Nathan Sawicz
East Brunswick,NJ
Summary
Detail-oriented and customer-focused IT Help Desk Technician with 2+ years of experience supporting IT operations, managing service tickets, and coordinating onboarding/offboarding activities. Proficient in Active Directory, ServiceNow, Microsoft 365, and remote support tools. Known for delivering timely technical support, collaborating cross-functionally, and documenting troubleshooting processes. Eager to grow in areas including MDM solutions, automation, and cloud platforms such as AWS.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Helpdesk Support
Richard and Hughes Justice Center
Trenton, NJ
02.2024 - Current
- Delivered Tier 1 support for 100+ internal users, resolving ~40 support tickets per week with 96% user satisfaction.
- Troubleshot and resolved 25+ network and connectivity issues monthly across LAN/WAN environments.
- Provided ongoing technical support for Dynamics 365, leading to a 20% reduction in recurring user issues via training and documentation.
- Escalated complex incidents to Tier 2, maintaining SLA compliance on 98% of escalations.
IT Helpdesk Support
Silver Linings Technology
Trenton, NJ
10.2023 - 01.2024
- Supported a 150-user environment, resolving ~45 tickets per week across Windows and Mac platforms.
- Reduced average ticket resolution time by 30% through improved triaging and remote support via TeamViewer and RDP.
- Managed over 200 Active Directory accounts, including new user provisioning, password resets, and group permissions.
- Resolved over 95% of first-contact issues related to Wi-Fi, VPN, and remote desktop access.
Customer Service Representative (Technical Support)
Modivcare
Edison, NJ
10.2022 - 09.2023
- Responded to 60+ customer inquiries per day while maintaining a 99% data accuracy rate for system entries.
- Resolved 90% of SharePoint access and navigation issues within 1 business day.
- Created and maintained records of 5,000+ client interactions in compliance with privacy standards (HIPAA).
- Improved client satisfaction score by 15% through efficient issue resolution and clear communication.
Technician Team Leader
Reckitt Benckiser
Belle Mead, NJ
07.2020 - 11.2021
- Led a team of 4 technicians, improving system uptime by 25% through proactive maintenance and troubleshooting.
- Managed support for 300+ users across routers, switches, and firewalls; reduced downtime incidents by 35%.
- Delivered SharePoint Online support, improving team collaboration by optimizing access and permission protocols.
Education
Bachelor of Science - Computer Science (Cybersecurity)
Southern New Hampshire University
Manchester, NH08.2025
Associate of Science - Information Technology- Cybersecurity
Southern New Hampshire University
Manchester, NH12.2024
Skills
- Technical support and troubleshooting
- Active Directory management
- Office 365 administration
- Network and VPN connectivity
- Windows and MacOS support
- ServiceNow and Jira expertise
- Remote desktop solutions
- Customer service excellence
- Documentation and knowledge base creation
Projects And Labs
- Cybersecurity Home Lab, Simulated cyber threats and recovery processes across Windows and Kali Linux VMs using Splunk and Sysmon. Detected and neutralized simulated threats in under 10 minutes on average.
- Custom PC Build, Built custom PC with optimized BIOS and Windows OS installation; decreased boot time by 40% compared to legacy system.
Certification
- Comptia A+
- Google IT Support Professional
- AWS Cloud Practitioner (in progress)
- Comptia Sec + (in progress)
References
References available upon request.
Timeline
IT Helpdesk Support
Richard and Hughes Justice Center
02.2024 - Current
IT Helpdesk Support
Silver Linings Technology
10.2023 - 01.2024
Customer Service Representative (Technical Support)
Modivcare
10.2022 - 09.2023
Technician Team Leader
Reckitt Benckiser
07.2020 - 11.2021
Bachelor of Science - Computer Science (Cybersecurity)
Southern New Hampshire University
Associate of Science - Information Technology- Cybersecurity
Southern New Hampshire University
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