Nicolas Collins

Collaborates with scientists, IT experts, and vendors to deliver solutions for system and network integration. Has implemented multiple projects that improved the efficiency, security, and reliability of the lab infrastructure and equipment.

• Maintained strict adherence to laboratory guidelines and regulations, verifying safety and protective procedures.
• Addressed and resolved complex issues and delegated tasks to crew.
• Collaborated with multidisciplinary specialists to research and develop solutions to address issues.
• Created innovative solutions to architectural problems, enabling successful project completion.
• Supports 3 Different Locations

• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
• Reduced response time with effective communication skills, ensuring customers received prompt assistance.
• Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
• Served as subject matter expert within our team for specific technologies or products, sharing knowledge with colleagues when needed.
• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
• Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Upgraded 250 computers to windows 10

• Improved site support efficiency by streamlining ticket resolution processes and communication.
• Reduced downtime for clients by proactively monitoring and addressing potential issues.
• Enhanced client satisfaction with timely and effective troubleshooting of hardware and software problems.
• Collaborated with team members to develop best practices for site support, increasing overall productivity.
• Provided crucial on-site technical assistance during critical system upgrades, minimizing disruptions to operations.
• Upgraded over 2000 computers.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.