NATHAN PARKER
Charlotte
Summary
IT professional with over 5 years in relevant experience. Well-versed in providing technical support, troubleshooting hardware and software issues, and resolving technical issues. Skilled in providing customer service and training, with excellent problem-solving and interpersonal skills. Experienced in Active Directory, ServiceNow, Microsoft Products such as Word, Excel, Powerpoint etc.
Overview
6
6
years of professional experience
1
1
Certification
Work History
End User Support Technician
Office of the Comptroller of the Currency (OCC)
10.2022 - Current
- Provided responsive technical support to end-users, addressing hardware and software concerns including installing and upgrading software while ensuring minimal disruption to workflows
- Set up equipment for employee use, performing or properly installing cables and operating systems
- Assisted in managing user accounts, permissions, and access rights, ensuring secure and efficient user management by using Active Directory to create, modify, and delete user accounts
- Monitored IT systems and processes by use of Windows Powershell.
Sr Tech Support Representative
LPL Financial
08.2021 - 10.2022
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
- Maintained up-to-date case documentation for future reference
- Assisted customers with various types of technical issues via email, live chat and telephone
- Worked with internal teams to deliver accurate information to customers and service accounts
- Handled customer complaints and escalated issues according to procedures.
Technical Support Representative
VERIZON WIRELESS
06.2018 - 08.2021
- Assisted customer in understanding products, components and systems using technical demonstration
- Improved customer service wait times to mitigate complaints
- Answered inbound calls, chats and emails to facilitate customer service
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Education
MBA -
South Carolina State University
Orangeburg, SC05.2018
Bachelor of Science - Marketing
South Carolina State University
Orangeburg, SC05.2016
Skills
- Windows 7/10/11
- Office 365
- Zoom and Teams Support
- Active Directory
- Technical Troubleshooting
- ServiceNow Admin
- Ticket management
- Cisco AnyConnect
- RSA Tokens
- Dell/HP/Lenovo Desktop/Laptops
Certification
- CompTIA Security+ - Computing Technology Industry Association.
- Project Management Certificate- University of North Carolina at Charlotte - December 2019
Timeline
End User Support Technician
Office of the Comptroller of the Currency (OCC)
10.2022 - Current
Sr Tech Support Representative
LPL Financial
08.2021 - 10.2022
Technical Support Representative
VERIZON WIRELESS
06.2018 - 08.2021
MBA -
South Carolina State University
Bachelor of Science - Marketing
South Carolina State University
- CompTIA Security+ - Computing Technology Industry Association.
- Project Management Certificate- University of North Carolina at Charlotte - December 2019
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