Nicholas Hill
Jacksonville,FL
Summary
Talented IT support professional well-versed in setting up and supporting desktops and associated equipment. CompTIA A+ certified, offering a hardworking nature and advanced skills in End User Support.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Service Desk Technician
The Suddath Companies
Jacksonville, FL
10.2023 - Current
- Delivered technical support to end-users via phone, email, and chat.
- Diagnosed and resolved hardware and software issues across various devices.
- Managed service requests through ticketing systems to ensure efficient tracking of progress.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Developed user guides and documentation for common troubleshooting procedures.
- Trained new staff on service desk processes and customer service protocols.
- Provided comprehensive technical assistance for hardware, software, network, and peripheral issues.
- Monitored service desk queues, responding to inquiries and documenting resolutions within established SLAs.
Desktop Analyst
Family Support Services of North Florida
Jacksonville, Florida
05.2020 - 10.2023
- Monitoring of helpdesk issues and resolution of escalated tickets.
- Manage security of the Active Directory by creating, disabling, and auditing accounts.
- Create and continue the development of standard operating procedures.
- Maintain inventory of laptops and smartphones, and assist with device lifecycle management.
- Developing plans for projects to communicate with management and executing on these plans.
- First level vendor management and communication.
- Management of Office 365 and email environment.
- Respond to audit or documentation requests.
Client Support Engineer
Community Bank Connection
Jacksonville, FL
10.2017 - 05.2020
- Provided white glove service to all levels of users, including C-level employees at financial institutions.
- Supported the workstations, servers, and telephone systems for multiple organizations.
- Performed troubleshooting techniques to identify root cause of client's technical problems.
- Documented all pertinent information about customer inquiries and resolutions.
- Operated directly with vendors to support all externally managed software and programs.
- Developed a documenting system to use known technical issues as training materials for other technicians.
Shift Manager
Pizza Hut
Jacksonville, FL
03.2015 - 10.2017
- Open tills and manage cash count.
- Train new employees on policies and procedures.
- Manage employee workloads during shifts.
- Monitor compliance with food preparation regulation.
- Resolve employee complaints with store manager to ensure store efficiency.
Education
High School Diploma -
Christian Light Academy
Hilliard, FL06.2012
Skills
- Communication effectiveness
- Documentation skills
- Problem-solving abilities
- Customer support focus
- Office furniture assembly
Certification
- CompTIA A+
- CompTIA IT Fundamentals
Timeline
Service Desk Technician
The Suddath Companies
10.2023 - Current
Desktop Analyst
Family Support Services of North Florida
05.2020 - 10.2023
Client Support Engineer
Community Bank Connection
10.2017 - 05.2020
Shift Manager
Pizza Hut
03.2015 - 10.2017
High School Diploma -
Christian Light Academy