Niam Nichols
Powder Springs,GA
Summary
Results-driven IT professional with extensive experience at IBM, excelling in remote support and incident management. Proven track record of diagnosing and resolving hardware and software issues, enhancing user productivity. Skilled in root cause analysis and vendor collaboration, consistently delivering timely solutions to minimize downtime and improve operational efficiency.
Overview
13
13
years of professional experience
Work History
Desktop Support Technician
Harry and David
07.2021 - Current
- Provided technical support to end-users in production-driven environment with minimal supervision.
- Served as initial contact for customer inquiries, resolving issues and escalating when necessary.
- Diagnosed and resolved over 15 hardware, software, and network issues weekly, minimizing downtime.
- Installed, configured, and tested new hardware, ensuring all data jacks functioned properly.
- Evaluated system performance to recommend repairs or replacements as needed.
- Managed inventory of IT assets to maintain compliance with company policies.
- Diagnosed network malfunctions, implementing effective solutions to enhance user productivity.
Desktop Support Technician II (Contractor)
IBM
04.2021 - 07.2021
- Delivered Level II/III support for troubleshooting and resolving customer technical issues.
- Resolved over 10 trouble tickets daily through efficient problem triaging.
- Assisted customers with troubleshooting steps to swiftly identify and address issues.
- Diagnosed and repaired hardware malfunctions, software issues, and networking problems.
- Provided technical support via remote-access systems to ensure timely resolutions.
System Analyst II (Contractor)
Department of Labor
05.2020 - 10.2020
- Delivered onsite and remote desktop support for internal customers.
- Collected and analyzed incident information to identify root causes.
- Coordinated vendor support to troubleshoot and resolve technical issues.
- Evaluated and tested newly installed programs to ensure full operability.
Desktop Support Technician II
Katz Broadcasting
07.2019 - 02.2020
- Installed and configured Windows 10 and Mac desktops and laptops to ensure operational readiness
- Troubleshot hardware and software issues for employees, delivering timely solutions to minimize workflow disruptions
- Managed user accounts in Active Directory, facilitating secure network and email access
Desktop Support Technician
Pomeroy IT Solutions
02.2017 - 06.2019
- Evaluated and prioritized incoming requests to resolve technical issues efficiently.
- Maintained, analyzed, and repaired computer systems to minimize downtime and ensure functionality.
- Deployed 25 laptops and desktops daily, ensuring timely access to technology for users.
- Visited offsite locations to deliver new equipment and provide on-site technical assistance.
IT Consultant
Showtyme Computer Services
01.2014 - 12.2017
- Delivered personalized IT consulting services, customizing recommendations and solutions to align with client business objectives
- Performed regular technology assessments and recommended improvements to enhance operational efficiency
- Delivered ongoing technical support and troubleshooting for clients, maintaining optimal performance of IT systems
Desktop Support Technician
St. Michael's Medical Center
11.2016 - 02.2017
- Delivered technical support to diagnose, analyze, and resolve computer issues for internal users, enhancing user satisfaction
- Installed, configured, and supported approved software and Microsoft applications
- Reviewed systems tickets daily, reprioritized resolutions to meet service level agreements and improve response times
Desktop Support Technician II
Deutsche Bank
05.2013 - 01.2014
- Resolved hardware and software issues to restore functionality and minimize downtime
- Monitored ticketing system, addressing and closing tickets promptly to enhance user satisfaction
- Set up new desktops, laptops, and printers to ensure operational readiness for users
- Loaded appropriate software packages such as operating systems and applications
- Maintained accurate and up-to-date inventory of hardware
Education
Technical Diploma - Computer Networking
Lincoln Technical Institute
Edison, NJ01-2012
Skills
- Remote Support
- Incident management
- Hardware troubleshooting
- Software Installation
- Root Cause Analysis
- Vendor Collaboration
- IT asset management
Timeline
Desktop Support Technician
Harry and David
07.2021 - Current
Desktop Support Technician II (Contractor)
IBM
04.2021 - 07.2021
System Analyst II (Contractor)
Department of Labor
05.2020 - 10.2020
Desktop Support Technician II
Katz Broadcasting
07.2019 - 02.2020
Desktop Support Technician
Pomeroy IT Solutions
02.2017 - 06.2019
Desktop Support Technician
St. Michael's Medical Center
11.2016 - 02.2017
IT Consultant
Showtyme Computer Services
01.2014 - 12.2017
Desktop Support Technician II
Deutsche Bank
05.2013 - 01.2014
Technical Diploma - Computer Networking
Lincoln Technical Institute