Looking for a job

Nicholas Allen

@arlimin

Message

IT Support Specialist providing Tier 1 help for POS networks, hardware, and payments.

United States

Message

What I'm looking for

I’m looking for a role where I can deliver Tier 1 technical support for POS and payments, troubleshoot networks and devices, and improve efficiency through clear documentation and automation in systems like Salesforce.

I’m a CompTIA Security+ certified IT Support Specialist with hands-on experience providing Tier 1 technical support in live production environments. I’m known for calm de escalation during high-pressure situations, clear documentation, and rapid self learning—especially when supporting POS systems, networks, and customer-facing technology.

In my current role, I provide frontline L1 technical support for a Linux-based POS and payments platform, troubleshoot POS terminals, printers, payment devices, and in-store networks, and document incidents in Salesforce for reproducible downstream support. I also use Five9 and Dialpad daily, and I’ve built automation using Microsoft Copilot Studio and Power Automate to convert call transcripts into structured Salesforce case notes, significantly reducing manual wrap-up time.

Experience

Work history, roles, and key accomplishments

Current

L1 Technical Support

Current

Mad Mobile

Jan 2025 - Present (1 year 4 months)

Provided frontline Tier 1 technical support for restaurant operators using a Linux-based POS and payments platform, de-escalating high-pressure customer incidents and guiding resolution. Troubleshot POS terminals, printers, payment devices, and in-store networks, documenting incidents in Salesforce and using Five9/Dialpad daily; recognized as Employee of the Month and promoted within ~8 months.

Linux POS Support POS Terminals Troubleshooting Payments Support Network Troubleshooting TCP IP Five9 Dialpad Workflows De escalation

IT Solutions Specialist

Cook Technology Corp

May 2024 - Sep 2024 (4 months)

Installed, upgraded, and troubleshot IT systems across commercial and retail environments, diagnosing connectivity problems such as faulty switches, cabling issues, and failed endpoints. Installed Cradlepoint LTE backup internet solutions and validated failover behavior, supported VoIP upgrades and commercial display system repairs, and operated a proprietary ticketing system.

Network Troubleshooting Fault Isolation (Switches Cabling)Cradlepoint LTE Failover Starlink And Fiber Deployments VoIP Upgrade Support Commercial Display Troubleshooting Ticketing Systems

Education

Degrees, certifications, and relevant coursework

California Institute of Applied Technology

Certificate in Computer Information Systems, Networking and Information Technology

2022 - 2023

Grade: 3.9 GPA

Earned a Certificate in Computer Information Systems with a concentration in Networking and Information Technology. Designed and troubleshot wired and wireless networks and built foundations in hardware, operating systems, security, and CLI troubleshooting.