshooting
  • - Troubleshooting SCCM/Package Manager
  • - Troubleshooting Microsoft 365 apps
  • - Assisting end users in navigating Servicenow/support center and locating various forms
  • - Troubleshooting VDI issues and occasionally rebooting them using our ADST tool
  • - Managing laptop replacements
  • - Migrating end users from the H drive (personal network drive) to Onedrive
  • - Resolving issues with tax apps and environments like APT, Gofileroom, Tax Userverse, Global Portal, Citrix, etc.
  • - Providing support for Webex and Cisco Jabber
  • - Reimaging PCs
  • - Assisting end users in filling out Cyber Security Exceptions for blocked sites and files
  • - Providing Printerlogic training for new hires
  • - Troubleshooting Carbon Black block issues when well-known good files get blocked
  • - Contacting Lenovo support when a laptop is still under warranty
  • - Troubleshooting Peoplesoft issues
  • - Providing support for various tax-related plugins and add-ins

Help Desk Analyst II

Mirazon
05.2022 - 08.2022
  • - Level 2 Help Desk functions, provided both onsite and remotely
  • - Maintaining inventory counts
  • - Imaging computers using MedC
  • - Password resets
  • - Setting up docking stations and monitors for the end users
  • - Providing end user training
  • - Troubleshooting Navision and IQMS issues
  • - AutoCAD administration
  • - Troubleshooting Forticlient VPN issues
  • - Replacing Ethernet cables for ports when needed
  • - Providing iPhone and Android support
  • - Software installation/deployment and support
  • - Handling walk-up requests
  • - Reporting printer-related issues when necessary
  • - Managing tickets in TopDesk
  • - Creating a recycle pallet when we recycle old, out-of-date equipment
  • - 365 support and administration
  • - Adding people to security groups in AD when needed
  • - Using remote tools like Screen Connect and MedC
  • - Rolling back updates when necessary

Help Desk Analyst / Telecommunications Specialist

Amerifirst Home Mortgage
11.2020 - 04.2022
  • - Initially worked at level one Help Desk, but later promoted to Telecom Specialist
  • - Remote work using Team Viewer
  • - Account creations and template changes in Black Knight
  • - Handling dispatch calls
  • - Managing trouble tickets, sometimes up to 70 in a day
  • - Troubleshooting VPN (Global Protect) and Architect related issues
  • - Password changes for Fannie Mae, CreditPlus, IDS, Black Knight, FHA, etc.
  • - AD password changes and unlocking accounts
  • - Support for M365 (Outlook, Excel, OneDrive, OneNote, etc.)
  • - Setting up printers via USB and occasionally setting them up with a network connection
  • - Laptop data transfers and setup
  • - Installation and troubleshooting of Adobe Acrobat Pro, Adobe All Apps, and Adobe Captivate
  • - Occasional roll back of updates
  • - Replacing drivers
  • - Troubleshooting Cisco Umbrella related issues
  • - Editing the registry as needed
  • - Docking station support
  • - Creating new extensions for new hires in CUCM
  • - Building out Cisco Jabber devices
  • - Setting up Teams direct line numbers as needed
  • - Handling part of the Cisco Phone Migration project
  • - Handling part of the WatchGuard to Palo Alto Firewall migrations
  • - Handling the network side of branch relocations
  • - Working with a third party to get internet circuits ordered and installed at various branches
  • - Creating a spreadsheet of all circuits
  • - Inputting circuit information such as ISP and support numbers in Solar Winds to help when a node goes down
  • - Cleaning up network racks to make them look presentable and organized
  • - Multitasking various projects at the same time
  • - Building call queues in both Teams and CUCM and making changes to them as needed
  • - Building auto attendants in CUCM and making changes as needed
  • - Building out hunt pilots, lists, and line groups
  • - Adding static IPs to interfaces of our firewalls (Palo Alto) in Panorama
  • - Switching said IPs to DHCP in Panorama as needed
  • - Troubleshooting in Panorama when a branch is down
  • - Calling the ISP when a branch is down and as needed
  • - Traveling to branches for onsite projects
  • - Initially performed Level one Help Desk functions, but later promoted to Telecom Specialist
  • - Working remotely using Team Viewer
  • - Creating Black Knight accounts and making template changes
  • - Handling dispatch calls
  • - Working on trouble tickets, sometimes handling up to 70 in a day
  • - Troubleshooting VPN (Global Protect) and Architect related issues
  • - Managing password changes for Fannie Mae, CreditPlus, IDS, Black Knight, FHA, etc.
  • - Handling AD password changes and unlocking accounts
  • - Providing support for M365 (Outlook, Excel, OneDrive, OneNote, etc.)
  • - Setting up printers via USB and occasionally setting them up with a network connection
  • - Transferring and setting up laptop data
  • - Installing and troubleshooting Adobe Acrobat Pro, Adobe All Apps, and Adobe Captivate
  • - Occasionally rolling back updates and replacing drivers
  • - Troubleshooting Cisco Umbrella related issues
  • - Editing the registry as needed
  • - Providing support for docking stations
  • - Creating new extensions for new hires in CUCM
  • - Building out Cisco Jabber devices
  • - Setting up Teams direct line numbers as needed
  • - Handling part of the Cisco Phone Migration project and WatchGuard to Palo Alto Firewall migrations
  • - Handling the network side of branch relocations
  • - Coordinating with third parties to order and install internet circuits at various branches
  • - Creating a spreadsheet of all circuits and inputting circuit information such as ISP and support numbers in SolarWinds
  • - Cleaning up network racks and organizing them
  • - Multitasking various projects simultaneously
  • - Building call queues in both Teams and CUCM and making changes to them as needed
  • - Building auto attendants in CUCM and making changes as needed
  • - Building out hunt pilots, lists, and line groups
  • - Adding static IPs to interfaces of our firewalls (Palo Alto) in Panorama
  • - Switching said IPs to DHCP in Panorama as needed
  • - Troubleshooting in Panorama when a branch is down
  • - Contacting the ISP when a branch is down and as needed
  • - Traveling to branches for onsite projects

Help Desk

Post Consumer Brands(through Robert Half)
06.2020 - 10.2020
  • - Level two Help Desk functions
  • - Serving as a backup for the Lead IT associate onsite (filling in for them when they’re on vacation)
  • - Assisting with the migration to Windows 10 (from Windows 7)
  • - Data migration
  • - Setting up new profiles for laptops and PCs that are direct assignments
  • - Using remote desktop (Go-to-assist) to troubleshoot/solve IT related issues for end users
  • - Upgrading RAM
  • - Software and Application installations and support
  • - Pulling defective hard drives
  • - Password changes
  • - Unlocking accounts
  • - Resolving basic printer issues
  • - Editing the registry in Windows
  • - Mapping to printers
  • - Mapping to network drives
  • - PC and laptop imaging
  • - Using Go to Assist for remoting into PCs and laptops
  • - Coordinating pick up and drop offs of laptops and PCs
  • - Replacing monitor cables for new docking stations
  • - Setting up Outlook 2016 for end users
  • - Troubleshooting Cisco Umbrella related issues
  • - Troubleshooting various end user issues in Windows

Help Desk Analyst

HCL(through K-tek)
03.2020 - 06.2020
  • - Providing level one remote desktop support
  • - Handling calls in a fast-paced call center environment
  • - Creating work tickets in Servicenow (call, incident, and request)
  • - Closing or escalating work tickets
  • - Performing remote desktop work
  • - Using command line to diagnose various problems with user workstations and Toughpads
  • - Supporting Office 2010 and 365 programs
  • - Resetting VDIs and adding disk space to VDIs
  • - Troubleshooting Outlook-related issues
  • - Troubleshooting mobile phone issues over the phone
  • - Administering Duo
  • - Adding and removing users from groups in Active Directory
  • - Managing passwords for Active Directory, SAP, Service Suite, Trackstar, OMS, and other programs and environments
  • - Basic network and VPN troubleshooting
  • - Software installation
  • - Adding and removing users and devices from deployment groups in Microsoft Endpoint Configuration Manager
  • - Updating and replacing drivers
  • - Assisting customers/business partners with using the company website to order PC equipment and accessories
  • - Assisting customers/business partners with using the company website to request access to various AD groups and environments
  • - Assisting customers/business partners with setting up email P.O. boxes
  • - Creating shift handover reports

Robot Operator

Woodworth Inc
11.2019 - 03.2020
  • - Loading and unloading parts into the metal rack
  • - Troubleshooting Fanuc robotic arm related issues
  • - Fixing sensors
  • - Inventory via the computer
  • - Training new hires

Education

Associate of Applied Science - Cyber Security

Jackson College
Jackson, MI
07.2019

Associate of Applied Science - Computer Networking

Jackson College
Jackson, MI
07.2019

High School Diploma -

Bath High School
Bath, MI
05.2007

Skills

Desktop support

Cisco

Windows XP, 7, 8, 10, and 11

Linux

Kali

DUO Administration

Creating job aids for end users

Ubuntu

VMware

Vsphere

SCCM

ITIL processes

Go to Assist

Team Viewer

Adobe Acrobat Pro

Adobe Captivate

Adobe Creative Cloud

Remote desktop support

Active directory

Windows 2003

Windows 2012

Windows 2016

General Computer Repair

Microsoft Office 2010 and 365

Microsoft Endpoint Configuration Manager

Frontpage

HTML

Photoshop

Building basic firewalls

Basic SAP troubleshooting

Servicenow ticketing system

Command Line

Powershell

AutoCAD

Autovault

Registry Editor

SFC Scannow

Desktop/laptop imaging via PXE boot

Partitioning hard drives

Mapping network drives

Cisco Jabber installation and administration

Cisco Call Manager (CUCM) Administration

Unity

CUCCX

Microsoft Teams Administration

Call2teams

Call queue and auto attendant administration

Solarwinds

Ubiquiti switches and APs

Panorama

Android

IT Glue

Rockwell Studio 5000

Topdesk ticketing system

Desktop Central / MedC

Navision

IQMS

macOS

iOS

Forticlient

Screen Connect

KQL

Microsoft Defender 365

Microsoft Sentinel

Timeline

Help Desk Analyst

BDO USA, PC
08.2022 - Current

Help Desk Analyst II

Mirazon
05.2022 - 08.2022

Help Desk Analyst / Telecommunications Specialist

Amerifirst Home Mortgage
11.2020 - 04.2022

Help Desk

Post Consumer Brands(through Robert Half)
06.2020 - 10.2020

Help Desk Analyst

HCL(through K-tek)
03.2020 - 06.2020

Robot Operator

Woodworth Inc
11.2019 - 03.2020

Associate of Applied Science - Cyber Security

Jackson College

Associate of Applied Science - Computer Networking

Jackson College

High School Diploma -

Bath High School

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Nathan Martin