Nicholas Godwod

• Used ticketing systems to manage and process support actions and requests.
• Logged support tickets and closed when issues were resolved.
• Prepared references for users by writing clear operating instructions.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Documented support interactions for future reference.
• Coached and trained end-users on functions, features and basic troubleshooting of software such as Ascend and Sharepoint.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.

• Monitored team performance, adhered to service level agreements and provided detailed job training
• Bolstered sales and inventory management by effectively controlling daily parts program activities
• Technical lead for Point of Service system transfer and maintenance
• Met with customers to discuss service needs and offer available solutions.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Developed plans to safeguard computer files against modification, destruction or disclosure.
• Recommend improvements in security systems and procedures.
• Trained 6 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service

Key Projects

• Worked with vendors to install a new POS system including related hardware, network configuration, SQL database backups, LAN security, a new connectivity solution, and a new automated backup server

• Build, maintain and update website services/store signage
• Provided IT support to non-technical internal users through desk side support services
• Performed statistical analyses to gather data for operational and forecast team needs.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget

Key Projects

• Installed new hardware between both stores with a network share. Built and maintained new work PC's to stay up to date with the demanding sales infrastructure
• Updated our SQL database to normalize data structure
• Updated website with quarterly and yearly material to drive sales initiative. Used inline CSS and HTML to bolster the website look
• Managed all custom graphics, page composition, and branding for this client, leading to a 20% Q/Q jump in sales