Nicholas

Roark

Various freelance jobs and personal crypto management.

Part of a four man team who was responsible for providing insight into improving existing practices for agents supporting the Microsoft adCenter product. Duties included writing reports and presentations for the project managers responsible for adCenter as well as brainstorming ideas for the product itself. Acted as the team’s main writer.

Hewlett Packard provides helpdesk services for Microsoft. Responsibilities include maintaining the knowledge article database (Primus) as well as creating and modifying new articles as needed and documenting within Seibel. Work with the helpdesk to facilitate and control knowledge article changes and maintain Microsoft content standards.

Duties include case creation and routing of developer related issues. DSTRs are expected to keep up to date on the latest technologies to be able to better determine the root cause of complex issues and route to the correct support team. A percentage of cases taken are resolved and closed by the DSTR acting in the role of the support technician. This position is in the top tier of Microsoft customer service.