Nicholas Hewett
Palm Bay,FL
Summary
Dynamic IT Support Specialist with proven expertise in systematic troubleshooting and technical support previously at Software Resources Incorporated in Florida. Skilled in Salesforce application support and SLA monitoring, I excelled in managing high volumes of support tickets, ensuring prompt resolutions and enhancing client satisfaction through effective communication and collaboration.
My focus is in troubleshooting computer hardware and software issues in customer-focused environments. With my comprehensive knowledge of standard operating systems, networking protocols and technical support procedures, I am skilled in identifying and resolving complex technical problems and working with IT Teams for resolutions.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Software Resources Inc.
01.2025 - 07.2025
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
Proprietary Platforms Included:
EIS Jail Management System (CMS/JMS)
GTL Connect Network
Advantage Tech
Avaya Voicemail - Maximo Integrations
IT Support Specialist
Percepta CXM
06.2022 - 06.2024
- Lifecycle Management
- End User Management Support
- System Hardware Replacements
- IAM Creation, Provisioning and Support
- Customer/Client Compliance Contracts (SLA)
- Collaborated with teams to obtain holistic onboarding for systems and compliance
Proprietary Systems Include:
Percepta/Ford Mobility CX PLM
Product Support Specialist
MTX Group
02.2021 - 03.2022
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Escalated application performance issues to development team.
- Maintained application and client interaction reports for resolutions.
Proprietary Systems Include:
Salesforce - Based CC and AI
Education
Information And Computer Systems
Titusville High School
Titusville, FLSkills
- Systematic troubleshooting expertise
- Technical support
- Proprietary Software installation
- Salesforce Application Support
- Microsoft Office Suite Professional
- SLA Monitoring and Incident Ticket Escalation
- Hardware failure mitigation
- Avaya VM Systems
- MAXIMO Asset Management
- ServiceNow ITSM Tools
- LAN/WAN Concepts and Integrations
Timeline
IT Support Specialist
Software Resources Inc.
01.2025 - 07.2025
IT Support Specialist
Percepta CXM
06.2022 - 06.2024
Product Support Specialist
MTX Group
02.2021 - 03.2022
Information And Computer Systems
Titusville High School
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