Nikita Gorbunov

• Developed training materials for staff on updated procedures and best practices in financial operations.
• Reduced errors by implementing standardized procedures and training staff on best practices.
• Implemented new technologies to optimize processes and improve overall performance.
• Facilitated knowledge sharing among team members through regular meetings focused on updates about ongoing projects.
• Coached team members on operational best practices, enhancing their skills and improving overall performance levels within the department.
• Manage multiple projects concurrently, ensuring deadlines were met without compromising quality.
• Enhance customer satisfaction levels through timely resolution of issues and proactive communication.
• Collected, arranged, and input information into database system.
• Export and import highly sensitive files from third party vendors using encrypted channels
• Utilize SQL and FileZilla to retrieve sensitive files and make them accessible for adjusters
• Implemented SnagIT and Bitwarden in order to improve current work flow within the organization
• Cleared, organized, and standardized old as well as new inventory which included laptops, monitors, cables, tools, printers and several other peripherals
• Spearheaded the removal and upgrade of expiring Adobe license for 15 users

Sergeant - Team Leader

• Maintain security and functionality of computers, switches, and routers for brigade level personnel
• Provide communication abilities for company and brigade level personnel
• Responsible for establishing and troubleshooting connections via VSAT
• Installed, maintained and diagnosed WAN/WLAN networks
• Set up multi-spectrum targeting system (MTS)
• Monitor integrity of computer network and address potential threats
• Thorough knowledge of Cisco network components, including routers and switches
• Responsible for installing, maintaining, and troubleshooting peripheral devices, such as printers (Brother, HP, Epson, Canon, Bizhub, colored, black and white) scanners (Brother, Epson, Bizhub, Fujitsu).
• Designing, deploying, and maintaining LANs in austere locations
• Manage both classified and unclassified data as well as systems in military and government environments, to include network separation and encryption devices
• Installed, maintained and troubleshot Cisco 2960 and 3400 series switches which included base setup such as password encryption, naming, and port assignments.
• Configured the Cisco switches to seamlessly mesh in LAN and WAN configurations

• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided Tier 1 support to non-technical internal and external users through desk side support services.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Assisted with updating technical support best practices for use by team through Sharepoint
• Researched product and issue resolution tactics to address customer concerns.
• Escalated issues to Tier 2, Tier 3, and Network Engineers techs using the chain of Escalation
• Dispatched to customer premises to troubleshoot issues or assist in deploying hardware and software
• Managed high-volume support tickets using ConnectWise, effectively prioritizing tasks to maximize productivity and customer satisfaction.
• Provided remote assistance for customers using N-Able, enabling timely resolutions to complex technical problems.
• Developed strong relationships with customers, fostering trust and loyalty through consistent high-quality service delivery.
• Enhanced team collaboration by sharing knowledge and expertise on various technical issues either by updating manuals in Sharepoint or by assisting the team directly.
• Managed high levels of call flow using Nextiva and responded to technical support needs.
• Used PowerShell scripting knowledge for administrative services such as sharing or creating permissions for profiles or calendars
• Managed and maintained active directory services such as creating and deleting profiles, matching or assigning permissions, changing passwords, and creating or editing groups
• Setup network profiles, security permissions and file sharing systems using Active Directory or Microsoft Admin Center

• Assisted deputies, civilian workers, and contractors in resolving various issues from changing passwords to swapping out hardware
• Maintain accurate inventory of each department as well as new equipment coming in through Excel
• Escort various contractors around county jail facilities to perform their specific duties
• Image computers and laptops for incoming personnel as well as to replace damaged hardware using onsite imaging server
• Responsible for assisting deputies and civilians with checking in and checking out equipment such as cellphones, computers, and printers
• Send in equipment to vendors for repair or fix equipment on site
• Responsible for installing, maintaining, and troubleshooting peripheral devices, such as printers (Brother, HP, Epson, Canon, Bizhub, colored, black and white) scanners (Brother, Epson, Bizhub, Fujitsu).

• Monitor Ethernet fiber that span from New York to Texas and also ethernet fiber that span from Pennsylvania to Illinois using SNMPc
• Monitor core devices and cell sites that are attached to the fiber as well as any devices sharing connectivity with the core devices using SNMPc, and Solarwinds
• Assist customers and carriers in troubleshooting and working together to find the solution using basic troubleshooting methods
• Dispatch technicians to resolve small issues or outages on customer and carriers premises
• Troubleshot hardware and software to determine and rectify network problems using SNMPc.
• Facilitated knowledge transfer among teammates via regular presentations on best practices and lessons learned from significant incidents or projects completed successfully within the NOC.
• Minimized downtime through rapid diagnosis and repair of hardware and software failures.
• Maximized network stability by performing routine maintenance tasks such as patching, updates, and backups according to established schedules with other team members.
• Collaborated with engineering teams to troubleshoot complex issues, often leading to long-term solutions that benefited the entire organization.
• Played a crucial role in disaster recovery efforts, ensuring minimal disruption to critical business functions during unexpected events such as power outages or natural disasters such as hurricanes.
• Increased uptime and reliability by proactively monitoring network systems and devices using SNMPc and Solarwinds
• Installed, maintained and troubleshot Cisco 3400 switches and Cienas 3930 switches which included assisting network engineers in configuring these devices