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Customer Service Technical Support

Seattle, Washington, United States
January 29, 2017

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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.

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 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


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


Production art

Web Development and trends

Graduated with an overall GPA of 3.5.

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