Jonathan Nicoll

** **** ****** ***., ******, NJ 07628

Phone 201-***-****

acel63@r.postjobfree.com

Objective

To obtain a Job that will utilize my skills and experience within the field

of Computer Technology and Customer Support in order to expand my knowledge

and acquire new skill sets that will help support my career.

Education

Rutgers University - B.S. Computer Information Systems

Skills

Programming: C++, Java, HTML

Software: Windows XP/Vista/7/8, Microsoft Office 2003/2007/2010, Remedy,

Active Directory, Windows Server 2003/2008, Exchange Server 2003/2007,

LANDesk, Altiris Recovery Agent, AS 400 (JDE/LMS) systems.

Call Center Support: Cisco Call Manager, Cisco CRS Historical Reports,

Cisco Unity, Cisco Supervisor, Cisco UIC Reporting, IBM Cognos CSR, KPI

reporting for HelpDesk.

Video Conferencing: Cisco Telepresence, Polycom

Experience

May 2009 - March 2014 Business Machine Technologies/ Reckitt Benckiser,

Lead Service Desk Analyst, Fairfield/Parsippany NJ

Responsibilities Included:

Managing service desk team of 12

Cisco Unity/Call Manager administration

Active Directory administration

Windows Server administration

Cisco CRS/UIC reporting

Service Desk KPI reporting - Remedy/IBM Cognos reports

On-Site support of SSL International migration

On-Site support of Schiff Nutrition International migration

Process documentation for Joiner/Leaver/Transfer roles

Ghostcast imaging / Laptop upgrades

User Support through phone, email, and office and offsite visits

Video Conference Support and Troubleshooting - PolyCom/Cisco Telepresence

Remedy reporting / Incident Management/ Template creation

Troubleshooting user business applications remotely and locally including

AS 400 systems JDE/LMS, MS Outlook 2003,2007,1010,OWA, Printer support/

Installation, Break Fix laptop support including Imaging.

Troubleshooting physical and wireless connection issues.

Troubleshooting user account status and OU accounts through Active

Directory.

Auditing Joiner / Leaver / Transfer accounts

Mobile Phone support - line activation / feature changes / e-mail setup

January 08 - October 08 Morpholytics llc, Project Manager, Newark, NJ

Responsibilities included:

Documentation of SEO and SEM Procedures

Web Usability and Analytical research

2004 - 2008 Rutgers University Computing Services, Level 2 Tech Support

Newark, NJ

Responsibilities included:

Providing support to more than 2000 users, including students and faculty

Student Network Troubleshooting

PC diagnostics

HTML/CSS coding

References available upon request

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