Don Nickles, Mba Itil Email & Phone Number

United States

Universal City, Ca

Los Angeles, California, United States

Manage all aspects of day-to-day operations of the IT Service Desk, User Provisioning, IT Purchasing, & AV teams.• Subject Matter Expert for ServiceNow for the Keck system.• Responsible for reporting and tracking of IT Service SLAs and OLAs.• Part of managing operational relationship with Xerox regarding Managed Print Services contracts.• Oversee all purchasing of IT equipment including computers, printers, and peripherals, enforcing enterprise standards to encourage consistent and efficient support, as well as AV Conference room solutions for the entire Keck system.

Glendale, Ca

Liaison between Keck Medicine Information Services and USC Verdugo Hills Hospital. Responsible for IT Operations Management, Project Management, and seeing to the success of IT initiatives and support at USC Verdugo Hills Hospital.

Greater Los Angeles Area

Manage all aspects of Desktop Support, Asset Management, and Purchasing

Responsible for directing all aspects of day-to-day operations of the IMT Customer Services team, including Support Desk, Client Computing, Desktop Support, Student Services, Training, and Project Management.• Implemented Cisco Call Center software in Support Desk, improving accountability and tracking, which enabled customer service improvement.• Oversaw the transition of computer refresh cycle, saving approximately $400K per year.

Managing all aspects of day-to-day operations of Information Services Team, including Networking Infrastructure, Servers, Data Center, Avaya Telephony, Asset Management, and Desktop Support.• Replaced entire telephony platform with new Avaya phone system and telecom services contract, including re-build of call center environment for Sales and Tech Support departments, decreasing costs while increasing uptime and reliability.• Implemented and encouraged adoption of hardware and software standards for the organization, increasing office productivity and support efficiency.• Managed projects to bolster the IT infrastructure, including: New File Share Server with Redundancy, Wireless LAN, Domain Migration, and a Satellite Office De-commission.

Responsible for managing all aspects of day-to-day operations of IT support, including Help Desk, Desktop Support, Procurement, and Asset Management.• Implemented Magic Service Desk and Automated Call Distribution system, increasing efficiency and effectiveness of IT Support across the enterprise.• Spearheaded adoption of ITIL framework for IT operations in the organization.

Responsible for managing all aspects of day-to-day operations of IT support, including Help Desk, Desktop Support, Asset Management, Purchasing, and Telecommunications.• Reorganized staff to increase IT support efficiency and effectiveness.

Global Customer Support Desk Manager (2000-2004)Managed all aspects of day-to-day operations of the Americas IT Customer Support Desk, which supports 3,000 users nationwide. Coordinated interaction between Americas Support Desk and two Customer Support Desks in London, England and Christchurch, New Zealand. Managed Remedy Call-Tracking System and Apropos Interaction Management System operations, projects, administration, and training globally. Developed and distributed management reports related to support metrics and service level agreements.• Successfully transitioned Americas Support Desk operations from Pasadena, CA to Denver, CO, hiring all new support technicians, resulting in a 20% increase in Tier-1 resolution rate, as well as a realizing an annual cost savings of approximately $50,000.• Developed global support desk process and policy documentation, to be used to integrate 3 support desks into a follow-the-sun model, increasing support availability to the customers. Remedy Project Leader/Help Desk Analyst (1998-2000)Developed and implemented Remedy Help Desk to enhance call-center case tracking ability. Provided phone and desktop support to 2,000 employee nationwide user-base in Lotus Notes, NT 4.0, Office97 Suite.• Implementation of Remedy Help Desk improved efficiency in routing and escalation of support issues, reducing average resolution time and increasing customer satisfaction.

Mba, Business Administration

Ba, Computer Information Systems

Activities and Societies: Male Chorale, NNM, Travel Group

Bachelor Of Arts - Ba, Computer Information Systems