Nicholas Lewis

• Provided technical support to public end-users for Cardano Blockchain products via email, ZenDesk, and Discord, troubleshooting hardware and software issues, cryptocurrency wallets, blockchain server nodes, mobile applications, web-browser based extensions, and standalone software running in Windows, MacOS and Linux
• Resolved 90% of customer inquiries on the first point of contact, exceeding department targets
• Investigated product bugs reported by customers, documenting steps to reproduce them accurately before escalating internally when required.
• Analyzed and traced unauthorized transactions for hacked/compromised wallets
• Demonstrated expertise in troubleshooting performance and network connectivity issues through log-file analysis (c++ and Haskell logs, browsers JavaScript outputs, console and network logs)
• Collaborated with cross-functional teams to identify and resolve complex technical problems.
• Collaborated with product development teams to test beta versions of applications, providing valuable feedback before public release.
• Identified recurring technical issues by analyzing trends in customer inquiries, providing feedback for issue resolution and product improvement.
• Developed technical documentation and support articles to ensure users can quickly access support resources to reduce downtime, being as detailed and user-friendly as possible.
• Created dashboard and ticket analytics report containing metrics for team performance.
• Created and maintained resolution templates used by team to reduce time taken to document troubleshooting process.
• Bug tracking and reporting using JIRA, and Slack APIs.
• Internal usage of G-Suite, DocuSign, Workday, Confluence, Paylocity
• Support provided via ticketing system Zendesk, Discord, and email.
• Consistently delivered CSAT scores of 96.4%, exceeding the minimum SLA of 90%

• Managed and maintained desktop support for over 1300 medical research and digital creation employees, ensuring optimal performance and minimal downtime prioritizing SLAs and ITIL standards.
• Handled a high volume of support tickets while maintaining a high level of customer satisfaction, provided support via face to face, telephone, email and ticket system ServiceNow and SharePoint either in-person or using remote technology TeamViewer.
• Installed, configured and troubleshooted hardware components including desktop/laptop, monitors, printers, scanners, peripherals and mobile devices.
• Deployed standardized machine builds and desktop and laptop images across the organization.
• Assisted users with setting up accounts, configuring settings, and troubleshooting logon/authentication problems.
• Implemented automated software deployment using tools such as Software Center Configuration Manager (SCCM) and Group Policy (GPO) to streamline application installations/upgrades across multiple workstations.
• Performed regular software updates and patches to ensure system security and stability.
• Conducted regular audits of software licenses and ensure compliance with vendor agreements.
• Developed and maintained inventory management system for tracking hardware assets.
• Maintained server room including port logging and network mapping for desk locations/IPs
• Managed users, computers and security, distribution groups using Active Directory (AD).
• Azure administration for multi-factor authentication (MFA) and Mobile Device Management (MDM) using Intune and AzureAD
• Managed Cisco IP phones using Avaya and Cisco Meraki dashboards (Created and managed users, Hunt/Pick-up Groups and soft phone issues)
• zScaler troubleshooting and administration of Internet Security e.g. firewalls, VPN, anti-virus and encryption.
• Network monitoring and traffic analysis using Wireshark
• Managed email security and troubleshooted issues with Mimecast.
• Collaborated with cross-functional teams to prioritize and escalate critical technical issues for prompt resolution.
• Collaborated with vendors/suppliers to resolve hardware, software or mobile compatibility issues.
• Developed comprehensive Standard Operating Procedures (SOPs) related to desktop management processes, user administration, software packaging, troubleshooting steps and user guidelines

• Provided Tier 2 technical support to over 50,000 Metropolitan Police end-users using VoIP, email and ticketing systems ServiceNow and Remedy, prioritizing SLAs and ITIL standards.
• Diagnosed and resolved complex technical issues, requests and queries related to hardware, software, bespoke applications and network systems.
• Handled Tier 1 escalations e.g. hardware and software issues, installations permissions, local administrator requirements, licensing restrictions.
• Carried out remote installations and upgrades for customers, ensuring minimal disruption to their operations.
• Collaborated with third party vendors and suppliers for break-fix hardware repair/replacement
• Deployed automated software installations using Software Center Configuration Manager (SCCM) and Group Policy (GPO)
• Provided remote technical support for Office 2003/2010/2013/2016 / Windows 7/8.1/10 / Windows Server 2016 using Remote Control Viewer and Remote Desktop.
• Troubleshot enterprise logon issues e.g. hardware vs network, password and user account lockout, machine profiling issues, Single Sign On (SSO) technologies
• Supported IGEL Thin Clients and App-V using Citrix Director.
• Administrated Microsoft Exchange 2010 and 2016 (Calendar & Mailbox Permissions, Mailbox and Distribution Group creation and maintenance)
• Created and maintained user accounts and groups, shared folders and assigned permissions in Active Directory (AD)
• Updated and maintained configuration management database (CMDB) for hardware and software (license, warranty, serial numbers, machine asset numbers)
• Managed user and machine security using McAfee Endpoint, Windows Defender and BitLocker
• Possessed strong interpersonal skills in handling difficult or irate users with empathy and professionalism.
• Communicated effectively with executive level to non-technical level users, cross-functional teams and third parties
• Developed a technical knowledge base and conducted training sessions for Tier 1 support, reducing 2LS ticket volume by 8%