NICHOLAS WHITE
Killeen,TX
Summary
Adept Technical Operations Specialist with a proven track record at PDI Technologies, showcasing critical thinking and network troubleshooting prowess. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Operations Specialist
PDI Technologies
Dallas, Texas
03.2022 - Current
- Supported loyalty and payment program implementations, troubleshooting configuration issues with POS systems and network service providers in complex infrastructures.
- Provided support to internal teams in the use of various software applications and database systems.
- Responded promptly to customer inquiries regarding technical issues or service requests.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Collaborated with Program Managers to perform technical configurations and provide technical reference documentation for proprietary systems, benefiting Fortune 500 companies globally.
- Setup and configured new customers to ensure network connectivity and real-time communication between retail site locations and loyalty systems.
- Provided 2nd-level support for existing customer connectivity and application issues, managing a queue of requests for system configurations and loyalty host configurations.
- Analyzed XML, JSON, and HTML logs using manual and self-automated techniques.
NOC Technician
Spectrum
Austin, TX
01.2022 - 03.2022
- Monitored network performance to detect potential issues or outages and take corrective action.
- Analyzed system logs and identified potential issues with computer systems.
- Performed troubleshooting to diagnose and resolve technical issues related to networks.
- Offered support in maintaining the cell tower-based WAN infrastructure.
- Resolved routing, wireless and other network-related issues.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Communicated technical information in easily understood terms to non-technical individuals.
- Maintained positive working relationship with fellow staff and management.
- Entered commands and observed system functioning to verify correct operations and detect errors.
Network Analyst
GTT Communications Inc.
Austin, TX
10.2019 - 12.2021
- Troubleshot and maintained networking devices such as switches, routers, and firewalls across the entire enterprise.
- Streamlined network operations by proactively communicating with vendors to troubleshoot and resolve network outages, minimizing periods of reduced performance.
- Assisted in troubleshooting complex networking problems related to LAN and WAN communications.
- Resolved customer service requests related to networking issues in a timely manner.
- Responded to client requests for technical support by phone, email and inter-office chat service.
- Assisted various departments in maintaining network security by configuring remote routers and firewalls.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Monitored system logs for errors or irregularities that may indicate a potential problem.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Technical Analyst
Centrada Solutions
Irving, TX
10.2018 - 10.2019
- Optimized ticketing system for faster support call handling.
- Identified negative trends in hardware performance and system issues, reporting findings for remediation.
- Analyzed business requirements to develop technical solutions that meet customer needs.
- Performed detailed analysis of existing systems and identified areas for improvement.
- Provided technical support to users, troubleshooting system issues and resolving problems in a timely manner.
- Implemented security measures to protect information from unauthorized access or manipulation by external sources.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Managed end-user accounts and permissions, ensuring proper provisioning of access rights aligned with security best practices and SLA policies.
- Documented all transactions and support interactions in the system for future reference and knowledge base updates.
- Performed root cause analysis for reported incidents with a focus on identifying potential systemic problems.
- Troubleshot program and system malfunctions to restore normal functioning.
- Assisted with daily administration tasks such as password resets, account creation and deletion requests.
- Managed user accounts within an Active Directory environment according to company policies.
- Participated in after-hours emergency response rotations when needed.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Resolved customer service requests related to networking issues in a timely manner.
Education
Computer Science -
University of North Texas
Associates Degree -
North Central Texas College
Skills
- Decisive
- Critical Thinking
- Time Management
- Attention to Detail
- Network Troubleshooting
- Escalation management
- Active Directory
- Service Now
- Salesforce
- Jira
- Team Collaboration
- Configuration Management
- SLA management
- Network Security
- Customer Support
- Network Administration
- LAN/WAN
- Computer Diagnostics
- Help Desk Support
- Incoming Call Management
- Excellent Communication
- Remote Technical Support
- Hardware Management (RAID, CPU, RAM)
Certification
- CCNA, 06/01/18, 06/01/21 (renewal in progress)
- Network+, 11/01/19, 11/01/22
- Security+, 10/01/20, 10/01/23
Languages
English
Native/ Bilingual
Japanese
Limited
References
References available upon request.
Timeline
Technical Operations Specialist
PDI Technologies
03.2022 - Current
NOC Technician
Spectrum
01.2022 - 03.2022
Network Analyst
GTT Communications Inc.
10.2019 - 12.2021
Technical Analyst
Centrada Solutions
10.2018 - 10.2019
Computer Science -
University of North Texas
Associates Degree -
North Central Texas College
- CCNA, 06/01/18, 06/01/21 (renewal in progress)
- Network+, 11/01/19, 11/01/22
- Security+, 10/01/20, 10/01/23
Similar Profiles
HANA THOMPSONHANA THOMPSON
PRODUCT OWNER at PDI TECHNOLOGIESPRODUCT OWNER at PDI TECHNOLOGIES
Bobby OwensBobby Owens
Call Center Agent at PDI TechnologiesCall Center Agent at PDI Technologies
J. SYED SABEERJ. SYED SABEER
Customer support Analyst I at PDI TechnologiesCustomer support Analyst I at PDI Technologies