Nicolas Kitchok
Anchorage,AK
Summary
Proficient IT Support Technician known for exceptional problem-solving abilities and technical communication skills. Successfully managed support requests and documented processes to streamline operations while maintaining high customer satisfaction.
Overview
12
12
years of professional experience
Work History
I.T. Support Technician and Help Desk
Spec Pro Inc.
San Antonio, Texas
10.2016 - 11.2021
- Diagnosed technical issues for hardware and software systems.
- Provided troubleshooting support for clients via phone and email.
- Installed and configured new computer systems and peripherals.
- Documented support processes and created user guides for staff.
- Collaborated with team members to improve service delivery standards.
- Maintained inventory of technical supplies and equipment for operations.
- Resolved customer inquiries efficiently to enhance user satisfaction.
- Assisted in the development and implementation of new processes related to IT support activities.
- Educated customers about available products and services that may enhance their computing experience.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Maintained accurate records of customer interactions and service requests.
- Generated reports and updated files and documentation.
- Configured user accounts, passwords, file permissions, and email accounts as needed for client use.
- Resolved network connectivity problems for customers utilizing various networking protocols.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Provided technical support to customers via phone, email and remote access applications.
- Generated inventory reports detailing assets such as hardware, software licenses and peripherals.
- Answered use and repair questions via in-person, email, and telephone requests.
- Diagnosed system errors and troubleshot technical issues for clients.
- Installed, configured and maintained hardware and software components of computer systems.
- Resolved escalated customer complaints in a timely manner.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Monitored performance of computer systems regularly to ensure they are running optimally.
- Provided guidance regarding best practices for using computer systems efficiently and securely.
- Tracked all open tickets in a ticketing system database with complete resolution details.
- Developed and maintained strong relations with customers to meet quality expectations.
- Used remote login tools to assist clients with technical and product questions.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Stayed abreast of latest software developments to enhance job knowledge.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained up-to-date case documentation for future reference.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Performed routine maintenance and software updates on support tools and customer systems.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Participated in after-hours on-call rotation for critical support needs.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
I.T. Tech Support Intern
Spec Pro Inc
San Antonio, Texas
11.2009 - 04.2013
- Provided technical support for software and hardware issues across company departments.
- Assisted in troubleshooting network connectivity problems for end-users and devices.
- Documented user inquiries and resolutions in a ticketing system for reference.
- Collaborated with team members to resolve complex technical challenges efficiently.
- Managed inventory of IT supplies, ensuring availability of necessary equipment.
- Participated in training sessions to enhance knowledge of emerging technologies.
- Provided assistance in setting up new computers, printers, and other IT-related equipment.
- Helped maintain documentation related to IT procedures and processes.
- Diagnosed and repaired computer systems, including laptops, desktops, tablets, printers, networks.
- Performed daily system checks to ensure optimal performance of all computer systems.
- Upgraded existing hardware components as per company needs.
- Installed applications on users' computers according to company standards.
- Managed inventory of IT equipment and supplies; reordered when necessary.
- Assisted customers with technical support inquiries, troubleshooting hardware and software issues.
- Developed customer service skills to effectively communicate with clients over the phone and through email.
- Provided remote support for users located offsite via telephone or online chat services.
- Created user accounts in active directory as needed by team members or clients.
- Backed up data on regular basis and consistently updated disaster recovery procedures to prepare for security incidents.
- Served as a point of contact for internal staff requiring technical assistance or advice.
Education
Computer Repair
Alaska Job Corps
Palmer, AK06-2006
Some College (No Degree) -
MatSu Community College
Palmer, AKSkills
- Network troubleshooting
- Hardware installation
- Software configuration
- Technical documentation
- Systems maintenance
- Client support
Languages
Native Alaskan Yupik
Professional
Timeline
I.T. Support Technician and Help Desk
Spec Pro Inc.
10.2016 - 11.2021
I.T. Tech Support Intern
Spec Pro Inc
11.2009 - 04.2013
Computer Repair
Alaska Job Corps
Some College (No Degree) -
MatSu Community College