Customer Service Technical Support
Resume:
Nick Saputo
******@*****.***
Skills Summary:
● An enthusiastic and dependable individual who excels in challenging and competitive environments.
● Acknowledged for meeting company goals while maintaining excellent client relationships within deadlines.
● Accustomed to working with executive and senior level management.
● Experience working with vendors outside the company to obtain goods and services.
● Proven skills in leadership, communication, and problem solving.
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Software/Other tools: Photoshop, Illustrator, Indesign, Microsoft Office, Visio, HTML, CSS, SQL, Active Directory, Autotask, GFI/Max
Operating Systems: Microsoft Windows (Desktop/Server), UNIX/Linux/FreeBSD, Mac OS X Professional Experience:
Capes & Powers, INC/ Seattle, WA, October 2014-June 2016 Senior IT support technician
● IT consulting and customer support for various businesses around the Seattle Sound area
● Desktop and laptop support, purchasing, server and network administration, vendor support, and project management.
● Domain management and website updates
ValueAppeal/MostLikely/ Seattle, WA, February 2012-august 2014 Graphic Designer/Production artist
● Photo retouching, image manipulation and illustration
● Website redesigns and code updates, using Wordpress and Visual Studio
● Digital asset management
DevOps/IT/Systems/Network administrator
● Software and Hardware installation, purchasing and management in both Live and Development environments
● SQL Server, DNS and Active Directory management and server maintenance
● Deployment support and troubleshooting
● 24/7 On-Call company wide support and site monitoring
● On-site and offsite Backup automation
● JIRA and Confluence setup, implementation and management
● VM installation and management through HYPER-V in both Windows and Linux environments
● NOC/DC support, including cabling, drive replacement and reimaging. Filmateria/ Seattle, WA, 2011-2013
Graphic Designer/Production artist/Trainer
● Photo retouching, image manipulation and creative direction of various retouching projects
● Training and management of the production artist team
● Finished work compiled by the production team
Memorylane.com/ Seattle, WA, April 2010-July 2011
Quality Assurance lead/Process Improvement Specialist (April 2011-Present)
● Responsible for developing and executing the quality assurance program.
● Research and incorporate new work flow processes in a production environment for digitizing and retouching books and magazines.
Image Technician (October 2010-April 2011)
● Digitized and retouched over 100,000 magazines and yearbooks in a production environment for web use.
Trustwire Networks/ Eugene, OR 2009-2010
IT coordinator
● Provided 24 hour on call customer service, sales and support
● Installed and repaired hardware and software on multiple operating systems
● Provided on site and off site Exchange, Active Directory, Network, VOIP, VPN, Domain hosting, server installation, monitoring, troubleshooting and maintenance TechArt Media 2007-2010 (freelance)
Digital artist/Technical illustrator
● Converted CAD images to Illustrator files and added callouts for engineering manuals for the aerospace industry
● Technical illustration and buildouts of missing CAD images
● Various Illustration, design and artwork for product manuals Saputo Design INC/ Westlake Village, CA 2006-2007 Creative Assistant/IT Coordinator
● Provided software and hardware installation, maintenance support and purchasing for workstations and servers for the entire office
● Illustration, photography, retouching, and design for international and local businesses Microsoft Corporation/ Bellevue. WA 2005-2006
Server Operations Center Analyst/Floor Lead
● Work as a team lead in a 24 x7 x 365 environment to assist in the implementation and support of systems in an Operations Center
● Responsible for engaging and following to resolution outage, publically visible and customer impacting issues
● Monitoring and supporting over 100,000 servers/network devices located in multiple data centers globally
● Supporting an Enterprise Environment of Clustered (Microsoft) and Load Balanced systems
Speakeasy INC/ Seattle, WA 2001-2005
Technical support and customer service
Dedicated Business Account Manager (March 2003 – May 2005)
● Direct phone and email contact for over 500 business customers
● Provided technical support for business class DSL, VOIP, wireless, domains, DNS and networking
● Customer billing and collections operations and support Domains Lead (June 2002 – march 2003)
DNS and domain hosting setup
● Technical support via email for full account base
● Assisted customer service agents with Domain support questions Customer service (February 2001 - June 2002)
● Phone support for DSL and broadband services
● Provided account billing support
Education:
Art institute of Seattle 1999 – 2001
Associate Degree of Applied Arts in Multimedia
Earned an Associate Degree of Applied Arts in Multimedia with an emphasis on technology in: Media Design
Illustration
Production art
Web Development and trends
Graduated with an overall GPA of 3.5.
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