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Zachary Ninteau

Tier 1 Technical Support - Enterprise/Corporate

Summary

Knowledgeable, CompTIA A+, N+, S+ certified technician entering the technical support field - looking to gain experience and on the job training in order to move forwards in my career as I pursue my Master's in Computer Science.

Work History

July 2016Present

Junior Support Analyst

Tsunami Tsolutions

Work with team members to quickly and efficiently deliver effective solutions for contracted support roles.

Maintain contact with customer and ensure they are informed and up to date on status of tickets.

Triage tickets by priority and resource availability to ensure customer and SLA expectations are met.

Dec 2015June 2016

Customer Service Specialist (Tier 1 Tech Support)

Mohegan Sun Casino

Work one-on-one with customers - other casino employees, or vendors, typically - to provide Tier 1 tech support services.

analyzing issues reported, determining problem and user's goal, creating documentation regarding issue and its resolution or escalation.

providing problem resolution for simple and routine problems, or escalation for issues outside position's scope.

Assessing caller's need in regards to patrons affected, and impact on casino's overall functioning, to determine when urgent escalation is appropriate, and when routine escalation is more appropriate.

Oct 2015Dec 2015

PATH Homeless Outreach Case Manager

Perception Programs, Inc

Work with homeless clients in the WIllimantic area - establish goals and needs

Link clients with providers in the area to assist with accessing resources to achieve goals - housing, clothing, transportation, substance abuse treatment, mental health treatment, etc.

Complete reports and list services provided to client, and client responses and actions, for funder review and auditing.

May 2015Oct 2015

Interim Program Manager - Cochegan House

The Connection, Inc - Cochegan House

Directly supervise day-to-day operations of program site.

Ensure that clients receive appropriate level of care from staff.

Ensure that program complies with Dept. of Corrections and Connection Inc policies and procedures.

Nov 2013Oct 2015

Case Manger I

The Connection, Inc - Cochegan House

Cochegan House is a halfway house for men leaving the prison system

Work one-on-one with clients to establish goals while in program.

Assist clients in finding information and completing procedures to achieve goals - employment, savings, housing, transportation, drug treatment, etc.

Education

Jan 2016May 2018

Master's of Science in Computer Science

University of Illinois - Springfield

Currently pursuing a MS in CS.

Aug 2009May 2013

Bachelor's of Arts in Sociology

Eastern Connecticut State University

Study in applied statistics, public policy, impacts of crime, societal impact on crime, and current issues in criminal justice and sociology.

Certifications

June 2016Present

CompTIA Security+ Certification

CompTIA

SY0-401

May 2016Present

CompTIA Network+ Certification

CompTIA

N10-006

Dec 2015Present

CompTIA A+ Certification

CompTIA

220-801 + 220-802