Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nathan Falco

Victorville

Summary

Installation and Support Technician well-versed in troubleshooting equipment and network problems. Analytical thinker accustomed to quickly and accurately diagnosing and repairing technical issues.

Overview

10
10
years of professional experience

Work History

Technical Support Specialist

EXp Realty, LLC
04.2022 - Current
  • Provided high-level technical support by resolving inquiries by e-mail and from inside the eXp World application (like phone calls) with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Walked individuals through basic troubleshooting tasks.
  • Used a ticketing system (Zoho) to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Remoted in to agents PC’s and Mac’s to troubleshoot eXp World issues and audio/graphics issues
  • "Subject Matter Expert" for eXp World and FRAME
  • Designed rooms for a virtual metaverse within eXp World

IT Support Technician

Throttle Up Performance
11.2020 - 04.2022
  • Troubleshoot and diagnose problems to accurately resolve wide range of technical issues via Zoho
  • Remove malware, ransomware and other threats from laptops and desktop systems
  • Configure hardware, devices and software to set up work stations for employees
  • Maintain and update customer database
  • Install, modify, update, repair software and hardware to resolve technical issues
  • Perform tests of functionality, security and performance of different workstations and devices when needed

Retail Merchandising Representative

Acosta Sales & Marketing
04.2018 - 06.2019
  • Assisted customers when needed
  • Worked with store and department managers to optimize promotions
  • Inventory
  • Assembled quarter and full-size point of purchase promotional displays
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays
  • Updated pricing and signage to complete product displays
  • Set products to planograms
  • Monitored inventory levels and kept adequate stock in product displays on sales floor
  • Input daily inventory, orders and records through Tablet

IT Student Worker (Temporary Position)

Desert Mountain SELPA
03.2015 - 06.2015
  • Offered quality clerical support to department personnel
  • Worked in team environment to maintain high levels of productivity
  • Installed and configured software and hardware
  • Documented core systems configurations, passwords and system access requirements
  • Installed, modified and repaired software and hardware to resolve technical issues
  • Performed tests of functionality, security and performance of different workstations and devices
  • Coordinated with IT teams to resolve advanced computer software and hardware problems
  • Assisted computer users with technical issues remotely and at workstations
  • Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution

Education

Associate of Applied Science Degree - CIS - Computer Information Systems

Victor Valley Community College
Victorville, CA
06.2022

High School Diploma -

Options For Youth
Hesperia, CA
11.2013

Skills

  • Zoho experience
  • Help desk support
  • Troubleshooting network issues
  • Remote and on-site technical support
  • Hardware and software configuration and repair
  • Computer diagnostics
  • Device installation
  • Password resets
  • Proficient in Microsoft Windows and Office
  • Vast knowledge of social media platforms
  • Reliable, dependable, excellent work ethic
  • Detail oriented with strong organizational skills
  • Multitasking and prioritization
  • Excellent verbal and written communication
  • Exceptional interpersonal skills

Timeline

Technical Support Specialist

EXp Realty, LLC
04.2022 - Current

IT Support Technician

Throttle Up Performance
11.2020 - 04.2022

Retail Merchandising Representative

Acosta Sales & Marketing
04.2018 - 06.2019

IT Student Worker (Temporary Position)

Desert Mountain SELPA
03.2015 - 06.2015

Associate of Applied Science Degree - CIS - Computer Information Systems

Victor Valley Community College

High School Diploma -

Options For Youth

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Nathan Falco