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

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

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

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