Customer Service It Associate

NATHANIEL REYNOSO

Mobile: 516-***-**** **.****************@*****.***

IT Associate

QUALIFICATIONS SUMMARY

An IT professional by way of organized education and valued experience with efficient troubleshooting skills for computer

operations, hardware, network and software. Exceptional at conveying highly complex technical information into terms that the average person can comprehend. Conducted consulting for many types of business organizations including non for profit, private and public. Providing quick but efficient technical solutions, troubleshooting matters with high attention to detail and cost benefit analysis.

TECHNICAL KNOWLEDGE AND SKILLS

●Configuring, implementing, and troubleshooting of Windows & Mac systems, Chromebook, Windows and Mac Servers, Office 365, Auth-Anvil, Okta, Webroot, Sonicwall Firewall and SonicPoints, Meraki, Knowbe4, Active Directory, Group policy and Android devices

●Network troubleshooting, Configuring a fail-over with a back-up ISP provider, providing software solutions based on needs and capabilities

●IP addressing concepts of subnets, Secure connection Protocols like VPN, FTP and the different ways of establishing a secure network connection, outside of the network

●Researching any issue and determining the best source/solution, knowledgeable in many software, cloud and network solutions available

●Patient and personable, prideful in customer service and ensuring the customer is priority

PROFESSIONAL EXPERIENCE

Field Engineer II

SourcePass, New York, NY 02/2022 - 09/2023

●Established trustful relationships with leaders across diverse organizations

●Successfully optimized network configurations, reducing latency by 15% and increasing overall network speed

●Created 10+ Knowledge Base articles for various different Network and Software implementations

●Implemented Quality of Service (QoS) policies, ensuring priority traffic for critical applications and minimizing disruptions for the end user Maintained a 4.7/5 customer satisfaction rating by providing timely and effective Tier 3 support for complex technical issues

●Worked closely with the project team in order to migrate physical servers to the Azure virtualized environment, resulting in a 25% reduction in hardware costs and improved resource utilization which resulted in 15% tickets for the client over a 3 month span

●Implemented load balancing for virtual servers, ensuring high availability and fault tolerance using the Microsoft Azure platform based of client needs and budget

●Provided on-site support for critical incidents, minimizing downtime and ensuring the smooth operation of essential systems Successfully contributed to 15+ projects within 1 year, proving to be an influential team member to the Projects and Escalations team Configured Firewalls with configuration files previously backed up, additional configurations for Content filtering and access permissions via MAC address

●Developed and tested a comprehensive disaster recovery plan as part of a Project, ultimately reducing recovery time in case of system failures by 40% using Microsoft Azure

Tech Support Specialist

Power Consulting, New York, NY 4/2016 - 7/2021

●Assisted over 70 clients in a fast-paced environment, remotely and onsite visitations, 4.9/5 Customer Service Survey Score

●Kaseya, LogMeIn, 2 factor authentication (Okta admin, Auth-Anvil, Google Authenticator and more) Azure, VMWare, GSuite Admin, Office 365 admin, hybrid environments

●Resolved over 6,000 tickets using the Autotask system

●Created more than 20 knowledge base articles, documenting how to resolve unique issues

●Assisted with client on-boarding, gathering important network information to better access the needs of the organization and identify any security holes

●Exchange server, Office 365 configuration/migration, Active directory, server migration, client location moves, patching, group policy and permission adjustments

PC Support Technician 12/2015 - 4/2016

NYS Unified Court System, New York, NY

●Supported over 350 users in a robust work environment, using a ticket system

●Used imaging software to deploy user PC’s

●Installed and configured network printers

●Communicated and worked alongside LAN Administrators, Telecommunications group, WAN group, and PC Analysts

MIS/IT Assistant

Trans-Ocean Imports Co., White Plains, NY 1/2014 - 5/2015

●Maintained a healthy LAN network by performing tasks on the server

●Maintained standard practices and policies for corporate LAN/WAN environment

●Supervised Windows Server NT: Network hosts, organizational units and performed maintenance tasks

●Managed Microsoft Office: POP3/ SMTP, Microsoft Outlook integration, Microsoft Access implementations across network

●Migrated data backups on tape drives, cloud based storage and Hard drives

●Valuable component in project planning and development for all IT Department projects

●Conducted a 4 week training for an entry level IT Assistant

●Updated website by altering HTML files and transmitting those files via FTP to the web server

●Assisted users via remote desktop and improved downtime on users by 30%

EDUCATION

CUNY Borough of Manhattan Community College, New York, NY

CCNA Certification 11/2015

CompTIA Network+ Certification 8/2015

Professionalism Award 11/2015

SonicWaLL University

SonicWaLL Network Security Administrator Certification 5/2018

SUNY University at Albany, Albany, NY

Bachelors of Science Information Science 12/2014

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