NICHOLAS D'AMATO
Pewaukee,WI
Summary
With a robust foundation in IT Networking, excelled in various roles, rapidly acquiring new skills and optimizing systems. Expertise extends beyond technical proficiency to understanding the broader business impact of work. Dedicated to streamlining operations, solving problems
efficiently, and enhancing user experience. Seeking opportunities to contribute meaningfully to both an IT team and the overall success of the company.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Administrator
Wolter Inc.
12.2023 - 07.2024
- Handled 50-60 tickets weekly for end-user support, covering software installation, troubleshooting, and account setups, consistently meeting user needs.
- Streamlined PC setups for new users by creating PowerShell scripts, reducing setup time by 30% and enhancing system configuration efficiency with Active Directory, Group Policy, SQL, Exchange, and Office 365.
- Delivered training sessions on software and hardware usage, improving user proficiency and reducing recurring issues by 20%.
- Configured and maintained devices to ensure 99% operational uptime for all hardware and peripherals.
Service Desk Technician - Contract
CTAcess
07.2023 - 12.2023
- Managed 20-30 tickets daily across multiple client companies, maintaining IT infrastructure and ensuring quick, effective resolution of technical issues.
- Delivered exceptional support with a 95%+ satisfaction rating, reinforcing a strong commitment to customer service.
- Proactively monitored and maintained network stability, achieving 95%+ system uptime and preventing potential disruptions.
- Resolved diverse technical issues at the inside support desk, minimizing operational disruptions and ensuring smooth daily operations.
IT Help Desk Specialist 2
City Of Wauwatosa
01.2023 - Current
- Provided Tier 2 support for over 200 end users across multiple locations, handling both in-office and remote technical issues efficiently.
- Managed an average of 40–60 help requests weekly via telephone, email, and the IT support ticketing system, ensuring each interaction remained courteous and solution-focused.
- Achieved a 90%+ resolution rate on issues such as user login problems, account unlocks, password resets, and printing issues, minimizing disruptions for end users.
- Delivered citywide support for over 15 essential end-user applications, keeping operations smooth and minimizing downtime.
Desktop Support Specialist
Batteries Plus Bulbs
04.2022 - 12.2022
- Configure desk and equipment setup for new/existing users
- Collaborate on laptop upgrade project to replace old hardware
- Experience working with ticketing software and proper routing/escalation
- G-Suite knowledge/skills creating new users and updating existing ones
- Inventory management (Snipe-IT) to manage assets checked out to users
- Provide Tier 1 support for users in office and remote locations
Service Advocate
Target
06.2021 - 03.2022
- Responsible for using their Zebra technology to pull orders
- Collaborated with other team members to make sure all guests are served in timely manner
- Analyzed customers' issues and complaints and initiated corrective actions
Education
Associate of Arts - IT Network Specialist
Milwaukee Area Technical College
Milwaukee, WI05.2023
Skills
- Microsoft Office
- Android & IOS
- Active Directory
- Software Installation
- Computer Hardware
- Troubleshooting
- Customer Service
- Computer Imaging
Certification
- CompTIA A+ (CompTIA) – Earned
2024 - CompTIA Network+ (CompTIA) –
Earned 2024 - Cisco Certified Network Associate
(CCNA) (Cisco) – Earned 2022 - Microsoft 365 Certified: Modern
Desktop Administrator Associate
(Microsoft) – In Progress, Anticipated by
end of 2024
Timeline
Technical Support Administrator
Wolter Inc.
12.2023 - 07.2024
Service Desk Technician - Contract
CTAcess
07.2023 - 12.2023
IT Help Desk Specialist 2
City Of Wauwatosa
01.2023 - Current
Desktop Support Specialist
Batteries Plus Bulbs
04.2022 - 12.2022
Service Advocate
Target
06.2021 - 03.2022
- CompTIA A+ (CompTIA) – Earned
2024 - CompTIA Network+ (CompTIA) –
Earned 2024 - Cisco Certified Network Associate
(CCNA) (Cisco) – Earned 2022 - Microsoft 365 Certified: Modern
Desktop Administrator Associate
(Microsoft) – In Progress, Anticipated by
end of 2024
Associate of Arts - IT Network Specialist
Milwaukee Area Technical College
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