Alan Cory Nicholls

4528 S Triton Dr. #E

Murray, UT 84107

385-298-6177

nicholls.cory@gmail.com

Summary

·  Almost 2 years of experience in light database administration.

·  Experience with NetSuite: a cloud-based business software service platform to manage accounting, customer relations, and inventory.

·  Extensive knowledge of CDMA and GSM wireless networks in both an administrative and technical capacity.

·  Adept with Microsoft Office.

·  4 years of customer service in person and over the phone.

·  Ability to adapt to new technology and ideas in a high stress environment, communicating thoroughly in time-sensitive situations.

·  Expert knowledge with computer hardware maintenance and troubleshooting from legacy to cutting edge technology.

·  Extensive skills in troubleshooting software and networking issues in Windows 9x, 2k, XP, Vista, 7, 8, and 10; along with Microsoft Server equivalents.

·  CompTIA A+ certified Remote Support Technician (2008)

·  Seasoned in using Remote Desktop tools, both Microsoft and 3^rd party.

·  Educated in statistical analysis and research methods.

Education

Major(s) – Economics, Mathematics (Statistics Emphasis) -2003-2004, 2010-2012

University of Utah, Salt Lake City, UT

       I am currently looking for an employer that will work with a school schedule as I head back to school in Summer 2016 to complete my undergraduate degree.

      Current GPA: 3.5

      Current GPA in Economics: 3.91

Experience

Senior Operations Specialist

9/15-2/16

OptConnect, LLC

·          Returned to OptConnect after they contacted me.

·          Assumed many of the same responsibilities of the Data Integrity Specialist Role (see below).

·          Trained and assisted Shipping and Damaged Goods departments on proper device configuration and our inventory system.

·          Oversaw OptConnect’s carrier accounts and imposed new cost saving measures, including a data cap on cellular lines and increased monitoring of cellular usage.

·          Provided high-level internal device support for our customer support department. Assistance included basic networking troubleshooting, advanced router configuration, and cellular troubleshooting.

·          Identified potential device issues and composed documentation on how to fix/avoid them.

Technical Support

6/15-8/15

CenturyLink

·          Provided support for CenturyLink’s consumer ADSL/VDSL accounts.

·          Avoided costs to the company by correctly identifying and resolving issues related to modem configuration.

·          Analyzed line issues caused by noise and attenuation. Dispatched field technicians when appropriate.

·          Solved network configuration issues on IOS, Android Windows, and Mac OSX operating systems.

·          Resigned to return to OptConnect.

Data Integrity Specialist

7/13-4/15

OptConnect, LLC

·          Managed a database of over 60,000 wireless modems deployed in ATMs across the country through NetSuite.

·          Engaged in wireless carrier interactions with Verizon, Sprint, and KORE (an AT&T MVNO)

·          Researched and facilitated massive carrier migrations from Verizon and Sprint’s public networks to private networks.

·          Cut carrier costs through analyzing data usage through statistical methods.

·          Worked with the device manufacturer on RMAs, handling carrier-oriented fixes.

·          Managed Optconnect’s Damaged Goods section, containing damaged or warrantied devices for over 1 year. Repurposed devices for sale.

·          Provided extensive device testing and QA for new products and solutions.

·          Generated usage and device reports for sales, support, and management roles.

·          Authored extensive documentation on troubleshooting, training, and business critical processes on the company’s private wiki.

·          Researched solutions to new M2M applications and verticals outside of the ATM industry including: gaming, environmental, and waste management.

·          Familiarized myself with windows batch files to help automate tasks and increase efficiency.

·          Participated in the company’s bi-annual inventory to ensure device counts were correct.

Taxworks Tier 1 Technical Support Agent

11/09-4/10

Redgear Technologies (H&R Block)

·          Provided technical support and program assistance for customers.

·          Collaborated with coworkers and supervisors to ensure any customer issue was resolved in a timely manner.

·          Documented case reports in case the issue was unresolved or re-emerged.

·          Assisted first-time users with the installation and basic usage of the program to promote customer satisfaction and retention.

·          Volunteered for overtime when given the opportunity.

·          Resolved various issues including: SQL database errors, bugs and glitches, data importation, and user errors.

Dell Level 2 Technical Support Agent

5/08-7/09

Teleperformance USA

·          Supported small to large business clients in the United States and Canada, including Canadian Government and Military, Investors Group, and Power Corp. (of Canada).

·          Provided technical support by phone and remote assistance using Citrix GoToAssist, a remote desktop application, to diagnose and repair hardware/software issues.

·          Obtained knowledge of Citrix tools Siebel and ATG.

·          Accumulated experience in taking thorough logs of each call for future reference to fellow agents and the customers I assisted.

·          Adept knowledge of Dell systems including Dimension, Inspiron, XPS, Vostro, Latitude, Optiplex, and Studio systems.

Data Entry Specialist (Transitional Employee)                      

6/05-3/08

USPS Remote Encoding Center

·          Maintained an average speed of 13,000 Keystrokes per Hour.

·          Re-directed mail, flats (magazines and envelopes), and parcels to the correct address over a remote connection in real-time.

·          Kept an accuracy of over 95% to assure correct delivery.

·          Received image training to identify certain objects on screen in fractions of a second.

·          Achieved top 10% in both speed and accuracy in the center multiple months.

References

Chase Jeppsen

Associate Analyst IT Support

Jet Blue

Phone: (801) 425-6579

Charles Buggs

Call Center Trainer

H&R Block (previously RedGear Technologies)

Phone: (801) 529-0171

Brian Stephens

Senior Cloud Disaster Recovery Specialist

Seagate

Phone: (385)333-9399