Technical Support Specialist

Summary

Aspiring Technical Support Specialist and IT Service Professional with a strong foundation in computer systems, networking, and customer support. I bring a unique blend of technical expertise and excellent communication skills, ensuring customers receive clear, timely, and effective resolutions. My experience in troubleshooting, problem-solving, and handling complex technical issues equips me to deliver exceptional support in fast-paced environments. With a passion for customer service, I excel at building positive relationships and advocating for customers' needs. I'm highly motivated to continuously expand my knowledge of emerging technologies, particularly in SaaS, CRMs, and automation tools. My ability to connect with individuals from diverse backgrounds and work independently in distributed teams makes me an ideal fit for remote technical support roles. Eager to contribute my skills in a full-time apprenticeship role, I am excited to help your team maximize customer satisfaction while gaining valuable hands-on experience in a dynamic and collaborative environment. URL Links: www.linkedin.com/in/nicholas-garcia-ba0a642b4 https://www.dice.com/dashboard/profiles

https://profile.indeed.com/?hl=en_US&co=US&from=gnav-passport--passport-webapp Experience

IT Technical Support Representative

Charlotte County Public Schools • Port Charlotte, FL 09/2023 - 12/2024

• Install, Configure, and Maintain Systems: Set up, configure, and maintain a variety of hardware and software systems, including servers, networks, and workstations, to ensure optimal performance across the organization.

• Router/Switch/Voice Infrastructure Management: Monitoring of router, switch, and voice infrastructure systems. Installation and configuration of router/switch/voice hardware and software technologie. Applying configuration changes, service packs, and hot fixes. Administering device and data backups.Monitor and Troubleshoot Performance: Proactively monitor network and server performance, identifying and resolving issues to minimize downtime and enhance operational efficiency.

• System Maintenance and Software Updates: Perform regular system checks, updates, and maintenance to ensure all systems operate at peak performance levels, addressing security vulnerabilities and software bugs.

• Collaborate on Technology Solutions: Work with cross-functional IT teams to design, implement, and optimize new technology solutions that align with business goals and drive operational improvements.

• Provide End-User Support: Offer technical support to end-users, efficiently diagnosing and resolving hardware and software issues to ensure minimal disruption to daily tasks.

• Manage System Backups and Data Integrity: Oversee routine system backups, ensuring the integrity and security of critical data, minimizing the risk of data loss, and supporting business continuity.

• Stay Updated on Technology Trends: Stay informed about emerging technologies and industry trends, recommending upgrades and enhancements to improve infrastructure and overall operations.

• Develop and Maintain Documentation: Create and maintain detailed technical documentation for systems, processes, and procedures, ensuring consistency and promoting knowledge sharing across teams. Nicholas Garcia

***************@*****.*** / 941-***-**** / Port Charlotte, FL

• Manage Vendor Relationships: Build and maintain strong relationships with external vendors and service providers, ensuring timely communication and the resolution of issues or service needs. Technical Support Expertise: Ability to provide assistance for diagnosis, configuration, setup, maintenance, and troubleshooting of Star Micronics products.

Critical and Analytical Thinking: Skilled in diagnosing technical issues and applying solutions with a focus on achieving first-call resolution.

Product Warranty Knowledge: Experience processing repair claims and determining warranty eligibility for products.

Ticket and Email Management: Proficient in managing support tickets and responding to email inquiries in a timely and organized manner.

Customer Interaction: Ability to represent the company with a friendly, approachable, and professional demeanor.

Continuous Learning: Committed to acquiring new skills and staying updated on product releases and troubleshooting techniques.

Documentation: Strong ability to accurately document support sessions in knowledge bases and internal systems. Cross-Platform Support: Proficient in providing support across multiple environments, including Windows, Mac, Linux, iOS, and Android.

Point of Sale (POS) and Software Testing: Experience testing Star-developed POS software and related systems. Collaboration and Communication: Ability to assist and collaborate with various departments and technical teams to resolve issues.

Workplace Organization: Ability to maintain a quiet, distraction-free environment, especially for remote work. Dependability and Flexibility: Willingness to take on additional responsibilities and show reliability in completing tasks.

Technical Skills:

Effective Communication: Ability to clearly read, comprehend, and communicate complex technical information to diverse audiences.

Problem-Solving: Strong aptitude for defining problems, collecting data, and drawing logical conclusions to resolve technical matters.

Remote Support: Ability to provide support via phone, email, chat, and remote connection software. Time Management: Excellent skills in managing tasks efficiently and meeting deadlines in a high-traffic support environment.

Microsoft Office Proficiency: Strong computer skills in Word, Excel, Outlook, Teams, video conferencing, and chat platforms.

Internal Data Systems Utilization: Effective use of internal systems for research and documentation related to product specifications.

Accomplishments:

Supported Over 500 Users: Delivered IT support to over 500 staff, faculty, and students, maintaining consistent system uptime and minimizing disruptions to educational activities. Streamlined Device Management: Managed the deployment, configuration, and maintenance of over 1,000 devices (laptops, desktops, tablets), ensuring all devices were operational and secure for faculty and students. Improved Network Performance: Enhanced network performance and reliability by resolving connectivity issues across multiple campuses, reducing network downtime by 20%. Implemented Classroom Technology Upgrades: Led the upgrade of classroom technology, including smart boards and projectors, improving teaching tools and the overall learning experience. Proactively Addressed System Security: Worked with the cybersecurity team to implement software patches, antivirus solutions, and system updates, reducing vulnerabilities and enhancing overall system security for the school district.

Troubleshot and Resolved Technical Issues: Efficiently troubleshot and resolved hardware, software, and network issues across a range of school systems, ensuring minimal disruption during school hours. Optimized IT Support Processes: Developed and standardized troubleshooting documentation, reducing response time and improving the overall efficiency of support requests by 25%. Enhanced User Training: Conducted regular training sessions for faculty and staff on new software applications and systems, leading to a 15% reduction in support inquiries related to user errors. Collaborated on District-wide IT Projects: Collaborated with district administrators and the IT team to roll out major IT initiatives, including new learning management systems and software platforms, improving tech integration across schools.

Provided Remote Support for Hybrid Learning: Played a key role in supporting the transition to hybrid learning by providing remote IT support for both students and teachers, ensuring seamless virtual learning experiences. Managed IT Inventory: Maintained an organized inventory of IT assets, ensuring efficient hardware lifecycle management and saving the district 10% annually on unnecessary purchases. Provided Onboarding Support: Facilitated new staff onboarding by setting up accounts, ensuring access to necessary systems, and providing initial technical support to get staff up and running quickly. Tier I Help Desk Support Specialist

Collegis Education • Oak Brook, IL

06/2021 - 09/2023

• Ensure Timely and Efficient Solutions: Respond to and resolve technical issues promptly, minimizing disruption to daily operations and ensuring seamless workflow.

• Provide Expert Guidance: Assist employees with inquiries regarding computer systems, software applications, and technical problems, offering clear and actionable solutions.

• Diagnose and Troubleshoot Issues: Collect and analyze system data to identify and resolve hardware and software problems, ensuring minimal operational downtime.

• Modify System Configurations: Adjust system settings, configurations, and user permissions to resolve technical issues, enhance functionality, and optimize overall system performance.

• Support Employee Onboarding: Facilitate the onboarding process for new hires by setting up system access, creating accounts, and ensuring employees have the necessary tools and resources.

• Maintain System Integrity: Install and update software, hardware drivers, and system components as needed to ensure all technology remains current and fully operational.

• Communicate Service Updates: Regularly update employees on the status of their service requests, providing transparent and effective communication throughout the resolution process.

• Track and Manage Service Requests: Log, track, and manage service tickets efficiently, ensuring that all issues are documented accurately and resolved in a timely manner, meeting or exceeding service level agreements (SLAs).

• Enhance User Experience: Ensure high levels of satisfaction by delivering quick, clear, and professional responses to technical inquiries and proactively addressing recurring issues. Advanced troubleshooting skills for complex hardware and software issues across desktops, servers, cloud services, and networks.

Experience with server, network, virtualization, and storage troubleshooting for businesses. Mentoring and team leadership, with the ability to guide and assist less experienced technical team members. Strong problem-solving ability, particularly for intermittent or difficult-to-resolve issues. Fluent in both English and German, facilitating effective communication in diverse environments. Technical support experience in an MSP environment or working with businesses' IT helpdesks (1-3 years of experience preferred).

Excellent organizational skills to manage and prioritize multiple complex tasks efficiently. Professional communication skills, with a focus on clear and respectful interaction with customers and colleagues. Ability to collaborate with peers to resolve issues and share knowledge across teams. Commitment to continuous learning, including staying up to date with certifications and new technologies. Desire to work in a collaborative, supportive team environment that values professional growth. Experience with cloud services and IT systems management for small to medium-sized businesses.

• Ensure System Security: Monitor and implement system security protocols as part of the troubleshooting and resolution process, protecting company data and user privacy. Technical Support

Troubleshoot and resolve hardware and software issues. Provide user support for operating systems, applications, and networking problems. Diagnose and resolve basic network connectivity issues. Customer Service

Respond to customer inquiries through phone, email, or chat. Offer excellent customer service, maintaining a helpful and positive attitude. Guide users through step-by-step solutions for problem resolution. Ticketing Systems

Utilize IT service management software (e.g., Jira, ServiceNow, or Zendesk) to manage and track tickets. Escalate complex issues to higher-tier support as necessary. Hardware and Software Installation

Assist with installation and configuration of desktop and laptop hardware. Install and update software, ensuring compatibility with user needs. Knowledge Base Utilization

Leverage knowledge base articles to resolve common issues quickly. Contribute to the knowledge base with insights from recurring issues. Basic Networking

Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP). Help users connect to the company network, Wi-Fi, and VPN. Remote Support

Provide remote troubleshooting assistance through remote desktop tools (e.g., TeamViewer, Remote Desktop Protocol).

Resolve technical issues remotely using diagnostic tools and troubleshooting techniques. Documentation and Reporting

Accurately document issues, resolutions, and any troubleshooting steps taken. Maintain detailed logs of help desk activities for analysis and reporting purposes. Time Management and Multitasking

Prioritize and manage multiple service requests in a fast-paced environment. Meet response and resolution time targets to ensure timely support. Security Awareness

Educate users about cybersecurity best practices and secure computing. Identify potential security issues and escalate as needed. Technical Support Experience:

2+ years in a technical support role for a SaaS product Comfortable working remotely in fast-paced startup environments Customer Service & Communication:

Excellent written and verbal communication skills (fluent in English) Ability to distill complex topics into clear, easy-to-understand guidance High degree of empathy, understanding customer needs and experiences Problem-Solving & Troubleshooting:

Tech-savvy with strong problem-solving skills

Ability to efficiently troubleshoot issues and document bugs Collaborate with engineering teams for issue resolution Collaboration & Process Improvement:

Work across teams to advocate for customer feedback in product development Proactive in identifying process improvements and addressing potential issues Contribute to scaling support initiatives, such as Help Center content Customer Advocacy & Documentation:

Document customer feedback and requests

Assist in creating and updating support processes to ensure customer satisfaction Product Knowledge & Learning:

Deep understanding of Attio functionality and continuous learning about new features Ability to quickly get up to speed with new tools, platforms, and features Independent & Remote Work Skills:

Self-starter with the ability to work independently in a remote, distributed team environment Strong organizational skills to handle SLAs and support tasks across multiple time zones Software Proficiency:

Experienced with Intercom, Guru, Linear, Slack, Productboard, Storyblok, and Notion Attributes:

Innate curiosity and commitment to continuous learning Proactive and accountable in pushing for improvements and excellent outcomes Passionate about delivering high-quality technical support Accomplishments:

Improved Remote Support Efficiency: Reduced response times by 25% through the implementation of streamlined remote troubleshooting protocols and efficient use of support tools. Enhanced User Experience: Achieved a 98% user satisfaction rate by providing clear communication and effective solutions to technical issues, leading to higher employee productivity. Maintained High Availability: Provided 24/7 remote support to a global workforce, ensuring critical systems remained operational and employees experienced minimal downtime. Reduced Escalation Rate: Increased first-contact resolution by 30%, significantly reducing the number of issues that required escalation to higher-level technicians. Troubleshot Complex Systems Remotely: Diagnosed and resolved issues across a range of hardware, software, and network systems, ensuring seamless operation for remote users without requiring on-site visits. Supported Remote Work Transition: Played a key role in the successful transition of over 100 employees to remote work, setting up systems, providing support, and ensuring all systems were secure and functional. Enhanced IT Security: Worked with the security team to implement remote access protocols and VPN configurations, strengthening security and ensuring secure connections for all remote users. Documented Remote Support Procedures: Developed and maintained a comprehensive knowledge base for remote troubleshooting, enabling users to resolve common issues independently and reducing support requests by 20%. Led Software & Hardware Updates: Successfully managed and performed remote software updates, patching, and hardware troubleshooting, ensuring all remote systems were up-to-date and secure. Proactively Identified System Improvements: Identified and reported system bottlenecks, recommending improvements to enhance remote connectivity, performance, and overall IT infrastructure. Reduced Downtime for Remote Employees: Achieved a 15% reduction in technical downtime for remote workers by providing timely and effective support for connectivity, software, and hardware issues. IT Desktop Support Technician

Charlotte County Vehicle Registration • Port Charlotte, FL 01/2020 - 02/2021

• Analyzed and Troubleshot Technical Issues: Diagnosed, assessed, and resolved hardware, software, and network issues affecting both internal and external users.

• Provided Remote Support: Assisted external customers through telephone and webchat, ensuring prompt and effective issue resolution in a professional manner.

• Ensured Internal Employee Productivity: Offered technical assistance to internal staff, minimizing downtime and ensuring smooth day-to-day operations.

• Delivered Clear Instructions: Guided customers and employees on using business-specific programs, providing step- by-step instructions and solutions.

• Collaborated with IT Teams: Worked alongside other technicians to address complex technical problems, ensuring timely resolution and optimal system performance.

• Maintained Knowledge Base: Created and updated documentation on common issues, troubleshooting steps, and best practices for future reference.

• Monitored System Performance: Regularly checked the health of network systems and devices to proactively identify and resolve potential problems before they impacted users.

• Provided Technical Training: Conducted one-on-one or group training sessions for customers or staff, enhancing their understanding of technology and improving overall user experience.

• Managed Support Tickets: Logged, tracked, and prioritized customer and internal support tickets, ensuring issues were handled in a timely and efficient manner. • Maintained Customer Satisfaction: Focused on delivering exceptional customer service, building strong relationships, and ensuring a high level of user satisfaction with technical support.

• Participated in System Updates and Upgrades: Assisted with the implementation of software and hardware updates, ensuring minimal disruption to the organization or customers. Accomplishments: Reduced Average Resolution Time: Streamlined troubleshooting processes, leading to a 20% reduction in average time to resolve service requests.

Improved User Satisfaction: Achieved a 95% satisfaction rating from internal users by providing clear communication and quick resolutions to technical issues. Increased First-Call Resolution Rate: Enhanced support efficiency by increasing the first-call resolution rate by 15%, minimizing the need for escalations.

Managed High-Volume Ticket Flow: Successfully managed and resolved over 200 service desk tickets per week, maintaining a high level of accuracy and quality under pressure. Optimized System Performance: Identified recurring issues and worked with IT teams to implement preventive measures, resulting in a 30% decrease in system downtime. Enhanced Employee Onboarding: Facilitated the onboarding of new employees by setting up necessary hardware and software systems, ensuring all new hires were operational on their first day. Implemented Knowledge Base: Contributed to the development and maintenance of a knowledge base, improving self-service support and reducing incoming ticket volume by 25%. Trained End-Users: Delivered training sessions to internal staff on software applications, improving overall productivity and reducing support requests by 10%. Supported Remote Work Setup: Provided technical support and guidance for over 100 remote employees, ensuring seamless access to systems and maintaining productivity during remote work transitions. Skills

Microsoft Windows operating systems (OS) and administration, Windows Group Policy Management, Proficiency in Microsoft 365 applications, Help Desk Support and Troubleshooting, Familiar with Active Directory, DNS, and DHCP, Managing multiple projects and meeting deadlines, Customer Service Excellence, Network administration principles

(LAN/WAN configuration), Adaptable and flexible to changing situations, Expertise in Hardware Diagnostics, Computer Networking Fundamentals, Technical Support and Issue Resolution, Application Support, Virtualization, Cloud Computing, Mobile Device Management, Network Support Proficiency, Excellent communication and interpersonal skills, DNS Management, Active Directory Administration, TCP/IP Protocols and Configuration, IT Support and Incident Management, Ethernet Networking Skills, VoIP Systems Support, Leadership Experience, Mac OS, Linux, Microsoft Windows Server, Organizational Details, Strong problem-solving and troubleshooting abilities, Desktop Support, Ability to thrive in a fast-paced, team-oriented environment, Strong self-motivation and ability to work independently, Quick to learn new technologies to meet user demands, Effective Communication Skills Education

Computer Networking

Charlotte Technical College • Port Charlotte, FL

02/2024

Earned CompTIA Network+ Certification: Successfully completed the CompTIA Network+ certification, gaining a solid foundation in networking concepts, protocols, and troubleshooting techniques. Demonstrated Expertise in Network Configuration: Mastered the configuration, management, and troubleshooting of network devices including routers, switches, and access points to ensure efficient network performance.

In-Depth Understanding of Networking Protocols: Gained proficiency in key networking protocols such as TCP/IP, DNS, DHCP, and IPv6, with hands-on experience in managing and securing network environments. Developed Skills in Network Security: Applied network security best practices to secure network infrastructures, including configuring firewalls, VPNs, and monitoring network traffic for potential threats. Completed Practical Labs and Simulations: Engaged in lab-based exercises and simulations that reinforced skills in setting up and troubleshooting local area networks (LANs), wide area networks (WANs), and wireless networks. Supported Network Troubleshooting and Maintenance: Developed the ability to diagnose and resolve network connectivity issues, ensuring minimal downtime and reliable network operations. Collaborated on Network Design Projects: Contributed to team projects focused on designing and implementing network solutions that met performance, scalability, and security requirements. Applied Real-World Networking Scenarios: Leveraged practical knowledge gained from coursework to address real-world networking challenges, from IP addressing and subnetting to network traffic analysis and device configuration.

Information Technology in Computer Networking

Charlotte Technical College • Port Charlotte, FL

02/2023

Earned TestOut Network Security Pro Certification: Successfully completed the TestOut Network Security Pro certification program, gaining comprehensive knowledge in network security principles, risk management, and data protection.

Demonstrated Proficiency in Network Security: Mastered key concepts in securing networks, including firewall management, VPN configuration, intrusion detection systems, and secure network design. Applied Security Best Practices: Gained hands-on experience with practical security scenarios, applying best practices to configure, troubleshoot, and monitor network security solutions. Enhanced Understanding of Cybersecurity Threats: Acquired an in-depth understanding of common network vulnerabilities, attack vectors, and countermeasures to protect sensitive data and prevent breaches. Completed Practical Labs and Simulations: Engaged in rigorous labs and real-world simulations to reinforce knowledge and develop expertise in network security tools and techniques. Studied Ethical Hacking and Security Protocols: Explored ethical hacking practices, security protocol implementation, and penetration testing methodologies to identify and mitigate potential security risks. Developed Comprehensive Security Plans: Gained the ability to design and implement secure network infrastructures, applying industry standards to safeguard organizational data and systems. Contributed to Peer Learning: Assisted classmates in understanding complex network security concepts and collaborated in group projects that focused on real-world security challenges. Information Technology

Charlotte Technical College • Port Charlotte, FL

05/2021

Achieved CompTIA A+ Certification: Earned the industry-recognized CompTIA A+ certification, demonstrating proficiency in IT support, troubleshooting, and system administration. Graduated with a 4.0 GPA: Maintained a perfect 4.0 GPA throughout the program, showcasing exceptional academic performance and a strong grasp of technical concepts. Inducted into National Technical Honor Society (NTHS): Recognized for outstanding academic achievement, leadership, and technical excellence, with induction into the National Technical Honor Society (NTHS). Completed Advanced IT Projects: Successfully completed multiple hands-on IT projects, applying knowledge of networking, system configurations, and hardware/software troubleshooting to real-world scenarios. Awarded Academic Excellence: Consistently received honors and recognition for high academic performance and commitment to the IT field.

Participated in Technical Competitions: Engaged in IT-related competitions, further honing skills and demonstrating problem-solving abilities under pressure. Developed Leadership Skills: Took on leadership roles in group projects, coordinating with peers to accomplish tasks and ensuring the timely delivery of project objectives. Contributed to Peer Tutoring: Assisted fellow students by tutoring peers in various IT topics, reinforcing knowledge and helping others succeed academically.

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