Naasi Nixon

Naasi Nixon

IT Specialist

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Profile

Cisco and AWS certified IT professional with over six years of experience supporting public and private sector clients. Combines technical expertise with exceptional customer service to improve customer relations and further company goals.

Work
Experience

Truist | Technical Support Analyst

October 2021 - Present

  • Provides comprehensive troubleshooting and support for critical systems essential to client daily operations
  • Manages a high volume of 15-20 tickets per day initiated through various channels including email, phone, and outreach, consistently achieving a 90% same-day resolution rate
  • Serves as the primary liaison for 20-30 clients, offering personalized support and guidance tailored to their unique needs. Actively engages in general troubleshooting and provides expert assistance during migration events, fostering strong client relationships
  • Contributes valuable insights and expertise to enhance the company's knowledge base system. Regularly submits and updates articles based on firsthand experiences and best practices gleaned from daily operations, facilitating knowledge sharing and continuous improvement initiatives

Ga Dept of Public Health | Help Desk Analyst 2

February 2020 - October 2021
  • Spearheaded the seamless operation of critical systems pivotal to the organization's COVID-19 response, ensuring uninterrupted workflow and data security
  • Systems supported - O365, OKTA, Pulse Secure VPN, VOIP, Active Directory
  • Demonstrated adept troubleshooting skills in swiftly resolving a diverse range of software and hardware issues across the business environment, minimizing downtime and optimizing productivity
  • Acted as a bridge between technical and non-technical staff, effectively translating complex technical concepts into easily understandable language

Wellstar | Pc Technician

December 2019 - February 2020
  • Assists in the setup and installation of computer workstations for new business environment

LivePerson Automotive | Technical Support

April 2017 - October 2019
  • Utilizes comprehensive troubleshooting skills to resolve a variety of technical tickets for clients
  • Awarded 'Employee of the Month' in two separate months, due to excelling in role
  • Works with team to meet department-wide SLA goals and deadlines

Certifications

  • AWS Solutions Architect Associate
  • CCNA (Cisco Certified Network Associate)

Skills

    Infrastructure and Administration - Active Directory, Group Policy, VMware, O365, Okta

    Networking - LAN/WAN, VLAN, Routing, Switching, TCP/IP, VPN, Cisco

    Cloud Computing - EC2, S3, CloudWatch, CloudFormation, Route 53

    Ticketing - Servicenow, Cherwell, Salesforce

Education

    Morehouse College | Political Science (2010-2015)

About This Website

This webpage was created with HTML/CSS/JS. The site is hosted through AWS on an S3 bucket with a Route 53 DNS and Cloudfront distribution. The backend is supported through DynamoDB, Lambda(code created with Python), API Gateway, and Javascript. CI/CD is done through AWS CodePipeline and Github.