Nathan Asher
Norfolk
Summary
Dynamic Technology Help Desk Lead with extensive experience at Newport News Public Schools, adept at managing support operations and enhancing user satisfaction. Proven expertise in troubleshooting and asset management, complemented by CompTIA A+ and Network+ certifications. Recognized for streamlining processes and delivering effective solutions while fostering a collaborative team environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technology Help Desk Lead
Newport News Public Schools
07.2024 - Current
- Manage the Help Desk including parts inventory, computer inventory, asset management system, and work order system.
- Provide tier 2 support for technology and end users.
- Self-motivated, with a strong sense of personal responsibility.
- Maintain and supported Ipad integration for staff and students.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Oversaw computer setup and issuance for all staff of more than 4000.
Technology Support Specialist
Newport News Public Schools
10.2016 - 07.2024
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Supported teachers and support staff with hardware and software issues on laptops, desktops, printers, phones, and interactive boards.
- Responsible for imaging laptops and desktops on a large scale
- Repaired/replaced components on laptops and desktops
Dell Hardware Technician
Unisys
03.2013 - 10.2016
- Troubleshooted hardware issues in Dell desktops, laptops, tablets, and servers.
- Replaced components such as motherboards, daughterboards, LCDs, hard drives, batteries, fans, and plastics.
- Provided onsite support for hardware issues for both business and residental customers.
Education
Associate of Applied Science - Information Technology
Tidewater Community College
Norfolk, VA12-2012
Skills
- Many years of customer service and support
- Operating Systems: Windows, Linux, macOS
- Help Desk / Support Tools: Freshservice, Filewave, Google Admin, Active Directory
- Hardware & Troubleshooting: PC/laptop repair, computer maintenance, peripheral setup
- Imaging and device setup
- Teamwork and collaboration
- Friendly, positive attitude
- MS office
Certification
CompTIA A+
CompTIA Network+
Multiple Dell desktop and laptop certifications
Timeline
Technology Help Desk Lead
Newport News Public Schools
07.2024 - Current
Technology Support Specialist
Newport News Public Schools
10.2016 - 07.2024
Dell Hardware Technician
Unisys
03.2013 - 10.2016
Associate of Applied Science - Information Technology
Tidewater Community College
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