Customer Service Network

Nathan Snow

EDUCATION

(AAS) Computer Information Systems/ Network System Technology,

UACCM (Morrilton, Arkansas) Graduated Dec 2016

(A.A.S) Network System/ Information Technology,

ITT Technical Institute (Little Rock, Arkansas) Graduated March, 2007

A+ Certified (CompTIA) Pulaski Vocational Institute

SPECIAL RECOGNITION / AWARDS

National Technical Honor Society

Highest Honors, ITT Technical Institute

Honors, ITT Technical Institute

Perfect Attendance, ITT Technical Institute

QUALIFICATIONS

(AAS) Computer Information Systems/ Network System Technology, UACCM Graduated Dec 2016

(A.A.S) Network System/ Information Technology, ITT Technical Institute Graduated March, 2007

CSNA (Cisco System Network Administrator)

A+ Certified

Computer Administration and Repair training and experience

Customer Service training and experience

Managerial/Supervisory experience

Network Systems Administration

Network+ Standards and Protocols, TCP/IP Protocols

Protocols and layers of the OSI System in Router Configuration

Routing basic and routing protocols on Cisco Router

Software and hardware configuration on PCs, servers and printers

Planning and implementing of the Network Operations and Development

Installing and configure XP/Win7/Win8/Windows10Windows Server 2012 Operating Systems

Structured cabling network wiring

Extensive studies in Visual Studio .Net 2003

Database Administrator of Tivoli Problem Management System

Experience in Excel, Access, Word, Power Point

Experience in IBM Mainframes

Implementing, managing, and maintaining a Microsoft Win Server 2003 Network Infrastructure

Installing Microsoft Exchange 2010 Server, for Web base Outlook 2010, Outlook 2013, Outlook 2016

Linux Operating Systems Fedora, Ret Hat knowledge

Linux System Administration file configuration, server setup, command line, user accounts

Managing and maintaining a Microsoft Windows Server 2003 Environment

Planning, implementing, and maintaining a Win Server 2003 Active Directory Infrastructure

System Administrator SQL Server ver.8

Remote Application Administration and Support – VM Ware/ DameWare

Professional Experience/ Work History

Icon Information Consultants, Houston TX 77007

Waste Management - Digital Field Services (Contractor) June 2017 – July 2019

Position: Information Technology Support Analyst

Responsibilities:

Performs production support (Strong Level 2 and some Level 3) at field-based locations

Provide tier 2 and 3 technical support of all Networking and Computer troubleshooting and repair

Remote supervision, administers, analyzes, and/or supports information systems operations.

Provides technical direction and recommendations to improve utilization.

Perform a broad-spectrum of onsite and remote Microsoft Windows Server, Network, and PC-related support.

Generate innovative solutions by approaching problems with curiosity and open mindedness

Test software packages and Images while providing comprehensive feedback, including new technology, roll-outs and deployments,

Establishes high standards in managing and meeting project deadlines while delivering high-quality services and project artifacts

Builds relationships within teams in order to elicit requirements from various personalities across organizational/ geographical boundaries.

Escalates problems and issues to the correct higher level of support of parts, or any other issue that could impact customer satisfaction.

Provides input to Area management in regard to IT system functioning, such as equipment needs, software needs and interconnectivity.

Attends management meetings in assigned Area and provides interface with management regarding IT system functioning.

Provides timely and accurate time and incident reporting to management, by utilizing the approved reporting software and procedures

Acts as a liaison between the end-user and Level 3 support for organizational proprietary business applications.

Performs deployment and turn-up activities as required by the business.

Ensures software license compliance

Ozark Health, Clinton AR. February 2016 – March 2017

Position: Information Technology Technician/ Information Security Analyst

Responsibilities:

Provide tier 2 and 3 technical support of all Networking and Computer troubleshooting and repair

Analyze, revising, and training current security policy and procedures to comply with H.I.P.A.A. Laws

Hewlett-Packard, Conway, AR January 2010 - October 2013

Position: ASG/Mentor

Responsibilities:

Provide tier 2 and 3 technical support to all supporting agents and customers

Support agents as trusted advisor on complex issue of customer service

Record and Report New Issues and Top Call Generators

Perform supervisory duties for a team of approximately twenty agents

Drive Case Management to meet metrics

Perform Extensive Research of Consumer Products

Investigate/Resolve complex Hardware/Software issues

De-escalate complex situations to ensure customer satisfaction

Escalate to the appropriate departments unresolvable situations

Movie Gallery, Sherwood, AR May 2006 – April 2010

Responsibilities:

Assist customers with movie suggestions

Inform and engage the customer of product prices, features, and special

Accept payment transactions for products

Backup Computing Inc., Little Rock, AR January 2001 – September 2009

Networking / Computer Consultant

Owner / Operator

Network design / development

Network installations

Computer repair

Virus removal / protection

Backing up systems for various companies

Fairfield Communities Inc. Little Rock AR, 72118 January 3, 1991 – March 21, 2001

Network Operations Manager January 22, 1995 – March 21, 2001

Responsibilities:

Directly responsible over all Network Operation Helpdesk

Oversea Network Operations Supervisor daily duties

Oversea Network Operations Helpdesk Agents

Network Operations Supervisor June 1993 – January 1995

Responsibilities:

Planning and implementation of the Network Operations Support Team

Hiring Network Operations Analyst

Research and investing in a new problem management tracking system.(Tivoli Problem Management)

Writing processes and procedures for the use of Tivoli Corporate wide

On call for the Network Operations Team in the support of the Helpdesk and users company wide

Systems Administrator for the Tivoli Problem Management System

Database Administrator for the Tivoli System (SQL SERVER 7)

Reporting (Crystal Reporting System, Access, and SQL Server 7 report engine)

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