Nicholas Basile Email & Phone Number

Charlotte, North Carolina Area

Key Responsibilities:• Manage large-complexity implementation projects from start to finish• Manage communications and documentation for large-complexity projects• Manage resource plans and risk profiles for large-complexity projects• Coordinate with internal resources and service delivery partners to deliver complex technology solutions• Develop project plans to define deliverables, establish timelines, identify dependencies and identify critical path items• Maintain… Show more Key Responsibilities:• Manage large-complexity implementation projects from start to finish• Manage communications and documentation for large-complexity projects• Manage resource plans and risk profiles for large-complexity projects• Coordinate with internal resources and service delivery partners to deliver complex technology solutions• Develop project plans to define deliverables, establish timelines, identify dependencies and identify critical path items• Maintain accurate project installation data to aid in forecasting of installs impacting revenue• Establish communications management plans for each project consisting of cadence calls, scheduled email communication, and other agreed upon tools• Forecast and communicate revenue milestones for each project• Perform risk management to minimize project risks and understand steps to mitigate proactively• Measure project performance using appropriate tools and techniques• Identify changes to the project scope and schedule using appropriate verification techniques• Successfully communicate with CTO/CIO level executives on projects and have the ability to articulate highly technical subject matter to non-technical individuals• Create and maintain comprehensive project documentation• Enhance department and organization by accepting ownership for various internal projects Show less

Charlotte, North Carolina Area

• Primary Client Liaison, Customer Trusted Advisor and Channel Partner resulting in winning service contracts, owning and maintaining customer relationships. • Drive the management of multi-million client portfolios, successful contract renewals and positive annual revenue for the organization. • Collaborate in pre-production SOW and RACI development, manage SOW and RACI to contractual obligations established for run phase. • Manage Client deliverables and metrics; SLA’s… Show more • Primary Client Liaison, Customer Trusted Advisor and Channel Partner resulting in winning service contracts, owning and maintaining customer relationships. • Drive the management of multi-million client portfolios, successful contract renewals and positive annual revenue for the organization. • Collaborate in pre-production SOW and RACI development, manage SOW and RACI to contractual obligations established for run phase. • Manage Client deliverables and metrics; SLA’s adherence, Service Reviews, follow-up on action items, Monthly and Weekly customer reporting, interactions during major incidents, drive RCA and remediation efforts.• Develop initiatives for continued service improvements, internal and external audits, internal and external Change Management process. • Project Management to incorporate new features/product into production environments adding to overall revenue to organization.• Monthly, Quarterly, and Annual account financials and cost management. • Develop and maintain of risk mitigation process with senior leadership. • Author and maintain client playbook to ensure all Client specific processes and procedures are documented and communicated to Operations team• Seek opportunities with clients for additional services/offerings potential. • Responsibilities include management and career advisory responsibilities for multiple Client Technical Leads and multiple Operations staff• Involved in resolution aspects of Tier 3 escalations. Show less

Charlotte, North Carolina Area

• Senior Technical Lead for Microsoft Office 365 and Exchange support teams. • Resolved technical and political escalated cases with clear actions and communications plans. • Managed special project work involving numerous emerging technologies; InTune into Messaging support, Support Topics development and deployment for Exchange and Lync products. • Managed and developed internal and external training initiatives based on high volume cases using trend analysis resulting in… Show more • Senior Technical Lead for Microsoft Office 365 and Exchange support teams. • Resolved technical and political escalated cases with clear actions and communications plans. • Managed special project work involving numerous emerging technologies; InTune into Messaging support, Support Topics development and deployment for Exchange and Lync products. • Managed and developed internal and external training initiatives based on high volume cases using trend analysis resulting in significant reduction of case issues. • Standardized technical interviews to broad based scenarios that lead to the ability to dive into multiple facets of technical scope. • Trainer for Exchange 2007 release. • Managed hiring/recruiting including resume review, pre-interview phone screens, scheduling technical and managerial interviews participating in all facets. • Developed internal training roadmaps for new hires (both FTE and CSG). • Mentor peers and provide guidance thru technical and customer based roadblocks. Show less