Nicholas Doffing
Eugene
Cincinnati,Ohio
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
24
24
years of professional experience
1
1
year of post-secondary education
Work History
Technical Support Representative
Humana
Cincinnati, OH
11.1998 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
Education
Associate of Science - Mechanical Engineering
Thomas Nelson Community College
Hampton, VA 01.1994 - 05.1995
Skills
Technical issues analysis
Desktop support
TCP/IP
Data recovery
Account management
PC component diagnostics
User credential management
Videoconferencing
Network diagnostics
Technical Support
Windows 10
Timeline
Technical Support Representative
Humana
11.1998 - Current
Associate of Science - Mechanical Engineering
Thomas Nelson Community College
01.1994 - 05.1995