Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Nick Bailey

Huffman,TX

Summary

Driven IT Pro with 5 years experience performing a wide range of skills for small to medium sized business 5-500 users. Detail-oriented with extensive experience in O365, Remote Management, and Problem Resolution. Troubleshoots technical, complex issues with ease and patience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Critical Incident Engineer, VB365

Veeam Software
09.2023 - Current
  • Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.
  • Evaluated root cause analysis results to identify trends and implement proactive measures for future prevention.
  • Enhanced customer satisfaction by promptly addressing critical incidents and providing thorough followups.
  • Maintained detailed records of all critical incidents to facilitate trend analysis and informed decision-making in future situations.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.

Specialist Engineer, VB365

Veeam Software
08.2022 - 09.2023
  • Reduced downtime with effective troubleshooting and timely problem resolution.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Supported global customers across diverse industries while adapting quickly to evolving technologies.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Consistently met or exceeded performance metrics, contributing to overall team success.

IT Support Specialist (Remote)

Gears CRM
12.2019 - 08.2022
  • Supported 500+ remote end-users
  • Supported 30+ Servers
  • Resolved diverse range of technical issues across multiple systems and applications for end-users across various time zones.
  • Managed backup and recovery of data to safeguard availability and comply with applicable regulations.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to end-users about new software or hardware.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Imaged and prepared new computers for integration into company networks and systems.
  • Performed troubleshooting to correct computer hardware and software malfunctions.
  • Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.

Technology Support

ROAR Logistics Inc.
02.2017 - 12.2019
  • Supported 50-100 end-users.
  • Patched software and installed new versions to eliminate security problems and protect data
  • Helped streamline repair processes and update procedures for support action consistency
  • Removed and replaced malfunctioning components to correct hardware problems
  • Aligned office departments and increased inter-department communication and data sharing
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Engaged end users and answered questions via email, phone, and direct messages
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Configured hardware, devices and software to set up work stations for employees
  • Developed plans to safeguard computer files against modification, destruction or disclosure
  • Analyzed, troubleshot and enhanced network performance to drive efficiency
  • Resolved issues and escalated problems with knowledgeable support and quality service

Education

Associate of Science - Network And Computer System Administration

Lone Star College System
Kingwood, TX
05.2016

Skills

  • O365 Administration
  • Troubleshooting and Diagnostics
  • Automated Endpoint Management
  • Configuration Management
  • Server and Desktop support
  • Backup and recovery
  • Hardware upgrades
  • Microsoft Office Applications
  • Windows 10, 11, and Server
  • Powershell
  • Inventory management
  • PC decommission management
  • Virus and malware prevention
  • Computer imaging
  • Hardware and software installation
  • Security best practices
  • Email account set up
  • TCP/IP

Certification

Microsoft Certified: Azure Fundamentals

Microsoft Certified: Security, Compliance, and Identity Fundamentals

Microsoft 365 Certified: Fundamentals


Timeline

Critical Incident Engineer, VB365

Veeam Software
09.2023 - Current

Specialist Engineer, VB365

Veeam Software
08.2022 - 09.2023

IT Support Specialist (Remote)

Gears CRM
12.2019 - 08.2022

Technology Support

ROAR Logistics Inc.
02.2017 - 12.2019

Associate of Science - Network And Computer System Administration

Lone Star College System

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Nick Bailey