Nathan McKenzie is seeking a customer service or help desk role. He has over 10 years of experience in various help desk and IT support roles, including for Artech Information Systems, Plumchoice, EasyTech at Staples, and Geek Squad at Best Buy. He has strong technical troubleshooting skills and experience resolving a wide variety of IT issues. He also has leadership experience as a general manager and served for 5 years in the US Army, where he held roles in intelligence analysis, Arabic language translation, and military administration.

1. Nathan McKenzie
Customer Service Representative/Help Desk Technician
Bargersville, IN 46106
nathanmckenzie2178@yahoo.com - 317-893-9800
University graduate offering a strong academic background in Post-Secondary Training in IT combined with
excellent administrative and technical writing skills.
Consistently recognized for technical troubleshooting skills within any professional environment.
Quick learner of technologies; equally successful in both team and self-directed settings. Proficient in a range
of computer systems, languages, tools and testing methodologies.
Leadership development and Intel Analyst while serving in the US Army
Authorized to work in the US for any employer
WORK EXPERIENCE
Help Desk Technician II
Artech Information Systems L.L.C. - Indianapolis, IN - May 2016 to Present
Responsibilities: SCCM and Dars/Marimba Imaging,
Project Refresh,
Work At Home computer equipment Reclaims,
Service Now(SNOW) ticketing.
Help Desk Technician
Plumchoice - Lowell, MA - November 2013 to October 2014
Responsibilities:
Respond to ticket queries for customers seeking help over the phone and through Bomgar/Citrix remote access
system.
Services remotely performed to include: Walked customer through problem-solving process remotely and over
the phone, Clean ups & tuned-up computers. Ran diagnostic programs to resolve problems, Resolved technical
problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems, Virus removals,
OS repairs & re-installs to include MacBook's
Peripheral setup remotely and over the phone
Smartphone and tablet repairs including iPad's.
Created documentation for the online support system
Selected Contributions:
● Researched knowledge-based articles for Microsoft and Mac OS issues, resulting in an increase in desired
help from peer technicians
● Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores.
● Handled 70+ technical calls daily and remote connections and consistently met high service standards.
Help Desk Technician
EasyTech - Staples - Colorado Springs, CO - May 2012 to July 2012
Technical troubleshooting within the EasyTech environment, including system crashes, Virus Removals and
data recoveries. Engaged and tracked Customer Priority issues and parts orders. Selected Contributions:
● Researched knowledge-based articles for all types of PC issues. Full Home Network implementation and
design.

2. Help Desk Technician
Geek Squad - Bestbuy - Colorado Springs, CO - May 2010 to July 2010
Technical troubleshooting within Geek Squad environment, including system crashes, slow pc's and data
recoveries. Engaged and tracked Customer Priority issues, with responsibility for the timely documentation,
escalation (if appropriate), resolution and closure of trouble tickets.
Selected Contributions:
● Researched knowledge-based articles for Microsoft and Mac OS issues, resulting in an increase in desired
help from peer technicians and retail staff.
● Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores.
● Handled 30+ technical/mission-critical calls daily and consistently met high service standards.
General Manager
Game Pizzazz, LLC - Schofield Barracks, HI - September 2005 to October 2007
Employee management, Logistics, Inventory Orders, Accounting, Event Coordination. Military Liaison
Infantryman, Intel Analyst, Arabic Language and Middle East Expert
US Army - Schofield Barracks, HI - May 2002 to May 2007
Responsibilities included:
Combat Infantryman,
Public Affairs
Administrative Assistant,
Key Control NCO
Military School Administrator,
Intel Analyst
Terrorist profiling,
Arabic Language Specialist,
Middle East Expert
Supply NCO
13 Service Connected awards
EDUCATION
Master's in Political Science
Southern New Hampshire University - Hooksett, NH
2016 to 2016
Bachelor's in Political Science
University of Colorado - Colorado Springs, CO
2009 to 2016
Computer Science
New Horizons - Indianapolis, IN
2015 to 2015
Server Administration
New Horizons - Colorado Springs, CO
2011 to 2012

3. LINKS
http://classweb.coloradotech.edu/~n.mckenzie5/Portfolio/Portfolio/Portfolio/default.html
http://www.linkedin.com/pub/nathan-mckenzie/53/616/587/
MILITARY SERVICE
Service Country: United States
Branch: Army
Rank: E-4
May 2002 to May 2007
Command and Staff meeting coordinations, MI Cohort Training, Specialized Trainer in CPOF and ARC
GIS map building skills, Arabic Language Training, Battalion Level Schools Coordination and Management.
Combat Life Savor, Operation Order Creation, Battalion Level security functions, Intelligence Information
Gathering and report assembling for command and staff reports
Commendations:
13 Army Achievement Awards for Leadership, Operation Management and Combat.
CERTIFICATIONS
CompTia A+
January 2016 to Present