Nicholas Stevens Email & Phone Number

Chicago, IL, US

• Made recommendations for selecting and deploying a Microsoft 365 Business solution.
• Implemented SPF, DMARC, and DKIM to address false positive spam incidents.
• Advised clinicians on deploying a private practice webpage.
• Hardened Wi-Fi network on the premises for HIPAA compliance.
• Provided both in-person and remote support for user equipment as needed.

• Built a client base by offering low-cost full-service laptop repairs with a quick turnaround.
• Refurbished, upgraded, and sold laptops and desktop computers.
• Offered remote support to professors navigating Zoom classrooms for the first time.
• Took on scripting and data transformation challenges to aid students with their dissertations.

Washington, DC, US

• Ensured that videoconferencing between practitioners and client law firms went uninterrupted.
• Generated daily reports on user sessions to prevent issues with Citrix Application Delivery.
• Documented incident resolutions in ServiceNow per ITIL, boosting stakeholder confidence.
• Resolved interoperability issues between statistical analysis software and MS SQL Server.
• Provided on-demand reporting for database backup restore operations.
• Created knowledge base articles to reduce incidents during major deployments and migrations.

Oak Brook, Illinois, US

• Outpaced incident response and resolution SLA targets for local and remote users.
• Streamlined equipment provisioning by automating changes to user profiles.
• Reduced hardware overhead through laptop and desktop break/fix solutions.
• Surpassed progress targets for the endpoint migration from Office 2010 to Office 365.
• Served as the primary technical support point of contact with minimal escalations

New York, NY, US

• (formerly Project Leadership Associates)
• Provided Bomgar remote support sessions to reconnect Outlook profiles to Exchange Online.
• Outperformed SLAs and contributed to knowledge base for efficient incident management.
• Only escalated incidents that required changes to Exchange Online.
• Successfully resolved incidents at the endpoint, reducing full resolution time.

London, GB

• Supported over 2000 users worldwide in 80 countries alongside four helpdesk technicians.
• Improved resolution times by maintaining a knowledge base and collaborating with Systems.
• Saved the firm $100K in hardware expenditure by performing computer hardware repairs.
• Assisted in the firm's pursuit of ISO 27001 by deploying Snow Software Asset Management.
• Ensured a seamless migration from FTP to Globalscape MFT.

Miami, FL, US

• Took on nearly any computer repair challenge to increase revenue and customer confidence.
• Drove profitability by building custom made-to-order desktop PCs.
• Took ownership of customer outcomes to bolster the technical services reputation.
• Provided oversight and mentorship to four technicians.
• Directly influenced a nearly two-fold increase in revenue from technical services.

Miami, FL, US

• Providing and maintaining professional customer service and communications to all customers
• Managing customer expectations and satisfaction
• Comprehensive and accurate diagnostic inspection services
• Ensuring customer awareness of implications of repair services
• Providing swift, concise, and skillful hands on repair services
• Executing the best company representation while performing in-home and on-site services

Bachelor'S Degree, Ndp-Interdisciplinary Studies

Associate In Arts