# Nathan H. > Interested in all things tech Location: Fairport, New York, United States Profile: https://flows.cv/nathanh ## Work Experience ### Elevated Product Support Specialist @ Collectly Jan 2025 – Present | Rochester, New York Metropolitan Area Tier 3 - product support specialist ### Product Support Specialist @ Collectly Jan 2023 – Jan 2025 | Rochester, New York Metropolitan Area Tier 2 support specialist for Collectly. Create and implement documentation to help maintain understanding of current functionality of the Collectly product. Troubleshoot escalated issues with clients Discover, replicate, and understand scale of product defects and work with Product and Engineering teams to maintain functionality of the product. Contribute to weekly sprint plannings and help assess priority issues Contribute feature requests from clients and internal suggestions to the product team ### Live Sound Engineer @ Freelance, self-employed Jan 2020 – Present | Rochester, New York Area I am a freelancing audio engineer, working in many different venues in the Rochester area. Throughout my life I have always had an ear for working live events, as well as in the studio. Cutting podcasts, songs, and even spoken word lectures. -Audio Production -Live Sound Engineering -Front of House -Monitors ### Technical Support Representative @ Syncro Jan 2023 – Jan 2023 | Rochester, New York Metropolitan Area ### Product Support Supervisor @ Datto Jan 2022 – Jan 2023 | Rochester, New York Metropolitan Area Supervisor for the SaaS Protection, Backupify, SaaS Defense, Datto File Protection and Datto Workplace Product lines. Oversaw techs in multiple geographic locations to support their respective products ensuring customer experience is trending in a positive direction. Would lead training sessions in group settings, as well as in 1:1's to ensure coaching was an ongoing product. Would review metrics daily to follow trends, ticket volume, escalation and CSAT surveys Reach out to customers and report feedback to upper leadership for future opportunities for improvement within support. Worked with stakeholders from Dev Ops, Problem Management, Engineering, and Leadership to review ongoing issues and help rank priorities on a regular cadence. Developed training plans and technical write ups for new technicians to help ease the onboarding process. Lead weekly team huddles to provide the latest updates from Product and Engineering as well as company wide changes. Submitted payroll hours and other Administration tasks for the role. ### Product Support Engineer - Level 2 @ Datto Jan 2022 – Jan 2022 | United States Supporting the SaaS Protection Product Create, implement, and provide documentation for processes to assist internal and external facing issues. Building and implementing training documentation to help streamline the onboarding process Identify new issues that arise within the product and create supporting internal facing documentation to present to elevated support for review. Collaborate with other elevated support technicians to create process workflows for L1 to support, and troubleshoot issues and reduce ART. Coaching with technicians to further review their workflow and narrow scopes down to reasonable levels. Handle escalations from stakeholders and customers to help improve the CX, manage expectations and provide solutions when possible. Work with Problem Management to identify painpoints that are hampering the CX and current trends from the support side. ### Blue Diamond Product support Expert - level 1 @ Datto Jan 2021 – Jan 2022 | Rochester, New York, United States Supporting SaaS Protection Build ongoing relationships with Datto's managed service provider partners and Direct End-Users Answer incoming support inquiries via various channels (chat, phone, email, etc.) Perform incident triage and first resolution for partners Maintain ownership of incidents until resolved or escalated for further research Maintain ticket backlog per Datto service level agreement Partner with leadership and internal teams to improve skills and career development opportunities ------- Create, implement, and provide documentation for processes to assist internal and external facing issues. Building and implementing training documentation to help streamline the onboarding process ### National Sales Representative @ Paychex Jan 2020 – Jan 2021 | Rochester, New York, United States Lead generation and client fulfillment for Major Market Services. The role asks for engaging with various industries and assessing their Human Resource and Payroll needs. ### Tech Sales Associate @ Staples Jan 2019 – Jan 2019 | Rochester, New York Area Sales and technical support for b2b and b2c. Helping market products for their needs for one larger basket rather than multiple smaller purchases. I was one of the top sales performers for the first two quarters with just shy over 17,000 in sales. ### Inside Sales Associate @ Real Agent Pro Jan 2018 – Jan 2018 | Rochester, New York Area - Managed a book of clients, reaching out on a daily basis to fulfill their book of business and assess their needs. - Reached out to expired or for sale by owner homeowners nationwide to sell or buy homes with top 10% real estate professionals in the country. ### Voluntary Marketing Assistant @ Coffee Connection/Project Empower Jan 2018 – Jan 2018 | Rochester, New York Area Currently volunteering for Coffee Connection working in areas such as Branding, Website Design, and Social Media. -Launched new website as part of a rebranding campaign (http://ourcoffeeconnection.org) -Created new social and content media strategies. ### Media Production Intern @ Martino Flynn Jan 2017 – Jan 2018 | Rochester, New York Area My internship revolved mainly around life in the agency focusing on different segments of the creative field. The main focus was working on reels for the agency to showcase to different clients. There were plenty of moments where the focus was on videography, client relationship management, creative strategy, and perfecting a product for campaigns. - Videography - Creative strategies and execution - Production (Adobe Creative Suite) - Audio Production (Pro Tools, Cubase) - Lighting ### Visual Media Production Assistant @ Nazareth College Jan 2017 – Jan 2018 | Rochester, New York Area As a Visual Media Production Specialist, my role was to ensure campus-wide performances, lectures, and concerts within Nazareth College were video or audio recorded, edits, and finally uploaded to the Nazareth College Library streaming platform. Events also required P.A setups, as well as multiple camera set ups. - Videography - Audio Engineering - Production (Final Cut, Adobe Premiere, and Pro Tools for Audio) - Constant communication ### Microsoft Advisor - Easy Tech Associate - Certified Tech @ Staples Jan 2015 – Jan 2016 | Rochester, New York Area Working at Staples I work on selling to customers. From personal home pc's to business machines. I use sales skills to help customers build a market basket. The position requires me to help meet customers and build a rapport, becoming their technician and adviser towards their final purchase. While with staples I have also become one of the more well known tech's in the area setting up their machines as well as fixing existing ones. - Customer Relationship Management - Sales ### Summer Internship @ MWI, Inc. Jan 2014 – Jan 2014 Accounts, Finance, Inventory Management. Use of the Vantage system. ### Internship @ MWI, Inc. Jan 2013 – Jan 2013 Accounts, finance. ## Education ### Master’s of Science in Intergrated Marketing Communications Nazareth University Jan 2016 – Jan 2018 ### Bachelor of Science (BS) in Music/Business Nazareth University Jan 2012 – Jan 2015 ## Contact & Social - LinkedIn: https://linkedin.com/in/nathanharris92 --- Source: https://flows.cv/nathanh JSON Resume: https://flows.cv/nathanh/resume.json Last updated: 2026-04-01