Nicholas Stevens
Technical Support Engineer
I.T.
Support
Engineer
Systems
Administrator
Madison (53715) United States (Wisconsin)
Professional Status
Unemployed
Available
About Me
A+ certified technical support engineer with seven years of experience delivering knowledgeable, detailed, and expeditious best practice technical support to staff at every level of seniority. I take pride in my ability to quickly and effectively resolve issues under pressure while minimizing or eliminating disruptions to production. My diverse IT background empowers me to deploy and support the hardware and software solutions that meet the unique technological needs of your business objectives. I intend to take on a role with a firm where a relationship of mutual development, advancement, and growth can be established.
Technical Support Engineer I
Compass Lexecon
December 2016
to October 2019
- Tested and monitored videoconferencing between practitioners and client law firms to ensure that important video calls went uninterrupted
- Generated daily reports relating to user sessions on Windows servers which enabled me to prevent common issues with Citrix Application Delivery
- Increased stakeholder confidence by ensuring stallar service delivery and documenting incident resolutions in ServiceNow per ITIL
- Resolved unique interoperability issues between statistical analysis software (STATA, R, MATLAB, Python, etc.) and Microsoft SQL Server
- Produced on-demand reporting for database backup restore operations to allow practitioners to begin analysis as soon as possible
- Wrote knowledge base articles that worked to reduce incidents by giving staff reliable resources during six major deployments, migrations, and upgrades
- Improved and hastened user account provisioning by automating the process of determining which AD security groups a new user must be added to
- Gained approval from IT governance to write a PowerShell script for use in production as SOP to configure new laptops and append a provisioning log
- Managed the secure ingestion of highly confidential and/or federally protected data sent from client law firms
Company Description
Compass Lexecon is a global economic consulting company with headquarters in Chicago, Illinois.
Company website
Helpdesk Analyst Staff Augmentation Consultant
Burwood Group
June 2016
to September 2016
- Prevailed over incident response and full resolution SLA targets by delivering swift and competent service to 100 local users and 200 remote users
- Improved equipment provisioning process by automating required changes to user profiles with a Batch script
- Reduced hardware overhead by providing break/fix solutions for laptops, desktops, printers and associated peripherals
- Exceeded progress targets for their endpoint migration initiative from Microsoft Office 2010 to Microsoft Office 365
- Worked as a single point of contact for technical support to both local and remote staff with very few escalation points
Company Description
Burwood Group is a consulting firm that bridges business strategy and technology solutions.
Company website
Remote Support for Coca-Cola Multitenant Migration
Project Leadership Associates
February 2016
to May 2016
- Proactively scheduled Bomgar remote support sessions with Coca-Cola staff, post cutover, to reconnect their Outlook profile to Exchange Online
- Outperformed SLA while following best practice incident management in ServiceNow
- Worked closely with escalation teams to determine whether resolutions can be resolved client-side or if they require changes in Exchange Online
- Worked closely with escalation teams to determine whether resolutions can be resolved client-side or if they require changes in Exchange Online
- Decreased time spent troubleshooting by contributing to a knowledge base upon the discovery of working resolutions
- Minimized the need to escalate incidents by successfully resolving them at the endpoint
Company Description
Project Leadership Associates (now called New Era Technology) works with customers as a trusted technology adviser.
Company website
Helpdesk Support Technician
InnerWorkings
April 2015
to January 2016
- Worked alongside four other helpdesk technicians to support over 2000 users worldwide in 80 countries
- Continually improved full resolution time by contributing to a knowledge base and working with the Systems team to push solutions for common issues
- When appropriate, performed repairs to reconcile computer hardware which saved the firm over $100K in 9 months
- Hardened endpoints by collaborating with the Systems team to deploy Snow Asset Management to manage security compliance
- Ensured that Globalscape MFT was smoothly implemented by migrating folders from the old FTP solution as well as educating non-technical staff on it's use
Company Description
InnerWorkings (recently acquired by HH Global) is a global professional services firm focused on marketing execution.
Company website
Lead Technician
TigerDirect
November 2012
to April 2015
- Took on nearly any computer repair challenge as a way to increase revenue, to increase customer confidence, and to gain experience
- Drove profitability by building custom made-to-order desktop PCs as a core function of my role
- Took ownership of customer outcomes to support the reputation of the technical services department
- Provided oversight and mentorship for four technicians working under me
- Directly influenced a nearly two-fold increase in revenue from technical services
Company Description
TigerDirect is a California-based retailer dealing in electronics, computers, computer components, computer repair, and custom built PCs.
Company website
