Nick B. Email & Phone Number

Rochester, Michigan, United States

Provide technical and operational oversight for the Service Delivery team to ensure SLAs are met and that escalated issues are minimized and resolved by the support team.Ensure Service Delivery is carried out timely, profitably and within Service Level Agreements. Service Delivery includes the support desk, field service teams, and centralized services positions.Lead people and managing process.Continuous improvement, alignment of KPIs, implementing procedures, and allocating and training technicians.Build collaboration and cultivate teamwork among the delivery teams as we continue to grow and expand client services.

Detroit, Mi

Managed team of 55 technical staff to support technology in 130+ locations across Detroit, resolving more than 10,000 incidents and service requests per year.Drove 13% reduction in time to closure for incidents year over year by restructuring team to improve mutual support and coaching opportunities.Improved customer satisfaction for the team by 12%, while increasing survey responses by 19%.Led development new incident management procedures and customer service standards for the Technology Client Services department.Participated in design of, and administered, Cherwell Service Management system.In response to COVID-19, led transformation of team to provide walk-in support for District students; servicing 20k+ students using a Technology Hub model.Led development of new asset management processes and tools, including implementation of configuration management database within Cherwell.Responsible for evaluation, development, and management of a diverse, decentralized team.Provided level three support and personally resolved escalated or sensitive incidents.

Northville, Mi

Serviced 40+ customer organizations both remotely and on-site.Automated repetitive user provisioning tasks with PowerShell scripts.Lead team in tickets closed and satisfied clients three months running.

Inkster, Mi

Responsible for IT hardware and software needs of 400+ employees as they serve families in 16 locations across Wayne county.Led IT help desk and security team, including managing professional development, overseeing projects, and managing performance.Researched, tested, and made recommendations for all IT purchases made by the organization.Maintained and made recommendations for infrastructure and support budget for all programs within the organization.Managed technical aspects of opening two new sites.Led organization-wide WAN and VOIP upgrades.Met aggressive SLA goals for system availability.Developed and deployed SSTP VPN, WDS, and WSUS solutions.Administered Office 365 and integrated on-premise Active Directory and Exchange.Led implementation of annual SANS-20 security assessments and managed remediation efforts.

Dearborn, Mi

Provided second-level technical phone support for external customers, while coordinating activities of first-level representatives. Responsible for tracking and reporting call data. Traveled to customer sites for advanced troubleshooting and repair.

Ann Arbor, Mi

Responsible for incoming shipments, including inventory maintenance and ensuring good supplier relations. Also took over hazardous waste disposal coordination. Worked with minimal supervision, both independently and as part of a team. Selected to represent the company at SHOT 2012, providing direct customer relations experience.

Acted as front line customer service and technical support for customer events. Performed setup and operation of advanced audio-visual equipment. Managed teams of up to six employees.

Taught electrical safety classes for children, often as the character "Louie the Lightning Bug". Used creative problem solving to address unforeseen situations in the field. Traveled throughout southeast Michigan.

Bachelor'S Degree, Information Technology, 4.0

Course Work, Computer Science

Activities and Societies: Forensics (competitive public speaking)