Tom Ni
Software support specialist with over six years of experience in SaaS support, product training, and technical writing for B2B and B2C. Analytical and strategic approach to successful client support, with high levels of product knowledge and customer satisfaction. Executes individually and in fast-paced team environments, providing creative and effective solutions.
Confident communicator who engages well with audiences of varying technical aptitudes. Continuously seeks more effective systems for problem resolution, training, and reporting.
Confident communicator who engages well with audiences of varying technical aptitudes. Continuously seeks more effective systems for problem resolution, training, and reporting.
• Trend Analysis • Technical Training • Customer Engagement • Effective Writing Style
• Mobile Support Skills • Desktop OS Troubleshooting • Systems Improvement
• Empathetic Communication • Creative Problem Solving • Analytical Mindset
PRDistribution.com Montclair, CA
Technical Writer & Product Specialist 2019-2020
● Crafted user guides, website content, white papers, and videos for SaaS and IaaS products.
● Collaborated with senior management to research new product lines, further define product categories, and create and launch new product websites.
● Analyzed market data and generated reports on competing or adjacent SaaS and IaaS products.
● Utilized custom CRM platform to generate website content on topics with proven traffic data.
Technical Writer & Product Specialist 2019-2020
● Crafted user guides, website content, white papers, and videos for SaaS and IaaS products.
● Collaborated with senior management to research new product lines, further define product categories, and create and launch new product websites.
● Analyzed market data and generated reports on competing or adjacent SaaS and IaaS products.
● Utilized custom CRM platform to generate website content on topics with proven traffic data.
Youtil.com Rancho Cucamonga, CA
Customer Success & Brand Manager 2017-2019
● Managed launch of app beta with 60 B2B clients and partners, providing: user training, software and hardware support, and bug reports for development team.
● Created and edited app UX/UI copy and documentation based on user metrics and bug reports.
● Prospected for and onboarded new users based on leads generated from marketing efforts.
● Lead copywriter/editor, collaborating with Director of Digital Marketing to create brand guidelines and produce content for web copy, social media, video content, and AdWords.
ATG Electronics Montclair, CA
Marketing Manager 2013-2017
● Managed annual refresh of technical product data, spec sheets, and web content for 2014-2017 LED product refreshes, with sales peaking in 2017.
● Produced strategy and content for print marketing, trade shows, and web publications.
● Represented company, creating content strategy and providing brand ambassadorship at major industry trade shows.
● Administered Office 365 and website for sales team product resources.
● Directed web strategy over six quarters; traffic increasing 80% to 4,000 views/mo.
McGinley Center IT Bronx, NY
IT Help Desk Technician 2008-2011
● Solved user software and hardware issues for Windows, Mac OS X, and Linux PCs at service center.
● Provided networking troubleshooting and support across university campus.
● Processed customer support tickets in fast-paced team environment.
● Deployed OS and anti-malware updates such as Windows Service Packs, Malwarebytes, etc.
EDUCATION
Bachelor of Arts in English, Minor in Philosophy | Fordham University 2006-2010
CERTIFICATIONS
▪ CompTIA A+ (07/2021-12/2024)
▪ CompTIA Network+ (12/2021-*)
▪ CompTIA Security+ (upcoming 07/2022-*)
SPECIALIZED TRAINING
▪ Google IT Support Certification
▪ Security Blue Team: Intro to Threat Hunting
▪ Dion Training: ITIL V4 Foundation (ongoing)
TOOLS ▪ SKILLS
Platforms
Windows Workstation/Server ▪ Ubuntu Linux ▪ Kali
Linux ▪ macOS ▪ Android ▪ iOS
Skills
Fluent Chinese ▪ Software Troubleshooting ▪
Hardware Troubleshooting ▪ Phone Support ▪
Ticketing Systems ▪ Email Support ▪ Customer
Success ▪ Firmware Upgrades ▪ Network Admin
Support ▪ System Backups ▪ Knowledge Base
Creation ▪ Product Training ▪ Customer/Client
Onboarding
Tools
PowerShell ▪ macOS Terminal ▪ Bash ▪ Microsoft
Office Suite ▪ Microsoft Office 365 ▪ Google Suite ▪
Adobe Suite ▪ Wireshark ▪ Salesforce ▪ Sugar CRM
▪ Agile CRM ▪ Voice over IP ▪ Video
Teleconferencing ▪ Syslog ▪ Windows Event Logs ▪
Malwarebytes