Nathan J. Shea
Berwyn
Summary
Dynamic Help Desk Lead with extensive experience at Resource POS, excelling in technical support and customer relationship management. Proven track record in training teams and implementing solutions that reduced recurring issues by 30%. Adept at conflict resolution and performance evaluation, ensuring high-quality service delivery in fast-paced environments.
Overview
29
29
years of professional experience
4
4
Certification
Work History
Shift Lead
Resource Point of Sales
Chicago
01.2019 - Current
- Supervised a team of 20 POS Helpdesk Support Specialists during 3 shifts, ensuring efficient call handling, issue resolution, and escalation procedures.
- Led training sessions for new team members, improving their technical skills and customer interaction capabilities.
- Acted as the primary point of contact for complex technical issues, collaborating with cross-functional teams to achieve prompt resolutions.
- Monitored support ticket system, ensuring SLAs were met and customer inquiries were addressed within agreed-upon timeframes.
- Analyzed recurring technical issues and collaborated with the IT department to implement permanent solutions, reducing problem recurrence by [percentage].
- Conducted performance evaluations, provided constructive feedback, and identified opportunities for professional growth for team members PCI Compliance.
Service Desk-Remote Services
Retail System INC
Columbia
05.2017 - 01.2019
- Providing the highest level of in-house support for a 24/7 Help Desk specializing in Restaurant Point of Sale Software.
- Training Level 1 and Level II Help Desk Technicians.
- Managing the Knowledge Base.
- Handling Vendor and Client Relationship Management.
- Supported Systems: Positouch, Aloha, Paytronix, QSR Automations, Windows 10 and earlier, SonicWall, Bomgar, macOS, Android.
- Ensuring PCI Compliance.
Service Desk-Remote Services
Flex Manage
Chicago
02.2017 - 05.2017
- Supported systems: Office 365, Windows 10 and earlier, 8x8 Phone Systems, Email/Exchange Servers, Active Directory, Remote Software Applications such as QuickBooks, Interactive Voice Response system management, Android, macOS, iOS, and Tablets.
Help Desk Consultant
Self-Employed
Seattle, WA, Irvine, CA, Nashville, TN, Chicago, IL
08.2010 - 01.2017
- Providing Level 4 help desk support to multiple companies.
- Managing relationships and liaising between clients, corporate management, and vendors.
- Conducting troubleshooting and root cause analysis for complex escalated issues that have not been resolved by Level 1-3 help desk technicians.
- Handling case management for ongoing and unresolved issues.
Help Desk Manager
VP Information Technology
02.2015 - 09.2016
- Company Overview: Multi State
- Managed a 24/7 Help Desk specializing in providing support for Healthcare Organizations in CA, GA, VA, LA, and SC.
- Provided oversight to ensure the timely delivery of high-quality technical support, ranging from Level 1 to Level III Help Desk Technicians.
- Supported a variety of systems including Office 365, Windows 10 and earlier versions, 8x8 Phone Systems, Email/Exchange Servers, Active Directory, and Remote Software Applications such as QuickBooks.
- Also managed Interactive Voice Response system, Android, macOS, iOS, and Tablets.
- Led personnel management responsibilities including staff recruitment, schedule management, payroll, training, and knowledge base development.
- Proficient in setting up, troubleshooting, and diagnosing issues related to WANs, LANs, and VPNs.
- Provided comprehensive end-user support.
- Multi State
Help Desk Manager
Data Cash Registers
Nashville
08.2012 - 08.2013
- Managed a 24/7 Help Desk specializing in Restaurant Point of Sale software in Tennessee.
- Handled Relationship Management for small to large-sized restaurant groups.
- Provided support for systems including PosiTouch, Paytronix, Micros, and Dinerware.
- Oversaw Personnel Management and Training.
- Conducted network diagnostics and troubleshooting.
- Proficient in WAN, LAN, and VPN setups.
Help Desk Analyst Level III
Custom Business Solutions
Irvine
03.2007 - 08.2010
- Providing the highest level of in-house support for a 24/7 Help Desk specializing in Restaurant Point of Sale Software across all 50 states.
- Training Level 1 and Level II Help Desk Technicians.
- Managing the Knowledge Base.
- Handling Vendor and Client Relationship Management.
- Supporting/using various systems: Positouch, Aloha, Paytronix, QSR Automations, NorthStar Order Entry, NorthStar Desktop, Windows 10 and earlier, SonicWall, Bomgar, macOS, Android.
Information Systems Operator/Analyst – 74B
United States Army
Augusta, GA/Jacksonville, SC/Germany
07.1996 - 01.2001
- Supervision, installation, operation, and performance of unit-level maintenance on multi-functional/multi-user information processing systems.
- Configuration of information processing equipment into operating configurations.
- Creation of technical documentation for maintenance purposes.
Education
IT Career Lab - Cisco Academy and Microsoft Academy curriculum
National Able Network
Chicago, IL01.2024
Military Occupation Specialty Training - Telecommunications
Advanced Individual Training
Fort Gordon, GA11.1996
Skills
- Technical support and troubleshooting
- Customer service and relationship management
- Knowledge management and performance evaluation
- Team supervision and conflict resolution
- Issue escalation and resolution strategies
- Call handling and time management
- Vendor management and inventory oversight
Certification
- CCNA
- ITIL
- CCST Networking
- CCST IT Support
Languages
English
Professional
Timeline
Shift Lead
Resource Point of Sales
01.2019 - Current
Service Desk-Remote Services
Retail System INC
05.2017 - 01.2019
Service Desk-Remote Services
Flex Manage
02.2017 - 05.2017
Help Desk Manager
VP Information Technology
02.2015 - 09.2016
Help Desk Manager
Data Cash Registers
08.2012 - 08.2013
Help Desk Consultant
Self-Employed
08.2010 - 01.2017
Help Desk Analyst Level III
Custom Business Solutions
03.2007 - 08.2010
Information Systems Operator/Analyst – 74B
United States Army
07.1996 - 01.2001
IT Career Lab - Cisco Academy and Microsoft Academy curriculum
National Able Network
Military Occupation Specialty Training - Telecommunications
Advanced Individual Training
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