Nicholas Doan
Meridian
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings proven abilities in team management, remote support, and technical issue resolution. Expertise in decision-making and complaint resolution to drive enhanced customer satisfaction and operational efficiency.
Overview
20
20
years of professional experience
Work History
Technical Lead
Enphase Energy
07.2022 - 01.2026
- Led team in resolving technical issues, enhancing customer satisfaction and support efficiency.
- Developed training materials for new hires, improving onboarding process and knowledge retention.
- Analyzed support ticket trends to identify areas for process improvement and service enhancements.
- Collaborated with cross-functional teams to streamline communication and resolve complex customer inquiries.
- Mentored junior staff on troubleshooting techniques, fostering skill development and confidence in problem-solving.
- Mentored junior team members, helping them develop critical problem-solving skills and technical expertise.
- Diagnosed and troubleshot hardware and software issues.
Technical Support Representative
T-Mobile
03.2015 - 07.2022
- Resolved technical issues for customers via phone and chat support.
- Provided in-depth product knowledge to assist customers with inquiries.
- Documented customer interactions within CRM systems for effective case tracking.
- Collaborated with cross-functional teams to enhance service quality and efficiency.
- Mentored new representatives on best practices and troubleshooting techniques.
- Analyzed recurring issues to identify opportunities for process improvements.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Correctional Sergeant
Idaho Department Of Corrections
03.2006 - 04.2014
- Supervised daily operations within correctional facility to ensure safety and compliance with regulations.
- Coordinated inmate activities, maintaining order and security throughout the facility.
- Trained and mentored junior staff on protocols and emergency response procedures.
- Managed incident reports, ensuring accurate documentation of events for review and analysis.
- Maintained order and security in the correctional facility by enforcing rules, regulations, and procedures.
- Supervised numerous employees and performance of tasks and managed thousands of offenders.
- Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders.
- Evaluated job performance of subordinate staff members regularly while providing constructive feedback for improvement opportunities.
- Completed daily work report sheets and delegated tasks to employees.
Education
Bachelor of Arts - Criminal Justice Administration
Boise State University
Boise, ID06-2004
Skills
- Remote support
- Team management
- Escalation handling
- Decision-making
- Technical Issues Analysis
- Account Management
- Complaint Resolution
Timeline
Technical Lead
Enphase Energy
07.2022 - 01.2026
Technical Support Representative
T-Mobile
03.2015 - 07.2022
Correctional Sergeant
Idaho Department Of Corrections
03.2006 - 04.2014
Bachelor of Arts - Criminal Justice Administration
Boise State University