Open to opportunities

Nicole Brooks

@nicolebrooks

Message

I am an IT support specialist focused on user-first troubleshooting.

United States

Message

What I'm looking for

I'm seeking a hands-on IT Help Desk role delivering Tier 1 support, device configuration, and user training at a collaborative company that values documentation, remote support, and growth toward systems administration.

I am a detail-oriented, tech-savvy IT professional with 6+ years providing Tier 1 end-user support, device configuration, and technical troubleshooting. I prioritize clear, user-friendly communication when resolving hardware, software, and connectivity issues.

I have a proven track record logging and resolving tickets, creating knowledge base documentation, and delivering remote assistance via screen-sharing tools, achieving a 75% first-call resolution rate. I routinely onboard users, configure email and printers, and escalate complex issues with complete troubleshooting history.

I am currently pursuing CompTIA A+ to deepen my technical foundation and am focused on roles where I can combine hands-on support, user training, and documentation to reduce repeat issues and grow toward systems-level responsibilities.

Experience

Work history, roles, and key accomplishments

Current

IT & Systems Support

Current

Weichert Realtors

Jan 2022 - Present (3 years 8 months)

Provide Tier 1 technical support for hardware, software, and network issues, achieving a 75% first-call resolution rate and configuring email, printers, and devices. Deliver remote assistance, document resolutions in the knowledge base, and escalate complex incidents to Tier 2 with full troubleshooting history.

Tier 1 Support Ticketing Systems Remote Support Printer Networking Troubleshooting Knowledge Base User Training

Administrative Coordinator

Weichert Realtors

Jan 2020 - Jan 2022 (2 years)

Managed onboarding for new agents including CRM and communication account setup, prepared digital onboarding packets, and processed contracts to ensure compliance and smooth launches. Maintained procedural documentation and served as point of contact for internal tool questions to reduce support requests.

Onboarding CRM Administration Documentation Scheduling Compliance Training Internal Tools

Reservations Supervisor

Hotel Granduca Austin

Jul 2019 - May 2020 (10 months)

Managed a high-volume call center handling 200+ calls daily and resolved system-related booking and payment issues while training staff on reservation software. Ensured data protection compliance and provided remote assistance to address booking system errors.

Staff Training Troubleshooting Remote Support Customer Service Data Protection

Front Desk Supervisor

L'Auberge Del Mar

Jul 2017 - Jun 2019 (1 year 11 months)

Supervised front desk operations and a team using hotel management software to check in guests, process transactions, and maintain accurate records. Diagnosed and resolved transaction errors, trained new staff on systems and troubleshooting, and created reports to monitor system activity.

Hotel Management Staff Training Troubleshooting Reporting Customer Service Access Management