Nolan Melhart
McAllen,TX
Summary
Seasoned Senior Customer Support Engineer with solid background in troubleshooting complex software issues and ensuring customer satisfaction. Strong expertise in providing technical support, managing cross-functional teams and implementing innovative solutions to improve customer integration with technnology. Skilled at fostering positive client relationships through clear communication and prompt issue resolution.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Engineer
Veeam Software
Columbus, Ohio
07.2022 - Current
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
- Analyze logs and collect information from customers to accurately identify the root cause of an issue.
- Ensure proper documentation of all customer interactions including call notes and resolution details.
- Consistently maintain top CSR1 and CSR2 scores within my team, including top amount of closes year to date as of now.
- Take over cases for side escalation as needed.
- Mentor employee in training.
Technical Support Manager
Taglerock Managed IT Servcies
McAllen, TX
08.2015 - 10.2019
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Developed and implemented training programs for new team members.
- Performed root cause analysis on recurring problems encountered by customers.
- Maintained system documentation and tracked hardware and software inventory.
- Monitored network performance, identified areas for improvement, and took corrective action as needed.
Education
Bachelor of Science - Computer And Information Technology
South Texas College
Mcallen, TX08-2021
Associate of Applied Science - Networking Specialist
South Texas College
Mcallen, TX05-2012
Skills
- Hypervisors Configuration and Troubleshooting: Hyper-V and VMware
- SQL: PostgreSQL and Microsoft SQL
- Windows Server 2008 - 2022
- Mid-level Linux Bash Scripting and Administration
- Software and Hardware Diagnostics
- Network Configuration and Diagnostic
- Wireshark
- Training and mentoring
- Remote Support
Timeline
Senior Customer Support Engineer
Veeam Software
07.2022 - Current
Technical Support Manager
Taglerock Managed IT Servcies
08.2015 - 10.2019
Bachelor of Science - Computer And Information Technology
South Texas College
Associate of Applied Science - Networking Specialist
South Texas College
Similar Profiles
PANKAJ JAISWALPANKAJ JAISWAL
Senior Presales Technology Consultant at Veeam SoftwareSenior Presales Technology Consultant at Veeam Software
LIM YU HAOLIM YU HAO
Senior Sales Development Representative at Veeam SoftwareSenior Sales Development Representative at Veeam Software
Anna SewerynAnna Seweryn
Customer Success Representative Eastern Europe at Veeam SoftwareCustomer Success Representative Eastern Europe at Veeam Software
Diana AyalaDiana Ayala
Assistant Principal of Instruction at IDEA Public SchoolsAssistant Principal of Instruction at IDEA Public Schools
Julianne BryantJulianne Bryant
Corporate Trainer at Cheddar's Scratch KitchenCorporate Trainer at Cheddar's Scratch Kitchen