Nicholas Daye

Nicholas Daye- |-| Brampton, ON | www.linkedin.com/in/nicholasdaye/ ____________________________________________________________ "I treat IT problems as puzzles; producing the solution to solve the issue" ____________________________________________________________ Summary of Qualifications ● 5+ years of hands-on experience with laptop and desktop hardware ● 4+ years of hands-on experience with console and handheld gaming hardware ● Completed customer service training with a focus on providing strong communication and high satisfaction ratings ● Experience using problem-solving to find creative solutions to solve customer problems. ● 3+ years of video, music and photo editing training and experience, developed through self-taught methods ● General knowledge of Google Cloud Platform services, billing, interface, design, and deployment. Technical Skills Operating Systems: Applications: Tools: Project Management: Windows, Android, iOS, Mac OS, Linux ServiceNow, Microsoft Office 365, GanttProject, GCP VMware, G Suite by Google, Packet Tracer, Compute Engine, GKE, App Engine Agile, Waterfall, Scrum and Gantt Charts Education & Certifications CompTIA A+ Dec 2019 Cisco IT Essentials Certification Dec 2019 WISE Certification Level 1&2 Jan 2022 Essential Google Cloud Infrastructure: Foundation Sept 2020 Essential Google Cloud Infrastructure: Core Services Sept 2020 Elastic Google Cloud Infrastructure: Scaling and Automation Oct 2020 Google Cloud Platform Fundamentals: Core Infrastructure Oct 2020 Reliable Google Cloud Infrastructure: Design and Process Nov 2020 Junior IT Analyst Program NPower Canada │ Toronto, Ontario 14-week in-class training with hands-on experience including: Sept - Dec 2019 ● ● ● ● ● ● ● ● ● ● Assemble computer components based on customer requirements Install, configure, and troubleshoot: hardware and software components Install, configure, and troubleshoot: Windows, iOS, Android, and Linux operating systems Networking basics: IPv6, network topologies, installing wireless and SOHO networks Security/forensics Mobile device installation/configuration: Laptops, smartphones, tablets Basics of virtualization, desktop imaging and deployment Network services and Cloud Computing Implementing preventive maintenance measures on workstations Customer support ServiceNow Foundations Training Customer Service Training COSTI Employment Services | Brampton, Ontario August 2018 Advertising and Marketing Communications (Partial Completion) Sheridan College Trafalgar Campus | Oakville, Ontario April 2015 Architecting with Google Compute Engine Google Cloud |Coursera November 2020 Work Experience Content Moderator Concentrix │ Remote June 2022 - Present ● Categorized accounts breathing TOS for client’s website ● Handle cases regarding political and medical misinformation ● Actioned against accounts promoting self harm, threats, spam, prejudice, and spreading fear against protected groups. ● Assisted in training other agents by hosting shadowing sessions and creating training documents. ● Earned a 100% quality review score during work period Repair Technician uBreakiFix │ Brampton, ON ● Repair phones, tablets, laptops, and other devices ● Troubleshooting Apple, Google, and Samsung devices. ● Earned WISE levels 1&2 certification. Jan 2022 - March 2022 Customer Advisor Dec 2020 - June 2021 Hinduja Global Solutions │ Remote ● Entered account and inquiry data in real time to verify and assist customers. ● Promptly assist customers with billing, services, technical, and sales inquiries. ● Promoted internet, tv, home phone, and mobile services. ● Calmly and rationally explain company policies to customers and propose solutions to ongoing issues in order to de-escalate customers. ● Use of multiple applications per call (5 on average) ● Filed detailed case reports via servicenow on every call, including escalation reports. ● ● ● ● Went through basic troubleshooting steps with customers to assist technical support. Looked up and broke down previous account activities such as billing and usage for customer inquiries. Managed account information such as billing, personal, and address management. Confirmed and recorded all billing details with customers for any future inquiries.