Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Nicholas Carter

Lexington,North Carolina

Summary

Experienced technician with over 9 years in desktop support and service desk. Proven track record in providing comprehensive network, software, and hardware support to diverse end-users. Skilled in troubleshooting complex issues, managing multiple projects, and fostering positive customer relationships.

Operations professional with comprehensive expertise in managing and maintaining operational systems. Proven ability to enhance operational efficiency and ensure safety protocols are followed. Known for strong team collaboration and adaptability to evolving operational needs, leveraging technical skills and problem-solving capabilities.

Diligent [Desired Position] with solid foundation in operational processes and equipment maintenance. Consistently contributed to optimizing workflow efficiency and ensuring safety compliance. Demonstrated problem-solving abilities and technical proficiency to address operational challenges effectively.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Operations Tech II

Wake Forest University Baptist Medical Center
10.2018 - Current
  • Managed all IT needs for various users within the Winston region, both remote and on-site
  • Conducted hardware installations, including desktops, printers, and networking equipment, ensuring seamless integration and functionality
  • Collaborated closely with internal and external teams to troubleshoot complex technical issues and deliver effective solutions, primarily within the research area
  • Assisted with large-scale projects involving thousands of devices, overseeing seamless Windows 7 to 10 upgrades and system refreshes.

Desktop Support Team lead

10.2017 - 10.2018
  • Created training documentation for common desktop procedures, reducing escalations and enhancing first-call resolution rates
  • First point of escalation for field technicians
  • Collaborated with other groups within IT to resolve emerging issues within the scope of desktop support

Associate Tech II

07.2016 - 10.2017
  • Managed all IT needs including hardware and software support, new hardware deployment/moves, VoIP/digital/analog phones and printers
  • Imaging and deployment of new computer systems
  • Exposed to numerous hospital applications and environments
  • HP Printer hardware repair and maintenance (HP Laserjet P4000-4500 M600-607)
  • Maintained positive customer relationship when faced with high demand, high volume workloads
  • Assisted with projects which required coordinating with multiple different end-users, vendors, and technical staff.
  • Management of IOS and CatOS Cisco switches via telnet/SSH(Putty)

Education

Associate in Computer Science - Information Technology

Davidson County Community College
Thomasville, NC
05-2016

Skills

  • Hardware installation and troubleshooting
  • Critical thinker under pressure
  • Preventive Maintenance
  • Customer service
  • Problem resolution
  • Computer proficiency
  • Microsoft outlook
  • Administrative support
  • Account management
  • Team leadership
  • Verbal and written communication
  • Computer skills

Certification

CompTIA A+ — September 2023

Timeline

Service Operations Tech II

Wake Forest University Baptist Medical Center
10.2018 - Current

Desktop Support Team lead

10.2017 - 10.2018

Associate Tech II

07.2016 - 10.2017

Associate in Computer Science - Information Technology

Davidson County Community College

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Nicholas Carter