NICK

NEWBORNE

317-***-**-**

ad3mjn@r.postjobfree.com

PROFESSIONAL SUMMARY

Insightful Information Technology Manager with over 3years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations.

Answer incoming customer calls and provide assistance by phone in a friendly and professional manner Provide a consolidated point of contact for providing Tier I technical support to Kiewit employees 4 years expertise using Windows, Linux, Mac OS Six years of experience using DNS, DHCP, GPO, RAID 4 years of experience with Unix/Linux operating systems internals/filesystems, anodes, system calls. Mobile Devices, Microsoft Apple Android. 6 Years of experience using Active Directory/ Azure 6 Years' Experience using Service Now Ticketing system.

Managing cross- functional resources to drive efficiency in enterprise technology operations. Azure Active Directory, Security Cloud Support Engineer with over 4 years of experience managing, troubleshooting, and updating hardware and software assets, administering and supporting IT Infrastructures for large companies. Proven Expertise in Aws & Azure cloud services supporting complex operations from scaling to migrations.

SKILLS

●Troubleshoot and resolve Windows operating system (OS) issues

●Troubleshoot and resolve laptop and desktop hardware related issues

●Troubleshoot and resolve issues related to iPhones & iPads

●Assist end-users in performing hardware OS updates and refreshes

●Troubleshoot and resolve issues related to printing

●Service Now ticketing service 7 years of experience

●5 years of experience Active Directory, TCP/IP Networking, DNS, DHCP, RAS/VPN

●5 years’ experience using Cad Cam software such as AutoCAD, solid works, Auto Desk inventor, fusion 360.

●5 years or phone reporting and remote viewing to help customers.

●5 years of support Engineer testing to clients.

●Helped identify, develop, and present Technical Service Training Programs including the creation of visual materials to help clients understand or visualize.

●Following up on work sites making sure the job is done on time, and work items and worksite are clean and running.

●4 years experience traveling to customer facilities to assist Field Service in the diagnosis and repair of software or hardware.

●Identify and develop action plans to resolve repetitive product problems.

●Monitor and maintain computer networks.

●Configure operating systems.

●Resolve issues related to the network.

●Prioritize and manage the workflow.

●Diagnose, troubleshoot, and resolve issues using customer input.

●Design computer systems that meet specific requirements.

●Learn and work with emerging technologies.

●Act as the first point of contact for clients with issues concerning their computer systems and equipment.

●Keep track of system issues and adhere to the agreed timeline until an issue is resolved.

●Interact with clients via phone, email or chats and provide concise written/verbal instructions.

●Maintain procedural documents and reports.

●Troubleshooting firewalls, switches, wireless access points.

●Re-imaging devices and setting up new devices for new hires

●Excellent communication skills, both written and verbal

●Office 365 software, outlook, teams etc.

●Support and guide 3rd party vendors with VoIP, firewalls, backups etc.

●Document Warranty for all devices

●Travel to work sites

●Bit-locker recovery

●Microsoft Teams Troubleshooting and back up

●One Drive Back backup and troubleshooting

●Diagnosed and resolved 20+ computer and printer problems per week in a busy corporate office.

●Implemented new network security system using VPNs and Cisco PIX firewall to connect both brick-and-mortar and remote employees.

●Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively

●Azure 4 years of experience

●Office 365 7 of experience

●Sql 2 years of experience

●Ability to learn new technology and systems quickly

●Team Viewer

●Connect wise

●Service Now Ticketing

●Outlook troubleshooting

●Linux experience 2 years

●Ability to adapt quickly and effectively in a diverse and ever-changing environment

●Effectively manage multiple priorities with a strong attention to detail in a fast-paced environment

●Demonstrated commitment and ability to provide excellent customer service

●Solid understanding of basic client connectivity - ethernet, TCP/IP and VPN

●Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations

●Remote Assistance

● AutoCAD six years

●Blue screen of death repair

●Debugging

●User Support

●Quality Assurance

●Troubleshooting and Diagnostics

●Technical Support

●Project Coordination

●System Configuration

●Hardware Troubleshooting

●Technical Troubleshooting

●User Training

●Customer Needs Assessment

●Incoming Call Management

●Help Desk Support

●Hardware Configuration

EXPERIENCE

FIELD TECH DESKTOP SUPPORT

EZEKIEL health October 23rd 2023 to Dec 31 2023

Technically certified in several computer software and hardware platforms

Deployed, configured, and provided performance tuning for Apple, Linux, Windows, and servers with other operating systems.

Troubleshot hardware and software issues and recommended necessary upgrades and configurations for implementation.

Analyzed and diagnosed wired and wireless local area networks and made repairs primarily using remote service software.

Desktop Support Technician : At IUPUI 2016 to September 24th 2023

Ensure the functionality of all of the PC/MAC desktops

Follow policies and standards as described in the corporate IT SOI

Complete all projects on or ahead of schedule

Assist the Systems Administrator as needed

Provide extensive printer support

Lead the help desk process and request system as needed.

Direct and resolve with local server issues when they arise

Oversee with local tape backups/restores

Data file back up

Printer/copier machines

Delegate duties as assigned which are inherent to the position of Desktop Support Technician II

Desktop Support Technician contract September 30th 2023 to October 18th

Alyson Transmission

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office

Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution

Continually updated personal knowledge of computing hardware operating systems and software.

Deskside support Analyst Sidney & Lois Eskenazi Hospital March 13th to Oct 21 2023

Led hospital’s EMR implementation of Centricity system. Designed and launched “pre-load” training clinics, optimized training documentation prior to go-live and designed custom modifications to accommodate special needs (e.g., legally blind physician user).

Install, troubleshoot, and perform preventive maintenance service.

●Service Now ticketing

●On Boarding new employees with log in

●Answering Phone calls

●Troubleshoot computers, Mac, PC, tablets, phones,

●Run break fixes

●Network switches

●VMware

●Azure

●AWS

●Clinical informatics

Documented workflows and executed comprehensive training plan to medical staff that more than doubled EMR access (from 48% to 100%) and usage (from 35% to 80%).

Managed back-end infrastructure IQ/OQ remediation effort for 27 North American sites. Authored IQ/OQ summaries and assisted in overall project documentation.

Transformed processes/toolsets of geographically dispersed medical units into a cohesive, standardized set of solutions that elevated efficiency and accuracy hospital-wide.

Gathered and assessed needs from internal business units; created custom solutions to resolve issues (e.g., system slowdowns, virus outbreaks and process bottlenecks); and developed functional specifications for IT group.

Helpdesk Administrator at Indiana Department of Veterans Affairs

June 14-2017 to March 23-2018

Troubleshoot scanners for packaging and inventory

Walk five miles per day around warehouse

Office 365 repair such as outlook, Excel

Active Directory password reset

New hires onboarding with computer

Antivirus, anti-malware and malware removal

Network monitoring and performance optimization

User account administration & management

Network and system scripting

Documentation and user guides creation

Scripting & Automation technologies

Incident handling & resolution

Helpdesk ticketing software

IT asset inventory management

Video conferencing & remote access tools

VoIP and telecommunication techniques

Change & Problem Management principles

Schedule meetings

Issue or distribute materials, products, parts, and supplies to customers or coworkers, based on information from incoming requisitions.

Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment.

EDUCATION

High School Diploma:

Penn High School

college experience of four years/ degree on hold

Bachelor’s of Information Technology

Purdue University Indianapolis

ADDITIONAL INFORMATION

●Performed RCA for Service downtimes by administering extensive diagnostics which enabled continuous development velocity leading to 40 percent shorter downtimes. Utilized Wireshark, network monitor, TCP dumps etc., for analyzing logs to provide modifications to the overall design as well as determining the root causes for any performance issues. Implemented advanced troubleshooting techniques that provided unique solutions to AWS customers' needs peaking customer satisfaction level 100%

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