Open to opportunities

Adam Nowak

@adamnowak70

Message

Technical Support Specialist blending customer care with cybersecurity and networking.

United States

Message

What I'm looking for

I’m looking for a technical support role where I can help users clearly, troubleshoot quickly, and partner with engineering to improve web/mobile support—while continuing to grow in cybersecurity and network security.

I’m a Technical Support Specialist with experience helping both internal employees and customers—especially non-technologically minded users—through high-volume troubleshooting. In my most recent role at MuellerReports, I answered thousands of technical support calls, researched and triaged website and mobile app issues, and escalated to the right next-level teams to drive fast resolution.

I also bring a cybersecurity and networking foundation that strengthens how I approach security and incident-minded thinking. I completed a Cybersecurity Professional Certificate course (University at Buffalo) covering Network Security, Ethical Hacking, Digital Forensics, Incident Response, and Python, and I applied that learning through projects like configuring DHCPv4 and building initial network security using ACLs, port security, accounts, and password encryption.

Beyond support, I enjoy taking ownership of change and clearly guiding others. I led work on transitioning password handling from KeyPass to Bitwarden—researched the new approach, supported structural changes from on-prem storage to a cloud-based system, and wrote comprehensive staff instructions—while continuing to build trust through “excellent attention to detail,” “high level of integrity,” and a “willingness to learn new skills.”

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

MuellerReports

Feb 2023 - Feb 2026 (3 years)

Answered thousands of technical support calls for internal employees and customers, supporting non-technically oriented users and resolving issues through research, triage, and escalation. Provided mobile device support using Verizon MDM for company iPhones and collaborated with project managers and software developers to solve problems.

Technical Support Customer Service Escalation Management Mobile Device Management Website and Mobile App Support Troubleshooting Documentation

COVID-19 Contact Tracer

Erie County Department of Health

Oct 2021 - Jan 2023 (1 year 3 months)

Conducted interviews as a contact tracer for COVID-positive Erie County residents, assessing needs and documenting details in CommCare. Communicated with administrators, nurses, and principals and performed surveillance testing at schools to gather data for senior analysis.

Contact Tracing Interviewing Case Documentation CommCare Data Collection Compliance

Care Coordinator / Admissions Specialist

Horizon Health Services

Aug 2018 - Jul 2021 (2 years 11 months)

Coordinated medical, mental health, and social support for 50+ clients by working with family members and community supports. Produced daily reports, documented client histories with attention to detail in EMRs, and provided outreach and crisis intervention as needed.

Care Coordination Admissions Support Crisis Intervention

Health Advocate

UnitedHealth Group

Oct 2015 - Jul 2018 (2 years 9 months)

Provided phone-based insurance support, resolving issues and answering questions for dozens of members daily while documenting each case in a database. Trained on systems and principles for over two months and advanced to Tier 2 Health Advocate after under a year at Tier 1.

Training Systems Data Entry Customer Service

Education

Degrees, certifications, and relevant coursework

Canisius College

English

Studied English with a concentration in Theatre at Canisius College.

University at Buffalo

Cybersecurity Professional Certificate, Cybersecurity

Activities and societies: Courses included Network Security, Ethical Hacking, Digital Forensics, Incident Response, Python, and Windows Security.

Completed a Cybersecurity Professional Certificate course at the University at Buffalo in December 2022, covering topics such as network security, ethical hacking, and incident response.