NATHAN MILLER
Oklahoma City
Summary
Professional support specialist prepared for this role. Adept in troubleshooting technical issues, providing effective solutions, and ensuring seamless user experiences. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in system administration, network troubleshooting and customer service with reliable and flexible approach.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Helpdesk Support III
BankOnIT LLC
07.2022 - Current
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
- Coordinated with vendors for troubleshooting applications when it falls out of our scope
- Create documentation to assist in less senior technicians daily lives providing knowledge to them to facilitate a smoother work flow
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
Client Solutions Technician III
BankOnIT LLC
02.2023 - 07.2024
- Completed projects outlined by project manager
- worked to implement new financial software solutions for banks with a variety of core processors including but not limited to Fiserv, FIS, Jack Henry
- Print server migrations
- GPO Standardization and Cleanup
- Active Directory Standardization
- Onboarded new clients into our services
Helpdesk Technician I
BankOnIT
06.2021 - 06.2022
- Client-Server environment
- Troubleshoot desktop/thick/thin client problems daily
- Uses AD on a daily basis for group changes, password resets/unlocks/creating groups
- Troubleshoot general network issues such as VPN, slowness, connectivity
- Troubleshoot printers, connectivity problems with a variety of different connections -serial, USB, network
- General troubleshooting with Office/Exchange/Outlook
- Basic Group Policy knowledge
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Help Desk Associate
NTT Data
01.2021 - 06.2021
- Route and log tickets to the right resolver groups
- Maintain a high quality of customer service
- Subject Matter Expert on this account
- Handled the email for the helpdesk, any emails coming in and going out of our inbox
- Did password resets/unlocks in Active Directory
- General experience with Okta Platform
- Wrote knowledge base articles for other agents so we have a standard operating procedure for this account
IT Intern
Georg Fischer Central Plastics
05.2020 - 11.2020
- Delivered excellent customer service and support to colleagues
- Regularly met ticket quotas and times
- Updated supervisors of known issues
- Developed some knowledge regarding typical IT functions such as Group Policy, Active Directory, DNS, DHCP
- Used the JIRA helpdesk to monitor and complete ticket requests
- Joined weekly IT meetings for updates on current issues
- Worked with many of Georg Fischer's locations such as Recon, Canada
- Georg Fischer Central Plastics S.R.L, Florida, Buenos Aires, Argentina
Education
BA - Bachelor of Science in Information Technologies
Colorado Technical University
02.2025
Skills
- Ability to Multitask
- Collaborative Problem-Solving
- Critical Thinking Skills
- Strong Communication Skills
- Ability to Work Under Pressure
- Calm Decision-Making in High-Stress Situations
- Technical Issue Prioritization
- Technical Support Experience
- IT documentation
Certification
CCST Routing & Switching
Timeline
Client Solutions Technician III
BankOnIT LLC
02.2023 - 07.2024
Helpdesk Support III
BankOnIT LLC
07.2022 - Current
Helpdesk Technician I
BankOnIT
06.2021 - 06.2022
Help Desk Associate
NTT Data
01.2021 - 06.2021
IT Intern
Georg Fischer Central Plastics
05.2020 - 11.2020
BA - Bachelor of Science in Information Technologies
Colorado Technical University
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