Luke Nix Email & Phone Number

Oklahoma City, Oklahoma, United States

As the Service Desk Team Leader at OG&E TDS since early 2020, I've led the Service Desk team through challenging transitions, including the COVID-19 pandemic, M365 migration, and the shift from Remedy to ServiceNow. My role involves enhancing ServiceNow, improving incident management, and expanding into incident, request, and knowledge management. I collaborate with the ServiceNow Dev Team to enhance automation and integration with other TDS tools.

• Researched and implemented many hardware solutions that have resulted in decreased budget costs and user frustration, improved mobility and aesthetics, and increased overall efficiency across all departments. • Worked with Security Director to integrate camera with metal detector.• Increased Helpdesk Technician efficiency and effectiveness by streamlining file share permissions, creating GPOs, implementing a remote screen-sharing application, and Windows Deployment Services, among others.• Continued education and obtained further certification in the IT Operations space to increase effective collaboration with our Network/Security Engineer and Senior System Administrator, which continues still today.• Maintained, deployed, and provided both in-person and remote troubleshooting for PCs, laptops, printers, VoIP phones, and mobile devices for over 200 end users.• Implemented Ticket and Asset tracking system to increase technicians’ efficiency, users’ convenience for submission, and management’s tracking of Helpdesk-related tasks, projects, and initiatives. • Maintained dual role as Helpdesk Manager

• Managed a team of four Helpdesk Analysts across three locations.• Analyzed utilization and consolidated 60% of the printers in the buildings into common areas. Upgraded printers to high-efficiency models that effectively cut printing costs in half. • Conducted daily ticket meetings to adjust priority and responsibility and to discuss current challenges and trends.• Recommended the implementation of Office 365 with SharePoint to increase collaboration across departments and save the company roughly half a million dollars over the course of three years. • Created SOP documents and checklists to maintain consistency and ensure proper procedures were consistently followed.• Maintained licensing for end-user applications and subscriptions.• Purchased and managed inventory of spare parts, devices, and IT-related consumables.• Coworkers who have pursued other opportunities have expressed how much they miss the prompt, effective, and personal support they had from my founding and leadership of APMEX’s top-notch IT Ops Helpdesk Department.

• Performed the same roles as Helpdesk Technician but for remote locations. Performed duties using VNC, RDP, and travel.• In my final year I performed dual duty of supporting the main campus along with the remote locations.

• Provided timely and effective hardware and software support for over 400 users in the OKC office and scattered around the state of Oklahoma to increase effectiveness in Chaparral’s various day-to-day operations.• Quickly upgraded company-wide computers, peripherals, and software through phased upgrades to reduce user frustration with data loss and increase comfort level with new equipment and systems. • Implemented asset tracking system and assisted System Administrators and Network Engineer with responsibilities as time permitted to increase my exposure to our overall computing operations and lighten the load of work on team members.

Assisted clients in their homes and businesses with software and hardware related issuesEducated clients in the best way to utilize computers for their personal benefitWorked with users of varying computer experience levels

Bachelor Of Science (B.S.), Computer Science

Computer Science

Education record

CompTIA Network+ Certification Training CompTIA Server+ Certification Training CompTIA Security+ Certification Training