Nick R. Email & Phone Number

Dallas, Texas, United States

Focusing mostly on spinning up new CRM systems for companies and writing custom application integrations to tailor the solution to the specific business requirements.Currently on a long-term contract. I implemented a CRM integration from scratch, now complete, and have continuously customized the user interface to meet evolving business needs. My role in migrating multiple global inbound call centers to a centralized data center and unified call-center platform reduced dropped calls to below industry-standard levels, improved call quality, and allowed for unified visibility across locations, enabling tracking of inbound calls to specific marketing campaigns, and reducing customer queue times. Additionally, I have integrated analytics platforms, developed custom reports, and created KPI dashboards. These efforts have streamlined core processes, reduced costs and overhead, improved the employee experience, and provided upper management with tools for informed decision-making. My responsibilities also include SysOps, NetOps, SecOps, DataOps, DevOps, and Make-It-HappenOps. It's been fun so far and there are still a lot of interesting projects coming up.

Dallas, Texas, United States

• Create, implement, and maintain all IT infrastructure including VoIP phones, server, and networking,while ensuring PCI compliance and enterprise-grade network security. Related costs are now 10-15%less than old infrastructure with more features.• Process all accounts payable and receivable, payroll, and tax payments. Also handle all othermiscellaneous bookkeeping duties.• Implemented and maintain modern POS system, saving 1.5% on average on merchant services feesand enabling per-item sales analytics.• Handle all HR responsibilities. Created a company handbook and implemented an easier-to-usetimeclock.• Oversaw the quick transition to curbside-only pickup due to COVID-19, including implementing anonline ordering system for the first time in company history, as well as keeping up with available reliefoptions such that there was no reduction in headcount nor pay for any employee.Overall, I make sure things run as best they can and fix what's broken.

Dallas, Texas, United States

Go-to fixer of broken things, including hardware, software, and business processes• Implemented a cloud-based CRM to switch 40+ users from an all-paper workflow to a cloud workflow.Included research, cost analysis, implementation, user training and documentation making, and ongoingworkflow automation, and custom development using the CRM's API.• Current value: $201.25 per day in savings. 17.5 extra employee-hours per day.• Managed a zero-down-time port/migration for 45 VOIP lines. 30-day start-to-finish• Implemented and maintain local firewall (OPNSense) and servers (Asterisk, NFS, LAMP, etc)• Created metrics-gathering pathways and created/maintain KPIs and automated reporting

Mountain View, California, United States

Provided direct and remote support for Linux, OS X, Windows, ChromeOS and mobile platforms, as wellas for Google's corporate resources and Apps● Participated in the development and implementation of worldwide IT projects and initiatives● Created self-service documentation for Google's internal users● Taught sessions to new residents on Windows security and customer service

Dallas, Texas, United States

IT internship focused on management and metrics● Created health metrics for Fossil division, charting 80+ applications● Completed initiative to integrate ticketing system into reporting tool● Additional duties included compiling information about the IT organization, arranging meetings, andbuilding reports for higher management

Richardson, Texas, United States

IT internship focused on helpdesk support● Supported proprietary and enterprise software, including Adobe and Office suites● Closed 200+ tickets for a diverse group of clients and departments

Bachelor Of Science - Bs, Management Information Systems, General

Activities and Societies: Student leadership positions all four years including housing advisory board (CHAC), student government.

Microbiology, General, 3.9

I discovered a bit late in life that I really love microbiology and mycology. It took a while and a lot of night classes, plus an almost.