Nicholas Cawein
Tampa,FL
Summary
IT professional with high-level technical skills and extensive exposure to a variety of networks and configurations. Diversified business knowledge and commitment to customer satisfaction leading to optimum interactions and rich work cultures. Seeking an organization that will foster growth and encourages the pursuit for more knowledge and professional growth.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Technical Account Manager
Atlas Professional Services
Tampa , FL
2022.08 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with C-Suite to address organizational goals in relation to customer success objectives.
System Engineer
Atlas Professional Services
Tampa , Florida
2021.11 - 2022.08
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Analyzed security logs to determine and alleviate network threats.
- Administered and supported Microsoft 365 services such as Teams, SharePoint, OneDrive, Exchange.
- Assisted clients with resolving network problems at remote locations.
- Completed software updates and assessed security patches for optimized computer use.
- Delivered helpdesk service and support to customers.
- Worked with vendors to conduct RMA's and bug reporting
- Documented system configuration, mapping and processes.
- Optimized networked software and operating systems by applying updates and patches.
- Verified compliance with applicable performance metrics and compatibility expectations.
- Researched software and systems products to determine purchase recommendations.
Jr Systems Administrator
PeopleGuru
Tampa , FL
2019.11 - 2021.10
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Diagnosed, troubleshot, and resolved network and system problems.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Assessed business needs and problem areas to create focused solutions such as creation of shipping & inventory logs to streamline billing and record-keeping processes.
- Reduced expenses of up to $20,000 and increased productivity by evaluating and adopting new technologies to address changing industry and organizational needs.
- Maintained and administered organization's network and environments, including computer hardware, software, applications.
- Assisted in managing and making changes to organizational firewall policies via Cisco Meraki portal.
- Provided client support on system operation and troubleshooting.
Service Desk Analyst
HighPoint Solutions LLC
Tampa , FL
2019.06 - 2019.11
- Account admin Tier 1 in AD for clients that needed access to specified distribution list and access to intranet services
- Identified and solved technical issues using variety of diagnostic tools including various RDPs, VPNs and powershell/CMD
- Installed Office software, modified and repaired proprietary enterprise hardware and resolved technical issues
- Educated clients with simple easy to follow solutions to assist in future call reduction and problem resolution
- Collaborated with vendors and Tier 2 to troubleshoot software issues and resolve problems
- Engaged end users and answered questions via email, phone, website live chat and in forums
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Removed malware, ransomware and other threats from laptops and desktop systems
- Handles multiple ticketing systems, including ServiceNow, ZenDesk and Samanage
- Troubleshoot network connectivity and VPN issues
- Configure applications on both iOS and Android devices, including email and device management
Freelancer
Self-employed
Clearwater , FL
2018.11 - 2019.06
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades
- Collaborated with clients from concept through final delivery of product or service
- Set up and configured, ticketing system for managed service provider
Work Study Student
Hillsborough County Public Schools
Tampa , FL
2018.08 - 2019.06
- Responsible for setting up lab exercises in computer lab for students
- Coordinating internal and external computer repairs for the class
- Coordinated with instructor to finalize designs and confirm requirements
- Consistently met deadlines and requirements for all objectives given
- Managed firewall, network monitoring and server monitoring on-site
Education
CSIT Certificate, Erwin technical college, Tampa, fl - Computer And Information Sciences
Erwin Technical College
Tampa, FL06.2019
Skills
- Self-directed and disciplined
- Punctual and reliable
- Able to learn and adapt quickly
- Strong familiarity with ticketing systems, CRM systems and workflows
- Strong familiarity with Microsoft365
- Strong understanding of Users and Computers(AD) and MFA
- Familiarity of SecureDocs and BitLocker
- Strong understanding of documentation and policy
- Networking troubleshooting
- Problem-solving skills
- Written and oral communication
- Strong team player
Certification
A+
Network+
Security+
Timeline
Technical Account Manager
Atlas Professional Services
2022.08 - Current
System Engineer
Atlas Professional Services
2021.11 - 2022.08
Jr Systems Administrator
PeopleGuru
2019.11 - 2021.10
Service Desk Analyst
HighPoint Solutions LLC
2019.06 - 2019.11
Freelancer
Self-employed
2018.11 - 2019.06
Work Study Student
Hillsborough County Public Schools
2018.08 - 2019.06
CSIT Certificate, Erwin technical college, Tampa, fl - Computer And Information Sciences
Erwin Technical College
A+
Network+
Security+
Measurable Results
- Managed 104 clients with monthly agreements ranging from $30,000 to $5,000 monthly recurring revenue.
- Generated over $80,000 in revenue in Q4 of 2022 and $157,000 in revenue in Q3 of 2023.
- Average 33 First Touch Resolution Tickets of 50 per week.
- Average 45 min per ticket.
- Maintained an average of 99.5% client satisfaction
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