Nicholas Balli
Piedmont
Summary
Dedicated military veteran with a robust IT professional background, actively pursuing opportunities in the IT Specialist field. Expertise includes installing and configuring hardware and software, as well as managing complex administrative systems. Recognized for adaptability and strong communication skills, complemented by meticulous attention to detail and a commitment to upholding policy guidelines and regulations. Proven ability to deliver effective solutions in fast-paced environments while maintaining high standards of service.
Overview
4
4
years of professional experience
Work History
Desktop Administrator Sr. | Executive IT Specialist
Paycom
06.2024 - Current
- Assisted users in diagnosing and resolving software-related problems to maintain operational efficiency.
- Assisted in creating user-facing documentation for various processes. Supported IT departments by providing necessary documentation and guidance. Collaborated with teams to streamline documentation efforts.
- Utilized MECM tools, including logs, to enhance troubleshooting processes for software deployments and client-related challenges.
- Diagnosed and resolved issues related to Horizon VDI instances.
- Executed troubleshooting procedures for software deployments by integrating PowerShell and right-click tools with MECM.
- Managed enterprise-wide computer performance to ensure optimal functionality through effective utilization of ControlUp management tools.
Technical Support Analyst
Paycom
07.2023 - 06.2024
- Directed training programs for new hires, overseeing weekly sessions on hardware and software troubleshooting.
- Managed daily operations of timeclock hardware and software support, ensuring efficient user issue resolution.
- Responded to approximately 30 incoming calls to facilitate effective technical support and IT help desk services.
- Performed maintenance on timeclocks to ensure operational efficiency and facilitated hardware replacements for client satisfaction.
- Diagnosed and resolved LAN/WAN connectivity issues affecting timeclock functionality.
- Collaborated in troubleshooting and optimizing Paycom software time and attendance application.
- Monitored and recorded hardware issues, coordinating follow-up actions for effective replacements.
PC Technician Break/Fix Support
Apex Systems
05.2023 - 07.2023
- Executed client-side desktop support for initial computer setup.
- Configured computer images for department groups to meet specific needs. Provided equipment support for customers to enhance operational efficiency.
- Administered inventory processes for parts and laptops to enhance accountability operations.
- Executed secure handling and proper decommissioning of storage drives.
Help Desk Support Tier 2
Apex Systems
05.2022 - 05.2023
- Supervised and supported service desk agents in troubleshooting customer computer application and printer equipment issues.
- Oversaw help desk activities related to computer asset management and software preparation for operational readiness.
- Delivered comprehensive service desk support to Boeing customers addressing software, hardware, and voice/data device issues.
- Coordinated efforts to address Boeing application service tickets, maintaining rapid response times to limit impact on critical operations within Boeing Defense and associated contractor divisions.
- Utilized ServiceNow ticketing platform to streamline ticket management processes and enhance customer support operations.
- Facilitated resolution of complex application support issues through video chat, secure remote access, and VoIP communication.
Education
Bachelor of Science - Criminal Justice
ECPI University
Newport News, VirginiaAssociates of Science - Computer Information Systems, concentration in Cyber and Information Security Technology
ECPI University
Virginia Beach, VirginiaSkills
- Microsoft Active Directory
- Microsoft Endpoint Configuration Manager Administration (MECM)
- PowerShell
- Microsoft Intune
- JAMF - Apple Enterprise Management
- Network Configuration
- VDI Administration
Timeline
Desktop Administrator Sr. | Executive IT Specialist
Paycom
06.2024 - Current
Technical Support Analyst
Paycom
07.2023 - 06.2024
PC Technician Break/Fix Support
Apex Systems
05.2023 - 07.2023
Help Desk Support Tier 2
Apex Systems
05.2022 - 05.2023
Associates of Science - Computer Information Systems, concentration in Cyber and Information Security Technology
ECPI University
Bachelor of Science - Criminal Justice
ECPI University