Nicholas Naylor

Experience

• 

  Sauk Valley Community College

  Aug 2013 - Dec 2014

  Work Study Student

  Installed, configured, and maintained various hardware/software for Sauk Valley Community College's daily operationsPerformed operating system/software troubleshooting for faculty and staff.Facilitated all technological needs including the transfer, setup, testing, troubleshooting, maintenance and breakdown for all performances, ceremonies, meetings, and events hosted by Sauk Valley Community CollegeCreated a physical inventory and digital database of audio/video-based lectures, speeches, graduations, performances, and conferences from the mind 1970’s up to 2015 which provided long-term retention of Sauk’s academic knowledge and provided excellent material for the marketing/advertising department to utilize in strategic marketing campaigns. Improved cable structuring in over forty classrooms and lecture halls.Administered Sauk’s entire technology inventory including but not limited to desktop/laptop computers, printers, televisions, projectors, monitors, power supplies, cat5, rca, dvi, hdmi, and vga cables. Due to keeping a strict compliance policy with the technology inventory, Sauk saved thousands of dollars in item replacement costs Show less

• 

  Safe Aging of the Ozarks

  May 2018 - Jun 2021

  IT Director/Business Administrator

  Maintain all aspects of Information Technology including procurement, installation, configuration, troubleshooting. documentation and maintenance of all related systems, hardware, peripheral devices and software.Responsible for the creation, setup, monitoring and maintenance of business-related software and digital platforms. including spreadsheets, documents, social media, website design, hosting and maintenance, google search console, and search engine optimization (SEO). Designed and implemented all business advertising and marketing resources including, brand logo, business cards, flyers, radio broadcasts, newspaper articles, social media, and business website. Show less

• 

  Bullhorn

  Mar 2019 - Nov 2019

  Technical Support Analyst

  Provided technical troubleshooting first call resolutions for Bullhorn’s ATS/CRM platform including Max-Hires, Sendouts, Canvas, Jobcast, Multi-Board Search (MBS), LinkedIn Recruiter System Connect, Bullhorn SMS, Email Integration, Vendor Management System, Indeed Syndication, and Rest API.Demonstrate expertise on ATS/CRM functionality provided to over 10000 staffing company clients in over 150 countries.Responsible for the creation, management, resolutions and/or escalations of Support tickets via SalesforceProvided Support for Bullhorn marketplace partners including Broadbean, CareerBuilder, Cube19, Constant Contact, CloudCall, Daxtra, Dice, Haley Marketing, Monster, and LinkedIn. Provide resources and administer oversight for the setup, integration and alterations of client entitlements, credentials, abilities, and user access within the Bullhorn ATS/CRMDemonstrate technical mastery and use of contingency platforms including Salesforce, Five9, IE Admin, Rodeo, Wallboard, Microsoft Office, GoToAssist, Zoom, FileZilla, Slack, JIRA, SoapUI, Github, Viscosity VPN, and Postman. Show less

• 

  U.S. Census Bureau

  May 2020 - Aug 2020

  Census Enumerator

  Operations - Conducted door-to-door interviews collecting demographic and socioeconomic data from residents while establishing rapport with respondents by displaying professionalism and excellent communication skills.Conflict Resolution - Resolved conflicts or issues arising during interviews by using effective problem-solving techniques.Technical Proficiency - Acquired and secured data by utilizing technologies provided by the Census to record information, manage enumeration cases, and notate incidents that occurred on enumeration interactions. Show less

• 

  Full Potential Solutions

  Nov 2020 - May 2022

  Harvested and qualified over 13,200 leads of clientele and service providers.Provided account and technical troubleshooting for drivers and clients while facilitating state and/or country compliance regulations.Demonstrate technical mastery and use of contingency platforms including Bliss, Salesforce Lightning, Google Suite, Global Protect VPN, Zoom, JIRA, and Paycom.Successfully delivered KPI’s and stakeholder approved production requirements resulting in the receipt of numerous 100% Quality Assurance evaluations with no need for corrective coaching. Show less Provided technical troubleshooting for Fiber Optic and Vantage Data, Video, and Voice services including FTTP/H, FTTN, Fixed Wireless Broadband, and FiberHouse services countrywide. Utilized technical knowledge to service internal and external devices including Quantum and Legacy Set Top Boxes (QIP), Broadband Network Gateways (BNG),Gateway Routers (GWR), Residential Gateways (RG), Broadband Home Routers (BHR), Optical Network Terminals (ONT), Optical Line Terminals (OLT), Digital Subscriber Line Access Multiplexers (DSLAM), Network Interface Devices (NID), POTS, TDM, CS2K, FDV, mobile phones, televisions, in-home smart devices, game systems, laptops, desktops, tablets, security systems and more..Demonstrated technical mastery and use of contingency platforms including, Google Suite, Matrix5, BOLD Chat, PEGA Suite, CORE, Eco-Assist, Loopcare, TechSee, Paycom, HUB, Simpl, CES, DPI, Agent Portal, INet Portal, Lola, and VXField.Successfully delivered KPI’s causing receipt of numerous client commendations for exemplary customer service and overall performance. Show less

  • Customer Engagement Specialist / Uber Campaign

    Jul 2021 - May 2022

  • Technical Support Specialist I/II

    Nov 2020 - Jul 2021
• 

  Redwood Software

  May 2022 - Apr 2024

  Sales Operations Administrator / Software Licensing Administrator

  Multifaceted Operations - Business as usual continuation of all Tidal Software related responsibilities with additional responsibilities including all Tidal by Redwood Opportunities, PoC's, MSSA's, Grandfathered Renewals, Subscription Flips, PO's, Closed/Won Opps and Invoices in collaboration with Redwood's Tidal sales division, legal department, and finance divisions.Systems Integration - Verified and provisioned licensure coding for Tidal Automation, Tidal Explorer, Tidal Repository, and Instant Connect, while structuring and processing Tidal SaaS opportunities, quotes, invoices, and contracts. Managed and executed JIRA sprint iterations in Dev, UAT, and Prod for Salesforce development and Tidal market branding.Coordination - Managed and executed structured JIRA sprint iterations in Dev, UAT, and Prod for Salesforce development and Tidal market branding, while creating license policies with admin oversight for end-user access to Tidal’s support portal, securing clientele files, records, support tickets, service history, and PII.Identified issues and solutions to eliminate backlog and maximize workflows.Served as liaison between departments to facilitate communication and resolve conflicts.Compiled and analyzed data to create reports for management review.Collaborated with IT department to troubleshoot technical issues affecting office equipment or software.Improved information management with enhanced data entry and tracking processes.Responded to customer inquiries and resolved issues promptly.Provided targeted resolutions to complex departmental conflicts, utilizing critical thinking and collaborative problem-solving.Documented, researched and resolved customer service issues. Show less