Nathaniel Ritcherson

IT Support Specialist

Mattress Firm

Feb 2025 - Current (1 year 4 months)

• Deliver advanced remote support for Cisco VoIP systems and backend CUCM configuration. • Design and manage call flows, IVRs, SIP trunks, and QoS for voice network stability. • Monitor Cisco Meraki devices and perform firmware upgrades to align with compliance policies. • Troubleshoot escalated VoIP and network issues across multiple platforms.

Tier 2 IT Support – Network Analyst

Toast

Jan 2022 - Jan 2025 (3 years 1 month)

• Led remote network support using Meraki and Ubiquiti tools, resolving LAN/WAN/SDWAN issues. • Provided Tier 2 support and coached Tier 1 agents to reduce resolution time and ticket escalations. • Maintained documentation and change logs for network deployments and client support. • Supported clients through chat-based tools like Intercom, improving first-response resolution rates.

Technical Operations Support (Freelance)

Indeed

Jul 2019 - Oct 2022 (3 years 4 months)

• Conducted operational support and recruitment process analysis for internal teams. • Maintained organized data flows using Salesforce, MS Office, Slack, and internal CRMs. • Generated reports, managed documentation, and ensured information security compliance.

IT Support Technician – NOC

Spectrum Enterprise

Jun 2015 - Dec 2018 (3 years 7 months)

• Handled network incident response and dispatch coordination for enterprise clients. • Created and managed ServiceNow tickets while ensuring SLA alignment. • Conducted CLI/GUI-based troubleshooting to reduce client-side downtime. • Escalated critical outages and performed remote diagnostics for fiber and equipment faults.

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IT QA Analyst – Security & Compliance

Xylem

Jun 2013 - May 2014 (1 year)

• Performed root cause analysis on IT vulnerabilities and reported systemic risks. • Configured and scanned enterprise assets for inventory and exposure. Assisted in security training initiatives and audit preparation efforts.

Nathaniel Ritcherson

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