Doug Nicholson Email & Phone Number

Rochester, New York, United States

Owns all aspects and all phases of the customer onboarding, implementation, account management and support. Ensures our internal resources are aligned to maximize the customer experience.

Managed customer risk and advocated on behalf of the client. Provided application expertise, including developing and delivering optimum configurations, workflows, training and documentation. Lead comprehensive hand-offs to other parts of services post go-live, maintaining engagement and ownership for subsequent phases.

Rochester, Ny

Managed a team of 6 programmers, analysts and network administrators for a department thatexceeds 50 million dollars in annual revenue. Prepared, updated, justified and monitored the budget.Conducted annual performance appraisal assessments for subordinates and providedperformance feedback.

Pearl Harbor, Hawaii

• Directly responsible for the daily technical training, supervision and mentoring of an InformationTechnology (IT) help desk team entrusted with over $1,500,000 in assets.• Designed and developed IT help desk training materials and conducted over 300 hours ofclassroom instructional hours; monitored training programs within theorganization.• Managed the processing of incoming calls to the helpdesk and confirmed appropriateresolutionof problems. Ensured unresolved problems were escalated to properlevels.• Coordinated with organizations worldwide to create and maintain more than 700 classified chatrooms, increasing communications, capabilities and coordination.• Conducted semi-annual performance appraisal assessments for subordinates and providedperformance feedback.

Yokohama, Kanagawa, Japan

• Supervised seven employees in the daily administration and maintenance of 21 local areanetworks completing 1600 trouble reports; resulting in a 99% network reliability rate.• Responsible for over $111,000 of optical network test equipment; trained eight coworkers onmaintenance and calibration of the equipment resulting in 100% operational readiness.• Spearheaded and facilitated a new technical training program consisting of over 90 IT relatedtopics. Training led to a 50% increase in employee promotion.• Developed and facilitated a new IT safety training program. Program resulted in zero safetydiscrepancies within a 12-month period, a decrease of 20%.