Tech Support Customer Service
Resume:
Nicholas B. Sexton
Riverside, CA *****
*****************@******.**
Professional Summary
* **** **** ******* ** campus Northern Arizona University 2008 - 2009
* ***** **-****** ***h support at Digital Galaxy Computers 2011 - 2013
2 years phone tech support at Asurion 2013 - 2015
2 years system administration at meltmedia 2015 - 2017
various small IT Contracts and tech startups 2017 - 2019
2 years system administration and tech support at Noble Gold Investments and MyDigitalMoney finance startups 2020-2022
various small IT Contracts and customer service employment during current down market 2022-current
Certifications:
Microsoft Certified Professional MCP, XP Deployment Specialization
CompTIA A Plus, Technician Specialization
PSU Graduate - Asurion Internal Tech Support Certification Programme
Technical Proficiencies
Operating Systems: Windows, Mac, Linux, Dash Platform Networking: TCP/IP, DNS, DHCP, server-side web redirects
Cloud Tools: AEM, git, AWS, HostGator dedicated cloud server, Docker, Bamboo, Chef, Ubuntu image, VMware, VirtualBox, F5 Load Balancer, Apache, Vagrant
Programming/Scripting Languages: bash, AppleScript, HTML/CSS/JS, Ruby Hardware: Desktop/Laptop break-fix, Ethernet, soldering, fiber optic line Other: Bitcoin, cryptocurrency, Renewable Energy Market, Electric Vehicles
Professional IT History
Relevant experience:
Dimiour (Short-term W2) Jan 2023-Feb 2023
Inventory Management
Bulk firmware update, automotive firmware, firmware update verification, automotive electrical management, inventory management services
Performed IT services for Toyota Motors in Long Beach as a bulk firmware update project
Noble Gold Investments/MyDigitalMoney, Pasadena, CA 2020- 2022
Provided full service IT for two financial startups
Startup 1: Hubspot/CRM Admin, database deduplication, CRM/database management, VIOP soft phones, JustCall, RingDNA/Revenue.io, IT floor setup, re- imaging PCs, network debugging/configuration, network setup, procurement services, liaison between management and phone service reps, liaison between management and contractors, internal copyediting, internal CRM logic analysis/ workflow processes, ISP interface, email forwarding setup, remote login, PC troubleshooting, database audits, acted as final escalation point for all IT issues
Startup 2: advanced DNS setup, email Marketing Cloud setup, WordPress setup, cPanel, web hosting, apache web server configuration, CRM administration, Salesforce Experience Cloud, G Suite/Google Workspace administration, advanced email configuration, cryptocurrency advisory/media creation, QA testing/ Bugherd, log analysis, security congfiguration, web application maintenance and testing, Dataorama, light SQL setup and usage, pivot tables, Salesforce/Wordpress web integration, database issue triage and maintenance, manual bulk database updates, liaison with external contractors, API webhook, Zapier, Contact7, Flamingo logs, Salesforce microsites, basic Apex usage/Apex training, advocated for waterfall-style time management processes, acted as final escalation point for all of IT and bulk of CRM issues, advocated for compliance to legal and consumer obligations
Abbtech, Flagstaff AZ 2019
basic PC setup, IT inventory logs, IP logging, hard phone setup, cabling, testing and validation of thin clients, new site setup from ground up according to specification
Set up Federal office from ground-up including IP drops
Meltmedia (now Evoke), Tempe, AZ 2015-2017
IT Admin
administered custom internal web deployment middleware software, performed AppleScript automation, set up AEM webservers dispatch and server, interfaced with F5 load balancer, set up AWS Route53 DNS and EC2 instances, AWS S3, baked custom Ubuntu images for AEM, performed and automated audits of underlying site structure “map.publish”, Bamboo/Jenkins CD/CI pipeline, build server tools maven / ant, nexus, cake, chef, vagrant, docker containers, JBOSS/ Wildfly/WebSphere, extensive bash automation, regex, bootstrap, docker, dockerfiles, administered AEM dispatch cache, administered AEM backend, GIT administration/branch management, maintaining documentation, automation coordination efforts, DevOps / ITIL, process centric (Confluence maintenance), shell scripting, automation tooling, Chef/IaC tools
Asurion Insurance Services, Phoenix, AZ 2013-2015
Technical Support
Provided phone based tech support, interface with VWZ telephony
backend to solve client issues, iOS, iPhone, iPad, Android phone, Android tablet, Windows Phone, Blackberry OS, SMS failure, call failure, number porting, iTunes backups, iCloud, VZCloud, Google Cloud, determine phone warranty and hardware status, backup management, remote login, iMessage issues, call resolution, call center, remote login, consumer service experience, excelled in resolution score and team ranking
Multiple perfect surveys in call center environment, top team in call center
Digital Galaxy Computers, Flagstaff, AZ 2011 – 2013
IT Support
Consumer and small business IT, desktops, laptops, power supply,
mainboard, network card, wifi, drivers, disks, malware scan, virus scan, Windows re-install, data recovery, hardware/software troubleshooting, printer setup, Mac setup, hardware upgrades, TCP/IP, home/SMB routers, Linux web server setup/ configuration, Apache, DNS, small business networking and repair, general networking, root cause analysis, basic Active Directory
Northern Arizona University, Flagstaff, AZ 2008 - 2009
IT Student Support Services
Campus job in student IT, install anti-virus programs, check in laptops/desktops to repair crew, perform remote logins, oversaw computer lab and student print spool, assisted repair crew with basic tasks, monitored phones
Performed IT support at computer lab and campus job environment
Other projects:
Allied Universal, Los Angeles April 2024 - Current
Event Staff, non-IT recession job, customer service oriented gig role, can end any time 48 hours’ notice required
Contemporary Services Corporation, Los Angeles, CA May 2023 - Current
Event Staff, non-IT 'recession job', customer service oriented gig role, can end any time 48 hours’ notice required
Streamline Communications, Santa Ana, CA March 2023 - April 2023
Sales consultant subcontractor, AT&T gigabit fiber line product
Education & Certifications
Bachelor's Degree - Northern Arizona University, 2009 Technical Certifications - Coconino Community College, 2010
Elevator Pitch
With this application, an opportunity presents itself
As you can see from my resume, the post-pandemic recession has left me without IT employment for over a year, despite an extensive technical background. I am seeking quick, temporary IT employment to re-enter the market, and have the experience needed to handle all your tech issues. Due to this immediate need, I can be more flexible on salary than many others with my level of experience
Thank you very much for your time, and have a great week ahead
Contact this candidate