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Nicholas Stevens 1040 West Hollywood Avenue • Apt 317 • Chicago, IL 60660 • (224) 223-2299 • [email protected]

As an IT professional I am confident in my ability to utilize my knowledge and experience to not only

streamline your corporation’s productivity, but make significant increases in money saved on hardware

as well as advance the performance of your technical services department.

During my role as a helpdesk agent at Innerworkings’ headquarter office, my team and I developed

strategic operations that were able to cut hours from our average time to problem resolution and save

$150K annually in hardware expenditure. I was responsible for making requested amendments to Active

Directory, Microsoft Exchange Server, FTP accounts, and deploying equipment to users. My team and I

fixed small as well as widespread technical issues for local and remote users, took measures to increase

the overall security of sensitive data, and implemented measures to prevent widespread problems. My

success at Innerworkings is founded on my ability to accurately diagnose technical issues, use clear

communication to ensure that users are aware of the implications of the repair process, and to provide

solutions to ensure the accelerated productivity of our users.

In addition to my experience with Innerworkings, I am also a proven effective leader and a hardware

expert. After having been promoted to lead technical services professional at TigerDirect I had directly

influenced a nearly two fold increase in tech revenue with reference to year over year analysis. I had

also earned several awards for outstanding leadership and my scalable contributions to driving sales. I

also have extensive experience in the disassembly and repair of laptops, desktops, and all-in-one

computers as well as professionally building custom desktop machines to order.

I have over three years of experience as a technician in a wide variety of environments with a

demonstrated track record of providing exceptional support for users ranging from gamers to chief

executives. I learn at a highly aggressive pace and anything I haven't been exposed to will be

conceptually grasped and promptly deployed.

I am eager for an opportunity to meet with you and discuss the needs of your corporation and my

potential role. Please do not hesitate to contact me anytime at:

224-223-2299

[email protected]

Sincerely,

Nicholas Stevens


Objective To utilize my technological background and experience to the benefit of your corporation by way of swift and accurate diagnostic and repair services, using concise communication to manage end user expectations and satisfaction, as well as comprehensive consultation and efficient deployment of hardware and software. I intend to dedicate myself to a role that will allow me to not only evolve with your corporation, but advance your service capacity and expand your business. Technological Skillset

Expert in computer hardware

Disassembled and repaired an extensive list of laptops, desktops, and all-in-one computers

Adept in resolving LAN, WLAN, and WAN issues

Built a broad spectrum of custom desktop computers

Fully proficient in deploying and operating Windows Vista, 7, 8, 8.1, and 10

Familiarity with Linux and Mac OS

Marked aptitude installing and resolving issues with Microsoft Office 2007, 2010, 2013, 2016 and 365

Worked to resolve problems with XenServer, Active Directory, and Exchange Server in on-premises, hybrid, and SaaS environments

Generated FTP folders, permissions, and accounts using EFT Server

Acquainted with using System Center Configuration Manager 2012 to manage hardware assets

Set up IP Phones using Shoretel Communication System and conference lines using Level 3 Conference Portal

Employed MXLogic to administer blacklists and whitelists for user mailboxes

Acquired CompTIA A+ Certificate through school funded program Experience & Credentials Helpdesk Analyst Staff Augmentation Consultant, Burwood Group, Chicago, IL 2016

Administered fully approved changes in Office 365 hybrid environment

Gained experience with Windows Server 2012 R2 and Remedy ticketing system

Effectively triaged and executed phone, email, and walk-up requests

Carried out exemplary break/fix solutions for laptops, desktops, printers and associated peripherals

Ensured daily progress with client end migration from Microsoft Office 2010 to Microsoft Office 365

Played a vital role in developing and deploying fixes for widespread software issues Remote Support for Coca-Cola Multitenant Migration, Project Leadership Associates, Chicago, IL 2016

Resolved client-end incidents involving the functionality of Outlook 2013 following migration to multitenant environment

Became proficient with ServiceNow ticketing system and Bomgar Representative console

Worked with escalation teams to resolve incidents that necessitate changes to mailboxes in Microsoft Exchange

Built knowledge base by creating instructional documents upon discovery of working resolutions

Provided Level 2 remote support with limited access to the client’s administrative consoles and network resources Helpdesk Support Technician, Innerworkings, Chicago, IL 2015 — 2016

Supported local and remote internal users with technical problems in a domain-bound environment with on-premises software

Managed hardware assets via SNOW inventory client, SCCM 2012 and Active Directory

Demonstrated proficiency with Zendesk ticketing system and handled 80 to 100 tickets per week

Diagnosed and resolved incidents surrounding Cisco VPN Client for remote users

Repurposed damaged hardware, reducing $150k in annual equipment cost by reconciling inoperable equipment

A+ Computer Repair, Lead Technician, TigerDirect, Vernon Hills, IL 2012 — 2015

Managed and maintained an organized and highly productive tech department

Oversaw and provided guidance for four technicians

Controlled and executed the repair queue chronologically

Increased tech revenue nearly two fold with reference to year over year analysis

Education Northeastern Illinois University, Chicago, IL 2014 — 2015

Completed coursework towards a Bachelor’s degree majoring in Chemistry and minoring in Biology William Rainey Harper College, Palatine, IL 2008 — 2012

Associate of Arts

Completed coursework towards a Network Administration Degree


References

Anthony Lampl

[email protected]

(708) 603-0101

Acquainted with ability to handle multiple projects at once,

handle a large volume of technical requests and issues, as

well as maintain an organized equipment inventory.

Kevin Johnson

[email protected]

(312) 277-1499

Familiar with my ability to diagnose complex technical

problems remotely, communicate effectively across

multiple mediums, and my hardware aptitude.

James Billings

[email protected]

(847) 445-2770

Can discuss my ability to reverse poor customer responses,

encourage a growing number of return customers, and my

strategies towards attaining ascending sales metrics.

Timothy Villareal

[email protected]

(847) 207-5423

Can speak to my leadership qualities, my ability to train

and develop a technician’s skillsets, and my strengths

aimed at developing professional strategies to build an

elated and abundant clientele.

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