Nicholas Sayres

Experience

• 

  CWPS

  Jun 2013 - Sept 2019

  • Experience with administrating and maintaining Windows Server 2008 and above• High level knowledge of supporting/managing desktop operating systems• Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues• Basic virtualization Administration which may include rebooting virtual machines, resource allocation, basic architecture knowledge• Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP• Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels• Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)• Intermediate knowledge of Backup Solutions• Intermediate knowledge of troubleshooting common remote solutions such as RDP and Citrix• Basic understanding of core network components• Maintaining standards and documentation on an ongoing basis as products and technologies evolve Show less • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;• Research required information using available resources;• Follow standard processes and procedures;• Identify and escalate priority issues per Client specifications;• Redirect problems to appropriate resource;• Accurately process and record call transactions using a computer and designated tracking software;• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;• Organize ideas and communicate oral messages appropriate to listeners and situations• Follow up and make scheduled call backs to customers where necessary;• Stay current with system information, changes and updates Show less • Provide network and application support/monitoring for mission critical 24/7 systems.• Proactive monitoring of production systems with a sense of urgency when issues arise• Primary escalation point for Production issues• Communicate with systems and Engineering departments as well as external carriers to resolve and prevent issues• Work with the systems and network administration teams to resolve complex issues within specific service level agreements• Perform basic systems troubleshooting and management, coordinating and escalating with appropriate teams when necessary• Work with the systems and network administration teams to resolve complex issues within specific service level agreements• Continue to learn and update internal knowledge base of new content and video delivery solutions Show less • Took client calls and created tickets with detailed information for engineers to resolve• Using Internal Knowledge base to assist team members with ticket completion• Responding to and resolving alerts, incidents and service requests within the service level agreement• Determined which calls were critical to clients that needed immediate escalation• Trained on different Monitoring alerts across all types of systems• Assisted in keeping Knowledge base updated • Excellent customer service focus when dealing with clients• Worked with 3rd Party Vendors to resolve issues and keep Clients updated Show less

  • Systems Engineer II

    May 2017 - Sept 2019

  • Operations Support Specialist

    Mar 2016 - May 2017

  • NOC Systems Engineer

    Jan 2014 - Mar 2016

  • Apprentice

    Jun 2013 - Dec 2013
• 

  Red River

  Sept 2019 - now

  • Strategy & Planning. Primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of customer's infrastructure. • Acquisition & Deployment. Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department• Operational Management. Provides hands on technical support work related to the overall health and maintenance of customer environments. Coordinates with NOC Shift Supervisors to perform performance objectives and performance reviews with all team members.• Cooperate with Customer Success Managers and other Team Leads in managing the tasks and workload of the clients.• Review existing NOC procedures to ensure effectiveness and relevancy. Collaborate with the NOC Shift Supervisors on implementation of revisions and improvements.• Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization.• Work with others to implement new monitoring systems, processes, procedures and rules to optimize the monitoring of the platform and clients' traffic.• Suggest and implement new processes, tools, and procedures for a more efficient functioning team. • Responsible for informing Management, partners and peers about network performance and service availability.• General responsibility for the results and performance of the team. Show less • Consult and mentor team members while providing them with meaningful feedback.• Organize the operations, training and work on personal development of each team member.• Ensure a high satisfaction level for team members.• Cooperate with Customer Success Managers and other Team Leads in managing the tasks and workload of the clients.• Define the personnel and technical needs of the team.• Work with others to implement new monitoring systems, processes, procedures and rules to optimize the monitoring of the platform and clients' traffic.• Suggest and implement new processes, tools, and procedures for a more efficient functioning team. • Give continuous feedback to management on how to improve our platform.• General responsibility for the results and performance of the team. Show less

  • Manager, NOC Operations

    Dec 2020 - now

  • NOC Team Lead

    Sept 2019 - Dec 2020