Nestor Smith
Cobh,Cork
Summary
A talented individual applies problem-solving and troubleshooting skills to find quick, impactful resolutions. Hardworking Engineer trained in computer networking, server, and workstation maintenance. Diligent in monitoring performance and investigating problems to manage network assets and support user needs proactively. Communicates clearly with technical and non-technical personnel and maintains impeccable documentation. A loyal employee with a solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Network support engineer
PFH Technology
Little island, County Cork
01.2022 - Current
- Analysed reported technical issues to diagnose, trace, and correct issues.
- Optimized network operation through focused configuration and monitoring.
- Tracked network performance to identify weak points and implement improvements.
- Recommended new hardware and software solutions from current technologies, keeping network performance and security updated to industry standards.
- Maintained server performance with attention to both hardware and software needs.
- Troubleshot network issues and provided rapid solutions to limit downtime.
- Removed computer viruses and malware from affected computers, collaborating with security team to analyse security-related incidents.
- Answered user questions about hardware and software operation to help resolve problems.
- Managed over 20 customer calls per day
Technical service desk engineer
PFH Technology(HSE contract)
Little island, cork
10.2018 - 01.2022
- Providing telephone, email, and remote access support for all HSE employees across Ireland
- Recording calls (tickets) and keeping records of customer queries
- Analyzing tickets logged to identify common trends and underlying issues
- Updating documentation and information to support customers online
- Testing and fixing defective equipment on-site
- Monitoring and controlling any assigned activities with good time management
- Followed technical documentation for accurate installation, maintenance, and repair work.
- Answered user questions about hardware and software operations to help resolve problems.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Tested the function of peripheral equipment and completed quality repairs.
Account support specialist
Stripe
Mahon, cork
02.2018 - 10.2018
- Worked closely with other teams to improve our product offerings and messaging around new products
- Analyze potential risks associated with the user's transactions
- Gaining unique insights into how businesses on Stripe operates
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Obtained feedback from customers to improve service experience.
- Handled phone, email, and social media inquiries with consistent customer service across multiple channels.
- Advised customers on availability, pricing, and location of products.
- Processed and issued refunds, exchanges, and credit notes, providing tailored solutions to customer issues.
- Assisting new employees with training
- Knowledge of programming to resolve customer integration issues.
Customer service/sales representative
Abtran (sky TV)
Mahon, cork
12.2016 - 02.2018
- I can work under limited supervision with little direction from management and adhere to administrative policies and escalation procedures.
- I responded promptly to customer questions to improve customer loyalty and satisfaction.
- I handled customer complaints, providing appropriate solutions and recommending alternatives.
- I assisted customers with varying questions using product knowledge and service expertise.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
- Worked in collaboration with the sales team to achieve collective targets and goals.
- Answered calls regarding accounts and made necessary adjustments and payments.
Education
Diploma for ICT Systems and Principles for IT Professionals, Level 5 - Customer service
National Framework of Qualifications (NFQ)
Cork, County Cork 01.2015 - 10.2015
Certificate of Higher Education - Electronics Engineering
Limerick Institute of Technology
Limerick 08.2010 - 06.2014
Skills
- Time Management
- Solid written and spoken English
- Troubleshooting and Testing
- Software and Hardware installation
- Remote Access
- Team player
- Network maintenance
- Customer Service and 1st line support
- End-user training
- 6 years experience in technical support position
- Proficiency in Windows operating systems, familiarity with Active Directory, office 365, and understanding of ITIL
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Affiliations
- Interested in technology and have interest in computers and smart phones; this enables me to build up my technology skills.
- Travel – experiencing different cultures, shopping and love eating different foods
References
References available on request.
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Network support engineer
PFH Technology
01.2022 - Current
Technical service desk engineer
PFH Technology(HSE contract)
10.2018 - 01.2022
Account support specialist
Stripe
02.2018 - 10.2018
Customer service/sales representative
Abtran (sky TV)
12.2016 - 02.2018
Diploma for ICT Systems and Principles for IT Professionals, Level 5 - Customer service
National Framework of Qualifications (NFQ)
01.2015 - 10.2015
Certificate of Higher Education - Electronics Engineering
Limerick Institute of Technology
08.2010 - 06.2014
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