Nathan Julo Email & Phone Number

Kansas City, Mo, Us

Kansas City, Missouri, United States

Kansas City, Missouri Area

My role at Children's Mercy included leadership of two teams, IS Technology Operations and IS Service Management. Our Technology Operations team is composed of 2 Technology Engineers and 6 Technology Analysts responsible for providing Tier 3 technical support. Our TechOps team serves as a gateway to our Tier 4 Technology Engineering teams (Telecommunications, End User Computing, Network, Core Infrastructure, and Cloud Infrastructure). Our IS Service Management team is composed of 1 ServiceNow Developer and 2 Platform/Process Analysts. Service Management is responsible for the configuration/administration of ServiceNow and its long term strategy. We also serve as the enterprise's primary support group for the maturity and application of Service Management processes.Daily responsibilities included:• Staff capacity planning, staff performance analysis, and professional development supported by individually tailored training and mentorship.• Investigation and fulfillment of Incidents and Service Requests for a complex clinical environment (1,400+ item Service/Application Portfolio, 49,000 Incidents and Requests per year average).• Owner of enterprise production support for paging and faxing services.• Design, implementation, and continual improvement of Service Management processes - Incident, Major Incident, Problem, Service Catalog, Change, Knowledge, Asset, Configuration, and Self-Service Portal.• Owner of the ServiceNow platform and responsible for its integration with Information Systems and enterprise processes.• Direct management of Service Management's external partner relationships and agreements.• Member of the Enterprise Architecture Review Board

Lee'S Summit, Mo

My role at GEHA includes oversight of all Service Desk staff to ensure customers receive exceptional technical support. The Technology Service Desk Manager is responsible for planning and designing the organization’s Service Desk according to best practices, while ensuring high levels of service quality and availability are met. I use my 15 years of support and management experience to lead a group of 10 employees.Daily responsibilities include managing all procedures related to identification, prioritization, and resolution of Incidents and Service Requests, including coordination and monitoring of technical support functions. Other responsibilities include – • Corporate Communications• End-User Computing Strategies & Procurement• Process Design – Incident Management, Service Catalog, Knowledge Management, Asset Management, Continual Service Improvement• ServiceNow Administration & Support• Managing Vendor and Partner Relationships

Lee'S Summit, Mo

Team Management, Innovation, Employee Development/Training, Software Documentation, Process Improvement, Project Planning and Implementation, Asset Management, Software Licensing, Incident Management, Client Application Support/Installation, Hardware Support, Network Support, Cooperative Work with Tier 2 & Engineers for Upper Tier Problem Resolution, Problem Management.

Incident Management, Workstation Imaging/Install, Asset Management, Application Support/Installation (Remote/Hands on Support), Hardware Support/Upgrades, Network Support, Citrix Migrations/Profile Creation, Cooperative Work with Tier 2 & Engineers for Upper Tier Problem Resolution.

As DCI, I played an active role in managing the performance of each individual on my team through weekly/monthly/annual reviews. I was also responsible for all the training coordination for Geek Squad agents, internally and externally. I managed all hiring processes for Geek Squad services at my location. Due to employee availability changes, I created a weekly department schedule to properly staff the department based on daily traffic at our location.Department Audits were also completed by the DCI on a weekly basis to ensure all processes were aligned to corporate strategies. Department innovation was continuously developed by the DCI to help improve processes within Geek Squad and was a daily focus of mine. I also served as my location's point of contact for all service management concerns.When needed, I also contributed to the team through computer hardware/software support/upgrades, new computer configuration, networking setup/support, over-the-phone technical support, customer service, and sales.

Performance Management, Training, Computer Hardware/Software Repairs/Support/Upgrades, New Computer Setup, Networking Setup/Support, Phone Support, Other Consumer Electronic Troubleshooting/Repairs, Customer Service, Cashier, and Sales

New Computer Setup, Customer Service, Cashier, Sales, Phone Support, and Queue Management

Customer Service and Sales

Humanities

Class Of 2006