Nathan Poorman
Pocatello
Summary
Experienced with diagnosing and repairing wide range of IT hardware and software issues. Utilizes technical knowledge and problem-solving skills to maintain optimal system performance. Track record of delivering exceptional customer service and adapting to evolving technological needs.
Overview
11
11
years of professional experience
Work History
IT Field Service Technician
Portneuf Medical Center
10.2020 - Current
- Consistently met or exceeded performance metrics for response times, problem resolution, and customer satisfaction ratings.
- Assisted in planning and execution of office relocations, ensuring minimal disruption to IT services during transitions.
- Increased user productivity by training end-users on new software applications and hardware devices.
- Collaborated with cross-functional teams to successfully implement large-scale technology projects.
- Reduced downtime with proactive maintenance of computer systems, servers, and network equipment.
- Coordinated with vendors to secure competitive pricing on hardware purchases while maintaining quality standards.
- Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.
- Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
- Maximized equipment lifespan through routine maintenance checks, updates, and repairs as needed.
- Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
- Streamlined system upgrades by accurately diagnosing problems and implementing effective solutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Contributed towards achieving company-wide goals such as increased efficiency and improved customer experience.
IT Support Specialist
Pocatello School District 25
06.2015 - 10.2020
- Provide computer software, hardware and network support to faculty, staff, and student computers
- Build, maintain, update, and repair desktop and laptop computers
- Assist in installation and maintenance of new computers
- Maintain all assets in assigned schools
- Perform duties and close work orders in a timely matter
- Assist staff in resolving technical issues
- Run and terminate new Cat 6 lines
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Removed malware, ransomware and other threats from laptops and desktop systems
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Configured hardware, devices and software to set up new work stations for employees
- Removed and replaced malfunctioning components to correct hardware problems
- Engaged end users and answered questions via email, phone, website live chat and in forums
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
Field Specialist
Worldwide Tech Services
10.2013 - 06.2015
- Provided customer break fix support for designated equipment
- Communicated clearly in written and verbal form
- Possessed excellent customer service skills
- Accepted and performed all service calls assigned
- Completed all administrative tasks associated with each call
- Responsible for control and return of assets and inventory
- Delivered high-quality results under pressure by adapting quickly to changing circumstances in field environment.
- Fostered positive working relationships with clients through proactive communication and problem-solving initiatives.
- Maintained strict adherence to safety protocols, resulting in zero accidents during tenure.
- Increased productivity by streamlining processes and eliminating redundant tasks.
- Assisted in development of training materials for new hires, ensuring comprehensive understanding of job requirements.
- Contributed to cost reduction initiatives by identifying areas for improved resource allocation and utilization.
- Improved field operations efficiency by implementing new technologies and procedures.
- Ensured optimal performance, conducting thorough pre-job checks and calibrations.
- Collaborated with team members to develop innovative solutions for complex field challenges.
- Enhanced client satisfaction by providing timely and accurate project updates.
- Leveraged strong communication skills to effectively liaise between clients, vendors, and internal stakeholders.
- Conducted detailed data analysis to support decision-making processes for field operations management.
- Actively pursued professional development opportunities, staying current with industry trends and best practices.
- Established track record of meeting or exceeding performance targets consistently throughout tenure as Field Specialist.
- Managed multiple projects simultaneously, prioritizing tasks based on urgency and importance.
- Followed safety procedures to avoid injuries in field.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Reviewed technical documentation to complete equipment maintenance and repair.
Education
Bachelor of Business Administration - Computer Information Systems Management
Idaho State University
Pocatello, ID01.2013
Skills
- Laptop computers
- Servicing hardware upgrades on desktop computers
- Servicing hardware upgrades on laptop computers
- Excellent customer service
- Remote support
- Data backup and recovery
- IT asset management
- Help desk support
- Software installation
- Wireless networking
- IT documentation
- Hardware installation
- Incident management
- Telecommunications
- Software updates
- Hardware upgrades
- VoIP systems
- Patch management
- System diagnostics
- Configuration management
- Group policy management
- VPN setup and management
- Printer setup and repair
- Active directory
- Software deployment
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Microsoft windows and office
- Reliability
- Excellent communication
- Remote technical support
- Desktop support
- Friendly and patient
- Computer diagnostics
- Customer communication and empathy
- VPN management
- Device installation
Timeline
IT Field Service Technician
Portneuf Medical Center
10.2020 - Current
IT Support Specialist
Pocatello School District 25
06.2015 - 10.2020
Field Specialist
Worldwide Tech Services
10.2013 - 06.2015
Bachelor of Business Administration - Computer Information Systems Management
Idaho State University
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