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Nicholas Napolitano
Nicholas Napolitano
Objective
To advance Techical Support Engineer career on the path to operations management.
Experience
Established trusted and dependable resource with a reputation for completing projects on time.
Provided 24/7 phone & email support for the entire Fonality telephony product line.
Successfully worked with clients to resolve a full range of challenges that included installation, configuration,
troubleshooting, & maintenance.
Supported on-site client servers, data-center hosted servers, local and remote IP phone registration and configuration,
and Fonality’s in house Call Center communications software known as HUD
CentOS based Linux command line troubleshooting and networking skills used to support customers with Call
Center Server systems that ranged from 40 to 300 phones.
Consistently used my creative abilities to think outside the box on a daily basis as, each customer has different needs
for which there are different paths towards resolution.
Directly trained new and existing clients using over the phone conferencing and, PC and MAC compatible screen-
sharing applications to bring the classroom directly to the client.
Pro-active in building and nurturing client relationships while having maintained a schedule that was often
completely booked with appointments for weeks in advance.
Attributes
3+ Years of Technical Customer Support Experience within the Call Center Environment
12+ Years of Windows Operating Environment Experience, 5+ years MAC / Linux Experience
Strong analytical, organizational, and presentation skills
Strong written and verbal communication skills that always put the customer’s needs first.
Experienced with managing many different media formats [storage, conversion, codec usage]
Experienced with a rapidly changing environment due to growth from mergers or acquisitions
Experienced with all standard office applications such as Word, Excel, PowerPoint, & Outlook
Experienced with telephony networking & troubleshooting VOIP, PRI, & POTS based challenges
Experienced with the art of “holding a client’s hand” until resolution is achieved
Experienced working with and accommodating clients and team-members all over the world
Award winning personality that shines over the phone, via email, and in person.
Credentials
Granada Hills High School, 2003 [Graduated with Honors]