Nicholas Torline Email & Phone Number

Wichita, Kansas

Wichita, Kansas Area

• Managed 17 employees in 2 states for 5 different clients and sites supporting 10K+ users• Executed projects from design to implementation of infrastructure systems affecting workstations• Created business processes, best practices, standards, templates and operating procedures to optimize IT support implementation• Coordinated deployment and support of internal infrastructure systems ensuring that tasks are completed by each motivated team member on schedule to customer satisfaction• Assigned schedules, coordinated staff and allocated resources to maximize efficiency, increase productivity to achieve lower overhead and client billing costs• Analyzed and monitored metrics to meet and exceed SLAs and ensure consistent improvements• Coordinated with system architects, software engineers and IT project and client management to ensure projects meet strategic initiatives

Wichita, Kansas Area

• Set and executed team priorities, expectations, deliverables, and contingencies• Created process documentation and provided technical training, support, guidance and direction• Analyzed, recommend, and implemented procedures of technology and workstation hardware• Provided Tier 2 and 3 end-user support for 6K+ corporate users• Resolved customer and technician escalated issues through receiving, prioritizing, performing detail oriented troubleshooting diagnostics and actively documenting and resolving request tracking tools• Performed responsibility for urgent VIP escalation responses and immediate team resolutions• Completed the CSC “Leaders in Waiting” training program• Executed as Interim Area Manager (August 2014 – February 2016); managed local support technician personnel in the assigned region for Kansas, Oklahoma, Iowa, Missouri, and Minnesota• Achieved “Exceeded Expectations” every year on all annual review rating performance categories

Wichita, Kansas Area

• Provided SME (Subject Matter Expert) direct technical compliance resolutions and support, guidance, direction, and training to all enterprise technicians overseeing 50K+ workstations• Exceeded the McAfee antivirus SLA for multiple business units to 100% security compliance• Identified, captured, cleaned, and submitted numerous virus variation files to McAfee for new ExtraDAT file creations for distribution to managed client consoles and global virus removal• Exceeded the Credant encryption SLA for multiple business units to 100% security compliance• Achieved the SCCM security patching and upgrades enterprise SLA security compliance levels• Performed and remediated the SMS to SCCM product upgrades to the enterprise• Achieved “Exceeded Expectations” every year on all annual review rating performance categories

Wichita, Kansas Area

• Adapted to multiple account environments to provide flawless onsite support to each client account• Developed cooperative working relationship with client management to ensure support needs were identified, planned, met, and exceeded• Established professional relationships with customers to better anticipate and satisfy their needs• Developed and implemented new efficient methods for all depot duties, thus increasing standards, productivity output, and quality of service for all deployment technicians• Received a commendation award for Improvements in Asset Management which led to the collection of $100K+ billing revenues for non-billing leased assets in use in the environment• Achieved “Exceeded Expectations” every year on all annual review rating performance categories

Wichita, Kansas Area

• Executed operation of the warehouse depot’s receiving, stocking, processing and distributing• Maximized output by streamlining procedures, thus eliminating rework and customer concerns• Maintained and consistently exceeded productivity targets for PC installations and refreshes