Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Nicholas Blake

Lafayette,Indiana

Summary

IT Operational Manager with a proven track record at EXOS IT. Adept at troubleshooting hardware and software challenges. Proficient in Windows server management and Active Directory. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

22
22
years of professional experience
2
2
Certification

Work History

IT Operational Manager

EXOS IT
02.2024 - Current
  • Managed two tier 1 helpdesk technicians.
  • Worked tickets that were escalated to me.
  • Created an IT budget for the City of Lebanon and the Lebanon Utilities.
  • Worked with Vendors for Procurement and IT related projects.
  • Communicated with EXOS management and Stakeholders at the City of Lebanon.
  • Complied with SLA, my team had an average response time of 5 minutes and average resolution time of 1.5 hours.
  • Have maintained a CSAT of 100%.


Help Desk Analyst Tier 1

EXOS
11.2022 - 02.2024
  • Used Connetwise Manage ticketing systems to manage and process support actions and requests.
  • Documented interactions.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided on-call support for critical issues.

Advanced Repair Agent

Best Buy
05.2021 - 11.2022
  • Troubleshoot customer PC's and repaired them.

Material Handler

Frito Lay
10.2003 - 11.2020

Education

Network Infrastructure

IVY Tech Community College of Indiana
Lafayette, IN

Skills

  • Adept at troubleshooting hardware and software challenges
  • Strong interpersonal skills
  • Management of Office 365 environments
  • VMware administration
  • Windows server management
  • Unifi switch management
  • Experience with Dell Unisphere administration
  • Fortigate firewall management
  • Active Directory management
  • Experience with GPOs

Certification

  • CompTIA A+ Certification
  • CompTIA Net + Certification

Timeline

IT Operational Manager

EXOS IT
02.2024 - Current

Help Desk Analyst Tier 1

EXOS
11.2022 - 02.2024

Advanced Repair Agent

Best Buy
05.2021 - 11.2022

Material Handler

Frito Lay
10.2003 - 11.2020

Network Infrastructure

IVY Tech Community College of Indiana

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Nicholas Blake