Nicholas Allen

Technical Support Specialist focused on Linux‑based POS and SaaS platforms, production incident response, and clean, actionable documentation.

Sarasota, FL · Open to Remote & Hybrid Roles

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Email: nickallen4492@gmail.com

Mobile: 941-249-2577 · Alternate: 941-467-6841

LinkedIn: linkedin.com/in/nicholas-allen-75465124b

Professional Summary

L1 Technical Support Specialist supporting a Linux-based POS and payments ecosystem (Cake by Mad Mobile) in high-volume, customer-facing production environments. Experienced in structured incident intake, application and network-level troubleshooting, command-line validation, and precise Salesforce documentation. Known for converting real-world merchant symptoms into technically complete, reproducible cases that downstream teams (L2, Payments, Engineering) can act on without guesswork. Strong communicator with proven de-escalation skills during time-sensitive outages. CompTIA A+, Network+, and Security+ certified, with a solid foundation in networking fundamentals and structured troubleshooting. Proactively improves support efficiency through workflow automation using Power Automate, Copilot Studio, and custom GPTs.

Support & Technical Skills

  • Phone, chat, and email technical support
  • Linux-based POS & SaaS application support
  • Command-line troubleshooting (support context)
  • Incident intake, triage, and case ownership
  • Customer coordination & de-escalation
  • Step-by-step user guidance (“How do I?”)
  • Networking fundamentals (TCP/IP, DNS, DHCP)
  • POS peripherals (printers, payment terminals)
  • Ticketing systems (Salesforce)
  • Five9 & Dialpad (user-level)
  • Accurate documentation & escalation hygiene
  • Cross-team collaboration (L2, Engineering, Payments)
  • Automation (Power Automate, Copilot Studio, custom GPTs)

Projects & Initiatives

  • Personal Technical Portfolio Website: Designed and built a production-ready personal website to document professional experience, support responsibilities, projects, and certifications. Implemented a recruiter-focused information architecture using Next.js and React with emphasis on clarity, accuracy, and maintainability.
  • Salesforce Support Notes Automation: Built Power Automate and Copilot Studio workflows converting Dialpad transcripts into structured, Salesforce-ready case notes.
  • Custom GPT Support Tools: Created GPT-based assistants for standardized troubleshooting notes and customer-facing email drafting.