NICHOLAS A. OLSON
Watauga,TX
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented Computer Technician with extensive experience in communications, retail and customer service using educational online platforms such as Qmlativ/Skyward, Canvas, Eduphoria, and Schoology. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Technician Specialist
Argyle ISD
- Ensure that public information activities contribute to the attainment of district goals and objectives
- Design, prepare, and edit district publications including newsletters, recruitment
- Update and create content for the district website, produce video content for the district website
- Provide technical support to district employees and teachers as technical support team
- Maintain the district inventory and maintenance records.
- Collaborated with team members to complete complex projects within established timelines.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Computer Technician
Argyle ISD
07.2014 - 03.2023
- Install, maintain and repair computers and networks
- Ensure that adequate IT infrastructure is in place and is used to its maximum capabilities
- Set up hardware and install and configure software and drivers maintain and repair technological equipment (e.g
- Routers) or peripheral devices
- Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)
- Manage security options and software in computers and networks to maintain privacy and protection from attacks
- Perform regular upgrades to ensure systems remain updated
- Troubleshoot system failures or bugs and provide solutions to restore functionality
- Arrange maintenance sessions to discover and mend inefficiencies
- Keep records of repairs and fixes for future reference
- Offer timely technical support and teach users how to utilize computers correctly.
Customer Experience Coordinator
Hoya Vision Care
06.2013 - 07.2014
- Manage new customer 'onboarding' process across all laboratories
- Conduct telephone calls with customers as follow up to key activities or milestones (training, first jobs, etc.)
- Respond to trends in customer activity (both positive and negative trends)
- Conduct follow up phone calls with 'lost accounts'
- Mobilize resources within the Hoya organization to resolve customer's issues.
Store Manager
National Vision
09.2012 - 06.2013
- With a dynamic track record of increasing profits, reducing costs, inventory and shrink, and transforming customer service
- Regionally recognized leader for sales and service
- An exceptional motivator who generates high levels of employee morale and engagement by modeling excellent service behaviors, building productive relationships with all staff, establishing high standards and coaching for performance
- An upbeat, flexible individual who genuinely enjoys change and new initiatives.
Lead Optician
Heritage Family Eyecare
01.2011 - 09.2012
- Lens and frame styling
- Contact Lens Fitting
- Inventory management supervisor
- Sales representative liaison
- Dispensing Training Opticians Supervisor
- Frame and Lens Representative Liaison.
- Built long-lasting relationships with clients through attentive follow-up care and ongoing communication regarding their eyewear needs.
- Maintained safe, clean and organized environment to increase patient comfort.
Director, Strength & Conditioning
Zone Baseball Club, Inc.
03.2008 - 11.2011
- Our Goal was to prepare Zone athletes to conquer the obstacles they face, both physically and mentally
- As part of this goal our efforts were designed to take our athletes to the peak of their personal performance so that they achieve maximum execution on the field.
Director, Support Operations
GSMotorWorks
11.2005 - 08.2007
- Accountable for all 'after sales' activity to Include: Parts & Service Allocation
- Vendor Communications
- Customer Care
- Inventory Analysis and Management
- Technical Assistance
- Sales Follow-up
- Our success in the area of Support Operations is the direct results of the efforts of four direct reports and the skills they achieved as a part of a training system and product education I authored and facilitated.
Manager, Customer Support
GSMotorWorks
05.2005 - 11.2005
- Assisting retail customers through the sales, delivery and service process
- Providing outside sales support
- Vendor communications
- Inventory control.
Inside Sales Representative
Armstrong World Industries
03.2001 - 03.2005
- Responsible for large account sales, retail/wholesale customer relations, product support, order entry, inventory control, constant communication with distributors and outside sales force, and coordination of all shipments for major distributors throughout North America
- During my tenure with Armstrong, I have achieved: 23% increase in comparable year on year sales top customer service score for four straight years.
Customer Service Representative
Armstrong World Industries
04.1999 - 03.2001
- Assisting wholesale and retail customers through the sales and delivery process
- Providing outside sales support
- Vendor communications
- Inventory control.
Education
High School Diploma -
Lexington Academy
Farmers Branch, TXWeb Development
Dev Mountain
UtahSkills
- System diagnostics
- Network Administration
- Customer Service
- Remote and Desktop Support
- Ticket management
- Technical Troubleshooting
- Software Installation and configuration
- Product Troubleshooting
Other Skills Attributes
- Strong Organizational Skills
- Strong Communications Skills
- Computer Literate
- Ability to Handle Fast-Paced Environment
- Ability to Establish Deadlines and Priorities
- Strong Customer Service Orientation
Timeline
Computer Technician
Argyle ISD
07.2014 - 03.2023
Customer Experience Coordinator
Hoya Vision Care
06.2013 - 07.2014
Store Manager
National Vision
09.2012 - 06.2013
Lead Optician
Heritage Family Eyecare
01.2011 - 09.2012
Director, Strength & Conditioning
Zone Baseball Club, Inc.
03.2008 - 11.2011
Director, Support Operations
GSMotorWorks
11.2005 - 08.2007
Manager, Customer Support
GSMotorWorks
05.2005 - 11.2005
Inside Sales Representative
Armstrong World Industries
03.2001 - 03.2005
Customer Service Representative
Armstrong World Industries
04.1999 - 03.2001
Technician Specialist
Argyle ISD
High School Diploma -
Lexington Academy
Web Development
Dev Mountain
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