NIKKO CHIRCO
Millstadt,IL
Summary
Experienced Technical Delivery Consultant in the telecommunications industry specializing in VoIP implementation, enterprise support, and IT project execution. Proficient in bridging technical and non-technical communication gaps to deliver solutions that improve efficiency and customer retention. Demonstrated leadership in leading implementations, resolving complex issues, and providing training to internal teams.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Enterprise Technical Account Manager II
Nextiva
05.2022 - Current
- Served as primary technical lead for franchise enterprise accounts, managing end-to-end onboarding, project coordination, and client communications to ensure seamless implementation.
- Configured and deployed customized call flow systems and IP/softphone solutions, enhancing routing efficiency and user experience across multi-site locations.
- Conducted network assessments and collaborated with client IT teams to ensure VoIP compatibility, quality of service (QoS), and optimal system performance.
- Troubleshot complex VoIP, hardware, and network issues, driving swift resolution to minimize downtime and maintain service reliability.
Telecom Support Analyst
Telecom Decision Makers
09.2021 - 05.2022
- Lead technician for the Texas Roadhouse account, managing implementation and ongoing support for 300+ franchise locations nationwide.
- Oversaw full-cycle site deployments, including equipment provisioning, service cutovers, system validation, and post-implementation adjustments.
- Troubleshot complex network, VoIP, and hardware issues to minimize operational disruptions and ensure reliable service.
- Coordinated project timelines and vendor collaboration through detailed tracking tools and proactive communication with internal teams and client stakeholders.
Service Center Technician
Mercy
01.2021 - 09.2021
- Delivered Tier 1 technical support via phone and chat, resolving up to 50 daily inquiries involving Active Directory account management, multi-factor authentication, password resets, and access permissions across hospital staff and patients.
- Supported hardware peripherals and Windows/Linux workstations, performing device configuration, driver installations, and network connectivity diagnostics across multiple clinical departments.
- Provided technical assistance for specialized medical software including EHR systems and PACS imaging tools, ensuring seamless operation and integration with hospital IT infrastructure.
- Utilized ServiceNow ITSM platform to manage incident and service request lifecycles, automate workflows, maintain detailed documentation, and develop knowledgebase articles to improve team efficiency and reduce ticket volume.
Education
Bachelor of Science - Management Information Systems
University of Missouri – St. Louis
Saint Louis MO05.2022
Associate of Arts - Transfer Studies
St. Louis Community College
Saint Louis05.2019
Skills
- VoIP Systems (Implementation & Support)
- Technical Account Management
- Project Management & Delivery
- Network Troubleshooting
- Cross-functional Communication
- Helpdesk Support (Ticketing, Chat, Phone)
- CRM software proficiency
- Client onboarding
Certification
- Entrepreneurship, Cisco Networking Academy – 2020-10
- CompTIA IT Fundamentals (ITF+) – 2020-10
INTERNSHIP EXPERIENCE
- NPower – Tech Specialist Intern
- Saint Louis, MO | 2020-08 – 2021-03
- Completed nationally recognized 16-week tech skills program.
- Worked with hardware components (PCs, routers, printers) and Windows OS.
- Applied basic networking (TCP/IP, Wi-Fi, SOHO) and security fundamentals.
- Supported mobile and desktop troubleshooting for end-users.
Timeline
Enterprise Technical Account Manager II
Nextiva
05.2022 - Current
Telecom Support Analyst
Telecom Decision Makers
09.2021 - 05.2022
Service Center Technician
Mercy
01.2021 - 09.2021
Bachelor of Science - Management Information Systems
University of Missouri – St. Louis
Associate of Arts - Transfer Studies
St. Louis Community College
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