Nicholas Pollock Email & Phone Number

Florida, United States

Tampa, Florida, Us

Tampa, Florida, Us

Service Desk ManagerChange ManagerKnowledge ManagerCommon Use ManagerService Now Product OwnerITSM Committee ChairAsset Manager

Chicago, Us

Tampa, Florida, Us

Developed Service Now and ConnectWise live ticket reporting to drive desired service desk ticket managementDeveloped Ticket Lifecycle process flow to ensure all tickets are worked in a consistent timely mannerCentralized all processes, documentation and KB into a central repositoryBuilt interval reporting from all ticketing tools and Phone system to generate Roster based scorecardsDrove desired behaviors through KPI attainment and performance managementDeveloped and updated Call Center Skill rules from first available/Round Robin to true skill-based routing Improved Call Center Service levels by 30% by developing interval-based staffing plansRedesigning email routing and groups to increase email effectivenessMoved all paper and email-based processes to Ticket based processesRealigned Service Desk roles to reduce overlap and increase efficiencyAudited Ticket Creation and Automation resulting in a 50% decrease in false positive alerts

• Delivery of Weekly Business Reviews to Client/Executive management.• Delivery of Quarterly Business Review to Client Executive Team. • Implemented 360 feedback process for Senior Technician leads.• Developed Gap Analysis and Training for front line agents. • Developed Gap Analysis and Training for Senior Technician leads. • Developed updated quality audit processes as business needs change quarterly. • Trained Technician leads in customer escalation best practices for resolution and de-escalation. • Q2 2015 - Developed Customer Driven Ownership Process - Lowered repeat call inbounds by 8%• Q2 2015 - Developed CE Improvement Action Plan - 8% Gain in CE • Q2 2014 - Developed CE Vitality Training - 5% Gain in CE• Developed Case Ownership Process - Increased utilization by 5% lowered “No Resolve” by 75%• Developed Accurate Call Logging Process - Lowered ACL Misses by 75% on Quality Audits• Developed Dispatch Checklist - Lowered Repeat Dispatches from 15-18% to 7-12% weekly.• Transitioned the Dell Purple Team5 pilot from Ottawa to Tampa as the "Your Tech Team" LOB• Launched the secondary Your Tech Team “Team Purple” in the Chilliwack, Canada office• Represented Stream San Salvador, El Salvador Dell site buy out• Successfully launched the Dell Service Provider(DSP) Queue in Tampa• Organized charitable events for my office to give assistance to the community throughout the year• Organized a donation for The Spring of Tampa bay - 2900+ needed items• Organized a backpack drive for A Kids Place Tampa Bay - 100 school supply filled backpacks• Organized a fund raiser for Step Out: Walk to Stop Diabetes• Director All Star recipient 9 Quarters

Eagan, Mn, Us

• Launched Senior Technician lead Support • Taught agents through example to “Listen, Analyze, then Respond”• Champion for “Always Available” in the escalation team• Champion for smile when speaking with your customer• Guided agents along the path of resolution by teaching the resolve and not becoming the resource. • Built confidence in my team through timely constructive feedback and positive reinforcement for desired behavior. Experience with the following technologies • Dell Enterprise Class Servers 8th gen- 13th gen• Enterprise Class UPSs, KVMs, and Switches• Dell Business and consumer Class Desktops and Laptops• Microsoft Windows XP, Vista, 7, 8, 10• Microsoft Server 2008, 2008 SBS, 2012, 2012 SBS• Microsoft Office 2007, 2010, 2013, 2016 • Microsoft SharePoint 2007, 2010• Printer Installation, Troubleshooting• SoHo Networking• Wireless Installation, Troubleshooting, Configuration

Eagan, Mn, Us

• Support Inbound Level 2 Technical Issues • Personal Customer Resolution Ownership • Scheduling On-Site Hardware repair• Windows 2000, XP, Vista support• RAID Setup and Repair• Followed Dell Quality Guidelines• Followed Dell PnP guidelines• Maintained Call Logging template for more detailed complete notes

Us

• Service Area included Hillsborough, Polk, Pasco, Pinellas, Manatee, Osceola, Orange, and Seminole counties • Lead Field Service Technician for Medium and Large deployment projects • Lead Field New Hire Trainer - Proud to train all new contract employees in client specific SOP and PnP • Maintained lowest inventory shrink through rigorous organization • Maintained Certification for all client Hardware to Minimize time to Resolve • Maintained current technology knowledge by being the first to volunteer for any additional training in the field or office Experience with the following products • Dell Servers/Desktop/Laptops, • IBM Desktop/Laptops, • Micron Desktops, • Sony Desktops/Laptops, • HP Desktops

Richfield, Minnesota, Us

• Tier 1 Store Technical Support of store POS equipment• General Troubleshooting and Repair of customers computer equipment• Initial setup of new retail computer systems to verify functionality of all components• Installation of retail software purchased in store• Driver installation for Printers, Scanner, AIOs• Computer and accessories sales when needed• Store Opening and Closing duty

Information Science

Electrical And Electronics Engineering

Computer Technology/Computer Systems Technology