Technical Support Rep

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Nathan Lloyd

Making IT happen

Seek to secure a position which will utilize my diverse information technology, organizational, interpersonal, telecommunication and technical skills in a team-oriented environment.

****.*.*****@*****.*** 303-***-**** Aurora, Colorado, US WORK EXPERIENCE

Help Desk Technician

SnapCare

10/2022 - 07/2025, Hybrid, Colorado

Cloud Technology Management: Designed, implemented, managed, and secured cloud technologies for US onsite/offsite and offshore teams using M365, Google Workspace, AWS, Okta SSO/SAML, LiveVox, RingCentral, 3CX, GoDaddy, and Meraki; fostered vendor relationships to ensure performance, security, and scalability throughout lifecycle management. Helpdesk Operations and Support: Supervised and coordinated daily activities and priorities for the IT Helpdesk team, ensuring timely and effective first contact resolution within SLAs. Led training and implementation of cloud solutions, troubleshooting, and system maintenance using NinjaOne, Kandji, BitDefender, BitLocker, RBAC & IAM, DLP & PII, Tessian Proofpoint, Intune, and AVD. Asset Management and Security Compliance: Developed and implemented systems and policies for effective asset management and security compliance, ensuring adherence to best practices in data protection, user access controls, and regular system audits. IT Support Technician

Cantaloupe, Inc

08/2019 - 2022, Hybrid, Colorado

Systems and Infrastructure Management: Oversaw systems, VDI, cloud infrastructure, PBX, and M365 management and support globally, including Azure architecture scaling, IT security from edge to endpoint. Managed Active Directory (AD), DNS, DHCP, RBAC, hybrid Exchange implementation, Azure Application Gateway, load balancer management, and firewall management. Team Leadership and Operations: Led a team of IT Administrators and Help Desk staff in daily operations, fostering an energetic culture that improved task clarity, ownership, and overall processes across the IT infrastructure. Project Management and Cloud Migration: Managed multiple projects including IP telephony PBX replacement, AAD implementation, and colocation cloud migrations, overseeing the migration of on-premises infrastructures to various cloud providers such as Azure, AWS, and OCI.

Technical Support Rep

REcolorado

06/2011 - 07/2019, Greenwood Village, CO

VoIP and Networking Management: Installed, configured, and maintained Avaya IP Office 500v2 and Cisco network infrastructure, utilizing H.323, SIP, Hi-Cap PRI circuits, 3800 series switches, 4500 series chassis, routers, and 1800 series wireless equipment. Network Security and VPN: Managed internal and external network security, including VPN implementation with Checkpoint firewalls and endpoint security management for all internal endpoints. Migration and O365 Administration: Oversaw migrations from MS Exchange 2010 to Office 365 in a hybrid environment, and administered O365 tenancy, including Active Directory, DHCP, and DNS tasks across Azure and AWS (Route 53, EC2, S3, IAM). Imaging Solutions Deployment : Installed and maintained imaging solutions using PXE, Windows Server 2016 (WDS, MDT, AIK) for Windows 10 deployments, and utilized open-source imaging platform FOG on Linux CentOS for asset management. Achievements/Tasks

Achievements/Tasks

Achievements/Tasks

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WORK EXPERIENCE

Sr. Telecom Analyst

Comcast Cable

06/2008 - 05/2011, Denver, CO

Call Center Infrastructure Support: Provided day-to-day support, design, and training for call center infrastructure utilizing Avaya PBX programming, Avaya G Series telephony solutions, Voice Portal applications, Intranext CTI, NICE, Witness Systems, and Hi-Cap Circuit management, including necessary upgrades across multiple PBX systems company-wide. eFax, Open-Source Solutions, and Video Conferencing: Designed, programmed, and coordinated installations of Rightfax eFax along with various other solutions across a multi-state infrastructure. Installed, maintained, and trained teams on multi-site video conferencing solutions from industry leaders, including Polycom (Poly), Tandberg (cisco), and LifeSize (Logitech) Remote Work Support and Telecom Projects: Provided remote support across multiple states, while always assisting network and desktop teams with MAC's and other daily tasks where possible. Managed telecom projects involving terminations to Krone, 110, and 66 blocks. Troubleshot DS3, T1, and POTS lines, and managed VoIP communications utilizing SIP and H.323 protocols to ensure effective telecom infrastructure.

Telecom Analyst

Time Warner Cable

06/2006 - 05/2008, Greenwood Village, CO

Software Maintenance and Performance Management: Conducted daily maintenance, updates, and backups for industry-leading software to ensure continued company performance and compliance with standards, including CMS, ECAS, AVAYA, NICE, Black Box Screen-pop, and IVR tools, as well as Modular Messaging across a multitude of sites and servers. Telephony Solutions Design and Implementation: Responsible for the design, implementation, and training of various telephony solutions across a multi-state Avaya PBX environment, enhancing communication capabilities from entry points into the business to the backend office worker.

Circuit Wiring and Demarcation: Performed analog, digital, and Hi-Cap circuit wiring and demarcation termination across multiple TWC locations, ensuring proper connectivity and infrastructure integrity. Network Administrator, IT Supervisor

Time Warner Cable - Adelphia Communications

06/2004 - 05/2005, Colorado Springs, CO

Systems, Telephony, and Network Support: Provided systems, telephony, and network support (CMTS, routers, switches, high-cap digital circuits, AVAYA Enterprise PBX) for call centers, local offices, payment centers, and warehouses in the Colorado, Arizona, and California markets throughout the West Division.

Connectivity Diagnostics and Troubleshooting: Diagnosed and resolved connectivity issues for network and voice components across various vendor hardware and software, ensuring seamless operations. Budgeting and Facility Coordination: Collaborated with call center and local management to provide suggestions and quotes for budgetary needs. Worked with facilities coordinators on building renovations and the installation of IT-related equipment for new facilities.

Tier 3 HSI Support (Coudersport, PA) Internal IT Helpdesk Support (Colorado Springs, CO) Technical Support Supervisor (Colorado Springs, CO) Adelphia Communications

06/2002 - 05/2004, Coudersport, PA Colorado Springs, CO

Helpdesk Recruitment and Training: Interviewed, trained, and supervised selected candidates for internal helpdesk roles to support multiple call centers across the United States, ensuring effective team performance. Emerging Technology Research and Documentation: Researched, tested, and documented emerging technologies for call center and customer-facing operations, including Cable Modem, CMTS, CDN, SNMP, SIP, H.323, and DOCSIS. Troubleshooting and Support: Provided troubleshooting support for fiber, copper, and programming-related issues via telephone across the Adelphia Network, ensuring swift resolution of technical problems. Achievements/Tasks

Achievements/Tasks

Achievements/Tasks

Achievements/Tasks

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EDUCATION

High School Diploma

Port Allegany High School

05/2002, Port Allegany, PA

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