Nicole M. Darling
Manchester
Overview
18
18
years of professional experience
Work History
Customer Success Specialist
NHVoIP
01.2025 - Current
- Supported customers such as Police departments, Schools, Municipalities, and businesses on anything necessary.
- Assisted customers on items such as Time conditions, IVR recordings and mapping, porting, E-911 services, directories, call forwarding by Using FreePBX, Grandstream Unified Communications systems like GDMS, and carriers such as Broadband.
- Set up Speakers and IP Phones for schools in bulk by location and device, by scanning mac addresses, creating and assigning sip accounts, naming extensions, adding email for voicemail, creating and using templates, along with admin side panels with up to 100 customized buttons.
- Created user guides and documentation on internal billing site, that includes customer histories, and for devices we sell and use such as Grandstream Wave and IP phones.
Onboarding Specialist & Tech Support
AP Easy
01.2018 - 08.2024
- Facilitated onboarding processes for new hires, ensuring company and Hipaa compliance.
- Developed and implemented training programs to enhance engagement of clients and internal teams to streamline the onboarding process and improve efficiency.
- Collaborated with cross-functional teams to align onboarding strategies with organizational objectives such as completing "Final Patient Reports."
- Managed multiple onboarding customer projects simultaneously, ensuring timely completion while maintaining high-quality standards.
- Met weekly with each client to build and test all functionality prior to scheduled date to go live.
- Worked with pathology lab staff on use of printers and scanners to integrate with APEasy.
Windows Server Support
FairPoint Communications
01.2014 - 12.2017
- Created and monitored all daily tickets using Service NOW and Remedy until closure.
- Supported users with Director and Citrix profile server for their virtual machine issues.
- Troubleshoot failed backups on Networker and Data Domain, prepared tapes for backups to go offsite and any backup copies that remain on site.
- Create user accounts and security groups on Active Directory. Ensure all file security group issues along with password lockouts, are resolved in a timely manner.
- Provide day-to-day, on-call support in an Exchange environment.
- On call support for any of the internal IT teams issues or problems that arise.
- Supported over 200 servers in the Production Data Center in Manchester, NH and Purchased by Consolidated Communications 2017.
Mobile Device Plan Manager
Fairpoint Communications Inc
01.2008 - 01.2017
- Manage and handle daily orders, activations and troubleshooting for over 3000 phone and MIFI lines.
- Requests for devices and troubleshooting, handled internally with ticketing systems BMC Remedy and Service NOW.
- Utilized Verizon’s My Biz/VEC site to manage the account and plans based on needs.
- Distributed and set up Management and Union employees’ company mobile devices based on employment functions. Helped users set up Mobile Device Management (Mobile Iron) Apple IOS and Android devices.
- Saved company $200,000.00 for 2018 on Verizon Wireless account by updating plans, and re-purposing lines and devices.
Lead IT Operations Analyst
Fairpoint Communications Inc
04.2008 - 01.2014
- 1st shift supervisor managed 2 employees. Delegated tickets or tasks necessary to complete requests and issues that arose within the IT departments.
- Managed data backups for multiple systems, using Networker, Data Protector, and Data Domain for Disk storage.
- Monitored the network, databases, servers Unix and Windows based on alerting systems.
- Maintained Rack Tables for physical and virtual production and test environments.
- Cooperated with IT teams, to ensure all systems functioned properly.
- Hosted calls for outages, gathered IT teams for calls, sent corporate communications, Worked issues until full resolution.
Education
Information Technology
Southern NH University
General Studies - Legal Option
Northern Essex Community College
Haverhill, MAGraduate
Winnacunnet High School
Hampton, NH06-2001
Skills
- Customer Service Specialist, Windows Server, CITRIX, VMware, Active Directory, Data Domain, Networker, Data Protector, Exchange, Mobile Iron, Service NOW, Remedy
- Bandwidth, inCloud, Grandstream Device Management System (GDMS), Unified Communications, Grandstream Wave, Free PBX, Dialgate, E911
Timeline
Customer Success Specialist
NHVoIP
01.2025 - Current
Onboarding Specialist & Tech Support
AP Easy
01.2018 - 08.2024
Windows Server Support
FairPoint Communications
01.2014 - 12.2017
Lead IT Operations Analyst
Fairpoint Communications Inc
04.2008 - 01.2014
Mobile Device Plan Manager
Fairpoint Communications Inc
01.2008 - 01.2017
Information Technology
Southern NH University
General Studies - Legal Option
Northern Essex Community College
Graduate
Winnacunnet High School