Nathan Collymore
Diego Martin
Summary
Results-driven Help Desk Supervisor with experience in managing technical support teams, troubleshooting issues, and improving help desk operations. My strengths include, but are not limited to, strong leadership abilities, effective communication skills, and knowledge of IT service management practices. Past roles have involved implementing successful strategies for improving employee satisfaction rates and streamlining processes for increased efficiency. More so, very passionate about continuous learning and professional development.
Overview
24
24
years of professional experience
1
1
Certification
Work History
ICT District Coordinator/ICT Help Desk Supervisor
Ministry of Education Trinidad and Tobago
01.2022 - Current
- Led a team of 24 ICT Technical Officers across multiple secondary schools, overseeing 4 ICT Helpdesk staff, 4 OJTs, and 2 Acting Clerk II's to ensure seamless project execution within established standards and timelines
- Provided robust ICT support for solutions developed by internal developer teams and external entities within the ICT Department (ICTD)
- Developed and implemented a comprehensive ICT Help Desk Policy, optimizing workflow and enhancing user support efficiency
- Established proactive IT investigative practices, reducing downtime and enhancing system performance through streamlined diagnosis and resolution processes
- Contributed to internal and external employee training initiatives on MOE-developed systems, ensuring proficient system utilization
- Created user-friendly documentation, including guides and tutorials, to facilitate step-by-step usage of MOE-provided services and solutions
- Conducted thorough investigation and troubleshooting to identify and implement effective solutions for encountered issues
- Enforced adherence to ICTD Policies and Guidelines among technicians, ensuring compliance in task execution
- Managed network environment for District Offices, providing technical support as needed to maintain operational efficiency
- Offered comprehensive support for ICTD internally and externally, escalating complex issues to appropriate teams for additional assistance
- Configured Microsoft Deployment Toolkit in conjunction with Windows Deployment Services for efficient deployment of Microsoft Windows 10 and 11 images, optimizing system deployment processes
IT Technical Officer
Ministry of Education Trinidad and Tobago
01.2021 - Current
- Proficiently managed organizational accounts through Active Directory, creating efficient Organizational Units (OUs) for streamlined account categorization and implementing role-based access restrictions
- Provided comprehensive support in Networking and Infrastructure, including configuration, deployment, and maintenance of PBX systems, extensions, and customized profiles
- Delivered training on advanced PBX features such as 'Ring All' and 'Hunt Groups'
- Maintained Printer Server functionality, ensuring regular support and updates to enhance operational efficiency
- Enhanced customer satisfaction by efficiently resolving issues and diagnosing equipment malfunctions for timely repairs
- Seamlessly integrated Microsoft System Center Configuration Manager (SCCM) with Active Directory domain, facilitating easy management, deployment, and security of device applications within MOE
- Supported Helpdesk operations and helped in Network and Infrastructure tasks within the organization
- Managed employee workspaces, including setup with necessary computer equipment and cable management
- Utilized CA to track support tickets and document actions, ensuring effective resolution of issues
- Provided support for MOE's E-portal, including job letter and pay slip web platform assistance
- Utilized Postman for data extraction from IHRIS for job letter verifications
- Offered Office 365 Administrator and SharePoint support for smooth operations
- Maintained MOE Asset Management System and coordinated setup of test environments within the ICT Department
- Executed scripts, managed software, and hardware updates, and conducted new hardware installations to ensure system functionality and security
- Configured network printers and other equipment, managed equipment inventory, and oversaw logistics and scheduling for MOE Laptop Distribution to over 20,000 recipients in Trinidad and Tobago, including Mi Fi devices
IT Technical Director
JoeCol Technologies Company Limited
01.2010 - 01.2021
- Handled a high volume of over 50 support calls daily, providing friendly and efficient customer service while effectively managing challenging situations
- Demonstrated adaptability by quickly acquiring and applying new skills, resulting in improved efficiency and productivity in daily tasks
- Maintained up-to-date knowledge of processes and procedures to offer timely and relevant assistance to customers
- Conducted research on emerging technologies to enhance organizational efficiency and service delivery
- Analyzed and implemented CCTV Surveillance systems for both commercial and residential environments, ensuring effective security solutions
- Supplied and implemented Microsoft Solutions for both residential and commercial clients, contributing to increased revenue through upselling and product recommendations
- Maintained flexibility by working varied hours, including nights, weekends, and bank holidays to meet customer needs
- Helped with web design, application development, and conducted comprehensive testing post-implementation
- Conducted Beta and Alpha testing of applications and websites to ensure functionality and user satisfaction
- Offered IT consultancy services, providing expert guidance on technology solutions and deployments
- Deployed security measures for systems and desktop computers, including virus and spyware removal, to ensure data integrity and system performance
- Processed invoices and payment runs with meticulous attention to detail and accuracy
ICT Consultant
Independent Consulting - Multiple Companies
01.2013 - 01.2018
- Proficiently set up and configured network infrastructure, ensuring seamless connectivity and efficient operation of all network components
- Diagnosed and troubleshot network issues promptly to minimize downtime and maintain productivity
- Managed network printers and computer systems, ensuring optimal performance and functionality
- Conducted repairs on company laptops to address issues impacting performance, enhancing overall efficiency
- Installed and configured CCTV systems across the gas station premises, bolstering security measures and ensuring comprehensive surveillance coverage
- Troubleshot software applications utilized for monitoring and tracking gas levels and flow, ensuring accurate data management and reporting
- Addressed issues with machinery controlling gas pumps, ensuring uninterrupted operation and smooth customer service delivery
IT Helpdesk Supervisor
API Construction Company Limited
01.2001 - 12.2011
- Oversaw installation and maintenance of all API's equipment, including PCs, laptops, network printers, and testing equipment, ensuring smooth operation and functionality
- Managed anti-virus software installation and updates to maintain system security
- Maintained router and firewall configuration, performed software backups, and protected data privacy in accordance with software license agreements
- Handled installation and maintenance of software, including configuration modifications and user training
- Addressed help desk issues and managed stock inventory
- Conducted checks on network backups and logs and provided timely reports
- Implemented wireless network solutions and managed configuration of WIMAX devices
- Administered server management tasks to ensure optimal performance and reliability
Lead – Electrical and Industrial Maintenance Technician
SOLO Beverages, Service Station Limited
02.2009 - 12.2009
- Proficient in electrical and industrial maintenance, with expertise in machinery operation
- Successfully served past clients including Carrousel, achieving objectives such as: Installation and configuration of CCTV systems with remote access for cashier kiosk building in 2018
- Repairing network environment to ensure optimal functionality
- Installation and configuration of CCTV systems with remote access for quick-shop building in 2016
Education
Master in Business Administration - Digital Technology Management & Project Management
University of Bedfordshire
10-2025
Bachelor of Science - Information Technology
University of Hertfordshire
Advanced Diploma - Information Systems Management
CTS College of Business and Computer Science
Diploma - Business Information Systems, Software Engineering and System Analysis and Design
CTS College of Business and Computer Science
Skills
- Information Technology
- Systems Development
- Service Desk Management
- IT Infrastructure Management
- Network Administration
- System Administration
- Surveillance Systems Installation
- CCTV Configuration Expertise
- Computer troubleshooting
- Mobile Systems Troubleshooting
- Repair
- Staff Supervision
- Administrative Oversight
- Administrative Leadership
- Project Support
- CRM Software
- Work Planning and Prioritization
- Relationship Building
- MS Office
- Operations Management
- Project assistance
Certification
- ACP: Information Technology, Computer Applications/Operations, Applied Programming
- ESNT – Electronic Security Networking Technician
- Oracle 11G Express Edition Certification
Trainingprofessionaldevelopment
- 100% Practical Networking – Network Administrator Course
- Oracle 10 and 11G Application Express
Affiliations
- Football: I played professional football.
- Licensed Football Coach
- Licensed Referee
- I love cooking
- I am great at team building and motivating.
- I have a passion for music.
Languages
English
First Language
References
References available upon request.
Timeline
ICT District Coordinator/ICT Help Desk Supervisor
Ministry of Education Trinidad and Tobago
01.2022 - Current
IT Technical Officer
Ministry of Education Trinidad and Tobago
01.2021 - Current
ICT Consultant
Independent Consulting - Multiple Companies
01.2013 - 01.2018
IT Technical Director
JoeCol Technologies Company Limited
01.2010 - 01.2021
Lead – Electrical and Industrial Maintenance Technician
SOLO Beverages, Service Station Limited
02.2009 - 12.2009
IT Helpdesk Supervisor
API Construction Company Limited
01.2001 - 12.2011
Master in Business Administration - Digital Technology Management & Project Management
University of Bedfordshire
Bachelor of Science - Information Technology
University of Hertfordshire
Advanced Diploma - Information Systems Management
CTS College of Business and Computer Science
Diploma - Business Information Systems, Software Engineering and System Analysis and Design
CTS College of Business and Computer Science
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