Nicholas Shook
Cerro Gordo,IL
Summary
Knowledgeable Technical Support Representative with 6 years experience providing workable and effective solutions to customers through various communication channels. Business-minded product procurement and inventory manager for all technology needs across a multi-site campus. Experience in system upgrades and network infrastructure management. Always ready to tackle difficult electrical and mechanical issues by applying deep professional knowledge and research to address technical obstacles.
Overview
4
4
years of professional experience
Work History
Technical Services Specialist II
Richland Community College
10.2019 - Current
- Enhanced system efficiency by implementing software updates and conducting regular maintenance checks.
- Streamlined technical support processes for improved customer satisfaction and faster issue resolution.
- Optimized network performance with regular monitoring, troubleshooting, and upgrading of hardware components.
- Reduced downtime, maintaining thorough documentation of incidents and resolutions to prevent future issues.
- Trained end-users on new technologies, increasing their proficiency and reducing support requests.
- Coordinated remote support services for off-site employees, ensuring seamless access to critical systems and resources.
- Provided expert consultation on the selection of appropriate hardware and software solutions for various projects.
- Recommended replacement parts and upgrade options based on customers' specific budgets and needs.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Maintain customer satisfaction for assigned tickets.
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
- Performed diagnosis of equipment failures via in-person inspection and phone-based consultation.
- Investigated system issues and implemented resolutions to reduce downtime.
- Maintained authoritative knowledge through continued education and ongoing training.
- Developed diagrams to describe and lay out logical operational steps.
- Troubleshot systems comprised of security alarms and Internet connectivity.
- Researched and adopted new technologies to add value to existing systems.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Resolved purchasing and procurement issues efficiently and enhanced customer satisfaction ratings.
- Maintained sales tracking reports to support operational enhancements and implement corrective actions.
- Used Active Directory to maintain essential account information and maintain policies.
Education
Associate of Applied Science - Network Technology
Richland Community College
Decatur, IL05.2020
Skills
- Virtualization Technologies
- Technical Support
- Asset Management
- Telecommunications
- Software Installation
- Support Ticket Triage
- Customer Support
- Network configuration
- Hardware maintenance
- Remote Diagnosis
- Server Management
- Client Needs Assessment
- User Training
- Helpdesk administration
- Technical Guidance
- Enterprise software implementation
- IT Infrastructure Planning
- Systems Analysis
- Project Planning
- Cost Estimates
- Client Relationship Building
- Requirements Gathering
- Internal Communications
- Quality Assurance Testing
- Interdepartmental contact
- Network Administration
- Manage Department Projects
- Technical consulting
- Skilled in Cisco and HP switches
- Customer Service
- Customer Communication
- Delivery Management
- Customer Technical Support
- Organizational Skills
- Multitasking
- Effective Communication
- Adaptability and Flexibility
- Planning and coordination
Timeline
Technical Services Specialist II
Richland Community College
10.2019 - Current
Associate of Applied Science - Network Technology
Richland Community College
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