Nicholas Napolitano

21670 Encina Road

Topanga, CA. 90290
Cell: (818)-672-6422
Email: drnick90290@gmail.com

Objective
To advance Techical Support Engineer career on the path to operations management.

Experience

September 1, 2009 – Present

Owner Operator
Dr. Nick’s PC Health Care, Los Angeles, CA
 Personal & Business Computer house calls with a smile.
 Provided direct case resolution for a wide variety of home and business end user concerns including PC Speed
improvement, Virus / Malware / Spyware Detection & Removal, Media Center maintenance and creation, Data
Backup & Recovery, PC/MAC Crash Recovery, Windows/MAC Updates/Upgrades, Upgrades (such as memory, hard
drive, video card, audio card, & cpu), Custom PC Builds, Wifi network range extension, router & firewall
configuration, TCP/IP network challenges, LAN/WAN diagnostics, Internet connectivity setup and troubleshooting,
and more.

Established trusted and dependable resource with a reputation for completing projects on time.

February 18, 2014 – May 31, 2016

Tier III Technical Support Engineer & Supervisor
Pro Softnet Corporation, Calabasas, CA
 Active world class support via phone & email for the entire Pro Softnet product line. [IDrive, IBackup, & RemotePC]
 Successfully worked with clients to resolve a full range of challenges that included installation, configuration,
troubleshooting, & maintenance.
 Operating System Supported: Windows, iOS, Android, & Linux
 Hybrid Support role included Technical, Sales, & Billing inquiries
 Was responsible for payment resolution correspondence via phone and email.
 Helped clients to stay in compliance with requirements; including HIPPA, SOX, GLBA, & SEC / NASD
 Mastered role within the first two months of employment
 Consistently answers and resolves the most calls and tickets
 May 2014 Employee of the Month
 Promoted to ‘Team Lead’ April 13, 2015
 Managed support ticket delegation to staff
 Promoted to ‘Support Supervisor’ September 21, 2015
 Managed technical, account maintenance, and Sales call queue routing to agents.
 Provided daily Call Distribution Report & Manager Briefing
 Served as IT Support for Staff Machine Provisioning, as well as network maintenance.

January 23, 2012 – September 23, 2013

Tier II Technical Support Engineer & Professional Services Engineer
Fonality, Culver City, CA

Provided 24/7 phone & email support for the entire Fonality telephony product line.
 Successfully worked with clients to resolve a full range of challenges that included installation, configuration,
troubleshooting, & maintenance.
 Supported on-site client servers, data-center hosted servers, local and remote IP phone registration and configuration,
and Fonality’s in house Call Center communications software known as HUD
 CentOS based Linux command line troubleshooting and networking skills used to support customers with Call
 Center Server systems that ranged from 40 to 300 phones.
 Consistently used my creative abilities to think outside the box on a daily basis as, each customer has different needs
for which there are different paths towards resolution.
 Directly trained new and existing clients using over the phone conferencing and, PC and MAC compatible screen-
sharing applications to bring the classroom directly to the client.
 Pro-active in building and nurturing client relationships while having maintained a schedule that was often
completely booked with appointments for weeks in advance.

October 30, 2007 – August 19, 2009

Senior Level Tech Support Lead & Manager Of End User Relations
Avanquest Software, Calabasas, CA
 Provided both written and verbal technical customer support for an extensive in-house software product line that
included diverse titles in the following areas: office, invoicing, system utility/maintenance, accounting, web design,
legal documentation, mailing, greeting card, organization and database applications.
 Promoted from Technical Support agent to Senior Level Tech Support Lead & Manager of End User Relations after
one year. As Manager Of End User Relations, I personally ensured the highest level of satisfaction among all types of
clients while working directly with the Director of Technical Support.
 Received the nickname “Nickipedia” as team members felt comfortable asking questions about any work related
subject knowing that “I don’t know” is not in my vocabulary. If I didn’t know, I researched the issue and provided
resolution in detail.

Attributes
 3+ Years of Technical Customer Support Experience within the Call Center Environment
 12+ Years of Windows Operating Environment Experience, 5+ years MAC / Linux Experience
 Strong analytical, organizational, and presentation skills
 Strong written and verbal communication skills that always put the customer’s needs first.
 Experienced with managing many different media formats [storage, conversion, codec usage]
 Experienced with a rapidly changing environment due to growth from mergers or acquisitions
 Experienced with all standard office applications such as Word, Excel, PowerPoint, & Outlook
 Experienced with telephony networking & troubleshooting VOIP, PRI, & POTS based challenges
 Experienced with the art of “holding a client’s hand” until resolution is achieved
 Experienced working with and accommodating clients and team-members all over the world
 Award winning personality that shines over the phone, via email, and in person.

Credentials
Granada Hills High School, 2003 [Graduated with Honors]

North Valley Occupational Center, 2004 [A+ Certification Course]