nick graham cv 2016
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NICK GRAHAMUniontown, KS, 66779 / Cell: (620) 875-5059
[email protected] / www.linkedin.com/in/nickag
S UMMARY
I have spent the last eleven years providing help desk support in the manufacturingand healthcare fields, where I have established a proven track record of increasing first call resolutions and customer satisfaction. I am A+ and Network+ certified, and well-versed in both Windows and Mac OS X, Android and iOS, all flavors of Microsoft Office, and Windows Server 2008 and 2012 R2 administration.
P ROFESSIONAL E XPERIENCE
Help Desk Manager – Tank Connection Affiliate Group July 2014 – Present
Oversee a two person Help Desk team providing desktop and network support for approximately 75 users across five locations, as well as all departmental purchasing.
Increased first call resolutions and customer satisfaction by 45% within my first 90 days. Promoted to Help Desk Manager in September of 2015. Successfully completed end user software/hardware rollout of Epicor ERP system across
all five company manufacturing facilities.
IT Technician – B&W Trailer Hitches Sept. 2011 – Dec. 2012
Provided desktop and network support for an office of approximately 50 users. Increased first call resolution and client satisfaction by 55% within my first 90 days. Successfully completed a company-wide migration to Windows 7 and Office 2010 for all
users. Assisted in the consolidation and virtualization of 13 physical servers into two primary
Hyper V hosts.
Network Technician – AZZ Incorporated Dec. 2006 – Jan. 2011
Provided the sole on-site desktop and network support for approximately 60 users across two company locations.
Increased first call resolution and client satisfaction by 25% within my first 90 days. Successfully completed a full hardware refresh of all workstations, laptops, servers, and
network equipment at both the Pittsburg, KS and Tulsa, OK locations.
Field Desktop Support (Contractor) – Great West Healthcare Jul. 2005 – December. 2006
Provided desktop and network support for an office of approximately 350 office users and 30 teleworkers as a long term temporary contractor.
Successfully completed office-wide migration to Windows XP and Office 2003. Increased first call resolution and client satisfaction by 15% within my first 90 days.
E DUCATION
Labette Community College - Parsons, KS Jan. 2013 - May 2014Associate’s in Applied Science – Network Administration