Open To Work
Zachary Hamel
Derry,NH
Work Preference
Summary
Support specialist with a strong foundation in technical troubleshooting and customer inquiry resolution. Demonstrates a proactive approach to resolving issues while enhancing user satisfaction through effective team collaboration and streamlined processes.
Overview
11
11
years of professional experience
Work History
IT Support Technician
Eagle Network Solutions
Bedford, NH
05.2025 - Current
- Resolved technical issues for end-users across multiple platforms and devices such as Windows and MacOS.
- Provided remote support using ticketing systems and troubleshooting tools.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Configured hardware and software installations for new employee setups.
- Trained users on software applications and best practices for technology usage.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Assisted in the implementation of new technologies and upgrades within the network.
- Performed maintenance and upgrades to existing computer systems.
- Documented procedures and solutions for internal knowledge base updates.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Managed user profiles in both on-premises AD Servers and Azure AD.
- Administered user accounts and permissions in Office 365 environment.
- Implemented authentication mechanisms such as multi-factor authentication solutions in order to strengthen user access controls.
- Configured and maintained network devices for seamless connectivity and performance.
- Created documentation detailing all aspects of the network infrastructure and its configuration.
- Participated in on-call rotation to assist clients at all hours.
IT Services Specialist
expoIT LLC
Derry, NH
04.2024 - Current
- Maintained inventory records of all IT assets including hardware, software licenses and peripherals
- Identified process improvements that could enhance customer service levels and internal efficiency.
- Monitored, maintained and troubleshooted IT service requests from customers.
- Documented processes related to systems administration activities.
- Installed system images and made client-specific configurations in Windows, macOS, and Linux-based operating systems (Ubuntu, PopOS).
- Managed user accounts and devices via Azure Active Directory.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Installed and configured end user software and tested functionality prior to deployment.
- Installed and configured AntiVirus software and resolved issues caused by malware on end user devices.
- Resolved incidents related to application usage, hardware malfunctions and other problems.
- Facilitated communication between departments regarding IT issues or projects.
- Served as the first point of contact for clients to establish device and provisioning standards, and to address issues or concerns.
- Created shipping labels and coordinated with carriers to ensure the timely delivery of customer equipment.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Created service requests and worked directly with equipment manufacturers to process RMA's and device warranty cases.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
IT Site Support Technician
Abbott Laboratories
Scarborough, ME
07.2023 - 04.2024
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users directly, via phone or remote access.
- Assisted with the deployment of new applications and updates to existing applications.
- Resolved hardware issues including replacing parts as necessary.
- Managed new hire and current user access via Active Directory
- Assisted with projects such as server upgrades, domain migration and Microsoft Teams integration.
- Participated in team meetings to discuss project status updates.
- Configured and installed new hire devices such as company laptops, desktops and cell phones
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Responded to or escalated tickets based on severity and internal policies governing responses.
IT Technician
Nerds to Go
North Hampton, NH
04.2023 - 07.2023
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- 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.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Acted as single point of contact for customers during technical faults and security-related events.
- Identified hardware issues caused by component failures using approved diagnostic tools.
- Served as network administrator by creating accounts and managing permissions for users.
- Established business relations with prospective clients.
IT Support Specialist
CLYNK
South Portland, ME
07.2022 - 04.2023
- Deliver local and remote Tier 1 IT support for hardware and software to company personnel.
- Use remote login tools to assist clients with technical and product questions.
- Configure and install Windows PCs at client businesses
- Install and configure network equipment such as switches, routers, access points and firewalls and new install locations
- Routinely maintain network devices such as Meraki firewalls, Cisco switches and cameras to ensure optimal functionality
- Communicate with equipment vendors and manufacturers to understand operation of new equipment and created documentation for employee reference
- Review support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Create and maintain up-to-date case documentation for future reference.
- Increase technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Troubleshoot hardware issues and work with service providers to facilitate repairs for end users.
Meat Cutter
DeMoulas Supermarkets
Biddeford, Maine
06.2019 - 07.2022
- Prepares various cuts of meats at exceptional quality in a timely manner to provide for customers throughout the day.
- Closely monitors display and refrigerator temperatures to ensure safety and quality of products.
- Supplies and trains personnel on matters of cleanliness, client interactions and various types of meat cuts.
- Accepts and examines quality and accuracy of [Number] daily meat deliveries.
- Cuts, wraps, weighs and labels orders for customers.
- Properly stores meat to decrease waste and increase product freshness span.
- Trains new employees on cleanliness, client engagement strategies and various types of meat cuts.
- Educates customers on meat choices and preparation methods to increase sales as well as customer satisfaction.
- Answers telephone inquiries about available menu items, products and services and delivers appropriate information so customers are able to make valid choices that match their needs.
- Keeps detailed records of meat cuts for accurate inventories.
- Arranges cut meat and other products in display case for customer viewing, selection, and accessibility.
- Gives exceptional customer service to guests during peak business periods, resulting in increased sales.
- Fills daily specialized requests and completes wholesale/holiday orders.
Deli Clerk
DeMoulas Supermarkets
Bedford, NH
06.2018 - 06.2019
- Completed orders by slicing, weighing, packaging and pricing meats and cheeses.
- Followed customer requests to prepare high-quality sliced meats and cheeses to individual specifications.
- Stored perishable food items in freezer or refrigerator to protect from spoilage.
- Assessed customer needs, evaluated food allergies and suggested additional menu items as appropriate.
- Organized ingredients and restocked supplies to prepare for busy periods.
- Sanitized and kept work areas tidy by cleaning surfaces, equipment and floors, removing trash and maintaining machinery.
- Distributed new item samples to customers to provide opportunities for individuals to try products before purchase.
- Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
- Created aesthetically pleasing food arrangements for special orders and party trays.
- Updated food displays, cases and other customer-facing areas to increase sales of special items.
- Documented and entered special orders for event catering and party trays.
- Stayed calm and professional in situations and resolved conflicts to customer satisfaction.
- Received new inventory and rotated stock by dates to keep items fresh and usable.
- Worked with customers placing large or specialized orders, providing samples and recommendations and responding to requests.
- Communicated effectively with deli counter customers to answer questions and make recommendations.
Assembly Worker
Prime Power Inc
Bedford, NH
02.2018 - 05.2018
- Worked at fast and steady pace to meet production goals.
- Kept workstation organized and orderly, making sure production parts, tools, test equipment and documentation were properly stored and maintained.
- Followed safety procedures while working in noisy and dusty environments to operate machines and tools.
- Performed visual final inspections and documentation prior to assembly, resulting in 100% quality of products.
- Documented actions by completing production and quality forms.
- Assembled power supply components securely and accurately according to company specifications.
- Took on additional work assignments to assist team members with projects requiring collaboration.
- Utilized equipment to create and detect faulty products with minimal failures.
- Set up and performed hand and automatic assembly operations on components, sub-assemblies and assemblies.
NOC Helpdesk Specialist
Single Digits Inc
Bedford, NH
12.2015 - 01.2018
- Assisted customers with instructional support and product troubleshooting.
- Opened service tickets for clients, documenting user information and description of problem.
- Supported customers with password resets and account customization.
- Fielded help desk customer questions and fulfilled requests.
- Collaborated with customer service colleagues and management to resolve complex issues, when necessary.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported employees with advanced troubleshooting on helpdesk tickets.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Responded to support tickets within established timeframe to improve customer service.
Sales Associate
Staples
Plaistow, NH
08.2015 - 12.2015
- Operated cash register, collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Built trusting relationships with customers by making personal connections.
- Answered incoming telephone calls to provide store, products and services information.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Answered customer questions, shared product knowledge and researched pricing and availability.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Conferred with customers to understand needs, recommend products and solve after-sale issues.
- Greeted incoming customers and provided expert sales and service to drive revenue.
Education
High School Diploma -
Pinkerton Academy
Derry, NH06-2016
Skills
- Successful multitasker/thrives working in fast-paced environments
- Adaptable to ever-changing daily needs
- Organizational skills
- Comfortable working with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Strong interpersonal communication/team management skills
- Problem solving/conflict mediation skills
- Technical Troubleshooting
- Customer support needs assessment
- Hardware diagnostics
- Call Center Operations
- Service desk support
- Hardware/Software upgrades and computer maintenance
- Hardware configuration
- AntiVirus software installation and configuration
- Application installations
- Network systems troubleshooting, configuration and maintenance
Timeline
IT Support Technician
Eagle Network Solutions
05.2025 - Current
IT Services Specialist
expoIT LLC
04.2024 - Current
IT Site Support Technician
Abbott Laboratories
07.2023 - 04.2024
IT Technician
Nerds to Go
04.2023 - 07.2023
IT Support Specialist
CLYNK
07.2022 - 04.2023
Meat Cutter
DeMoulas Supermarkets
06.2019 - 07.2022
Deli Clerk
DeMoulas Supermarkets
06.2018 - 06.2019
Assembly Worker
Prime Power Inc
02.2018 - 05.2018
NOC Helpdesk Specialist
Single Digits Inc
12.2015 - 01.2018
Sales Associate
Staples
08.2015 - 12.2015
High School Diploma -
Pinkerton Academy