Chad Nash Email & Phone Number

New York, Ny, Us

Leadership and management responsibility for firm technology in the Los Angeles, San Diego, Houston and Austin offices. Oversees IT services and staff across the 4 offices.

Los Angeles, California, Us

I was recruited to the organization to manage the end-to-end IT operations across 3 nationwide offices. In this role, I was accountable for the overall performance of a 14 cross-functional staff, comprised of supervisors, senior trainers, team leads, specialists, and user support analysts. I served as a strategic partner to all front-line and leadership staff and worked alongside the Director of Information Technology on developing long-range strategic plans and department budgets.SELECTED ACHIEVEMENTS:✔ Drove the transition to remote staffing early in the COVID-19 pandemic by procuring and deploying 95 laptops and delivering training to 180+ employees in 15 days.✔ Built a high-performing technical support team from the ground up, including recruiting, hiring, training, coaching, and mentoring team members.✔ Served as a project leader for enterprise-wide initiatives; projects included procurement, quality control, and security compliance.✔ Defined and managed the training and development strategy, including onboarding, new hire training, technology release management, and continuous learning programs.✔ Improved customer satisfaction by conducting outreach, one-on-one consultations, surveys, and trend analysis of KPIs.

Los Angeles, Ca, Us

In this role, I was accountable for maintaining seamless company-wide support in a 24/7 environment. I directed a 6-member cross-functional team and managed assets for 250,110+ attorneys and 1,500+ devices across three regional offices.SELECTED ACHIEVEMENTS:✔ Collaborated with the executive team to provide reporting and analysis of performance metrics to the Technology Committee, Executive Director, IT Director, and IT Department.✔ Made significant improvements to overall customer satisfaction by increasing First-Call Resolution and Call Answer Rates, as well as reducing Abandoned Call rates.✔ Implemented daily team meetings to review staffing, identify high-priority requests, and review open user support requests.✔ Improved customer service and end user support by creating the Exceptional Service Program, as well as rolling out an after-hours user support program with a third-party provider.✔ Drove continuous improvement across the organization by establishing SOPs, defining and documenting support policies, and Service Level Agreements. ✔ Leveraged several different training formats to increase training effectiveness, including a newsletter, 20-minute demos, quick reference guides, and personalized one-on-one training.✔ Led the migration of 129 users and computers in <30 days for the Dell 7050, Windows 10, and Office 2016 roll out.✔ Identified cost-saving initiatives that saved $100K annually, including consolidating from 6 help desk staff to 5 night-shift staff.

Boston, Ma, Us

I held multiple roles of increasing responsibility and scope throughout my tenure with the firm, including Consultant, Desktop Architect, Applications Analyst, and System Administrator. Promoted in 2010 to IT Manager to lead daily operations across 3 offices supporting 200+ FTE, attorneys, and the executive team. In this leadership role, I oversaw a team of 6 direct reports, as well as served as the project manager on high-profile and high-priority initiatives across the enterprise.SELECTED ACHIEVEMENTS:✔ Spearheaded the successful 10-week office expansion project, including training staff and deploying Windows 7/ Office 2010 to 225 customers across 3 offices.✔ Maintained seamless technical support and issue resolution through a large-scale move of 300+ attorneys and staff at 2 locations.✔ Served as the Service Desk Express (SDE) Administrator and successfully training 150+ end-user in 12 days.✔ Played a key role in maintaining a 3.86/4.0 customer service score by overcoming a 40% decrease in local IT staffing levels. User Support Systems Administrator | March 2008 - April 2010 Applications Analyst | June 2004 - March 2008 Desktop Architect | May 2001 - June 2004 Consultant | June 2000 - May 2001