Open to opportunities

Nicole Holmes

@nicoleholmes

Message

Technical Support Specialist delivering enterprise troubleshooting with high first-contact resolution.

United States

Message

What I'm looking for

I’m looking for a customer-focused technical support role where I can troubleshoot Windows/Microsoft 365, VPN/network issues, and mobile problems, document incidents for SLA compliance, and collaborate with engineering to drive fast, first-contact resolutions.

I’m a Technical Support Specialist with 10+ years delivering enterprise-level technical support across telecommunications, financial services, healthcare, and enterprise environments. I focus on resolving technical incidents fast, clearly, and in a way customers can understand—especially in high-volume support environments.

I troubleshoot Windows systems and Microsoft 365 (Outlook, Teams, Excel, SharePoint), plus hardware and software issues. I also handle VPN and network connectivity using TCP/IP, DNS, DHCP, and VPN diagnostics, while supporting mobile device and SIM-related problems.

In my recent work, I’ve supported business customers by diagnosing hardware, software, network connectivity, and mobile device issues through phone-based troubleshooting, documenting incidents in Salesforce and internal ticketing systems, and escalating complex problems to engineering and Tier 3 teams. I’ve also supported autonomous vehicle technology by documenting vehicle performance issues and coordinating recovery operations to minimize service disruptions.

Earlier roles strengthened my end-to-end support and operational skills: I managed Active Directory user accounts, performed password resets and password/credential management, and resolved Microsoft 365 and VPN issues using ServiceNow and Remedy ticketing. I also brought process leadership as an Operations Project Lead, improving onboarding documentation, care plan/EMR documentation, and reporting while maintaining regulatory compliance.

Experience

Work history, roles, and key accomplishments

Current

Autonomous Vehicle Support

Current

TaskUs

Feb 2026 - Present (5 months)

Provided technical and customer support for autonomous vehicle operations, documenting vehicle performance issues and test results for engineering teams. Coordinated recovery operations during vehicle incidents while maintaining compliance with operational and safety standards.

Technical Documentation Safety Compliance Customer Support

Business Technical Support

T-Mobile

Dec 2024 - Feb 2026 (1 year 2 months)

Delivered phone-based technical support for business customers, troubleshooting hardware, software, network connectivity, and mobile device issues while ensuring SLA compliance. Diagnosed VPN, internet gateway, SIM provisioning, and account access problems and escalated complex incidents to engineering and Tier 3 teams with complete documentation.

SLA Salesforce VPN Troubleshooting Network Troubleshooting Mobile Device Support SIM Provisioning Account Access Escalation Management

Operations Project Lead

Aging With Care Of Georgia

Aug 2022 - Dec 2025 (3 years 4 months)

Coordinated end-to-end client onboarding and maintained regulatory compliance for scheduling, service authorizations, care plans, and EMR documentation. Improved operational procedures and reporting, and served as a primary liaison between clients, caregivers, healthcare providers, and leadership.

Client Onboarding Scheduling Authorization Regulatory Compliance Process Improvement Operational Reporting Stakeholder Management

Software Support Analyst

eTeam (NCR)

Nov 2021 - Aug 2022 (9 months)

Provided software support to banking clients with a 95% first-contact resolution rate, resolving system access and application issues including BillPay performance problems. Performed password resets and access reauthorizations, supported MFA setup/troubleshooting, and used remote diagnostics and ticketing systems to document incidents and meet SLA requirements.

Access Troubleshooting Application Support Password Resets Reauthorization Identity Management Remote Diagnostics Ticketing SLA

Help Desk Analyst

Randstad Staffing

Oct 2018 - Mar 2021 (2 years 5 months)

Provided phone and remote help desk support for internal employees, resolving hardware, software, Microsoft 365, VPN, printer, and network connectivity issues. Logged and managed incidents in ServiceNow, administered Active Directory accounts (including provisioning and password resets), and supported Microsoft 365 applications such as Outlook, Teams, Excel, and SharePoint.

ServiceNow Remote Support Teams Excel SharePoint VPN Troubleshooting Printer Support Active Directory User Provisioning Password Resets Incident Management

Implementation Engineer

AT&T Mobility

Jan 2014 - Oct 2018 (4 years 9 months)

Supported enterprise technology environments by performing software upgrades, system configuration changes, and network maintenance. Troubleshot network service issues, coordinated with vendors to restore service, managed service requests in Remedy ticketing, and maintained documentation and technical reports.