Nancy Kopsachilis Email & Phone Number

New York, NY, US

New York, New York, US

New York, NY, US

• Analyze existing processes and resources and develop strategic vision and roadmaps in support of internal end-user computing across multiple surgery facilities. Hire, mentor, coach, and motivate up to 25 direct reports.
• Expanded end-user confidence in technology support team by delivering consistent, reliable standard operating procedures that met client needs.
• Maintained effective user support and timely issue resolution throughout COVID-19 despite pandemic-induced workforce reduction and budget fluctuation.

Parsippany, NJ, US

• Evaluated and optimized end-user experience and technology resources, motivating and coaching team of technical engineers executing strategic technology support plans across Wyndham Hotels & Resorts corporate.
• Led technology integration across multiple company acquisitions, including migration of Active Directory and domain infrastructure into Wyndham systems, as well as development and deployment of new endpoint images.
• Provided rapid response to address urgent need for remote workforce solution; directed asset manager to prepare and deploy 170 standardized machines to enable remote workforce during pandemic.

London, Greater London, GB

• Motivated, engaged, and coached team of application engineers executing and supporting Dealogic’s suite of client/server application builds customized for global investment banking clients launching initial public.
• Optimized business continuity data processes through regular testing, increasing accuracy up to 75% and reducing failover time from 16 hours to 2 hours.
• Reduced client complaints and increased net promoter score by coordinating with customer relations team to create feedback loop for application developers and tailoring future system updates to client needs and requests.

New York, NY, US

• Hand-selected by firm leadership to establish and optimize information technology strategy supporting financial advisory and wealth management practice. Managed technology and operations for end-user hardware.
• Managed successful physical migration and hardware replacement for 900 employees within 12 months with zero downtime.
• Implemented new IT service management (ITSM) platform, ServiceNow, to facilitate ITIL incident, request and change control processes that decreased call volume by 20% and wait times by 80%.

Farmingdale, NY, US

2008–2009Solutions Engineer Analyzed existing software environment and patch cycles of newly acquired banking institutions. Documented best practice recommendations for mergers to centralize patch management procedures.

New York, NY, US

• 2006–2008Director of Service DeliveryEstablished scalable systems, tools, and procedures that stabilized information technology capability for private equity firm in growth phase, enabling 3X growth during tenure..
• Prepared firm for IPO launch by overhauling desktop administration processes and policies.
• Introduced Altiris to optimize IT service management and process automation, enabling self-service portals for internal and external users as well as automated account creation.

Kanata, Ontario, CA

• Eclipsys Corporation was a publicly traded American company that provided hospitals and other healthcare organizations with electronic medical record, computerized physician order entry, and other technology, as well.
• Repackaged third-party software applications using Wise Package Studio and Visual Dialogue Script
• Tested applications against business requirements and security challenged to ensure flawless running
• Staged, deployed, and packaged applications using SMS 2003 and BigFix

Kanata, Ontario, CA

• Eclipsys Corporation was a publicly traded American company that provided hospitals and other healthcare organizations with electronic medical record, computerized physician order entry, and other technology, as well.
• Handled 8,000 calls and 1,500 requests each month
• Resolved issues with: MS Office & Project, Visio, Quickbooks, RUMBA, and Invision
• Wrote documentation for applications and authored a workflow manual for the technical support center