Nick S. Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

• Provide highest level of personalized, proactive, preventative and reactive support to a large financial institution• Helped increase account from $3million/yr to $10million/yr annual sales by establishing a trusted advisor relationship with all levels of management• Lead and present weekly risk/health reports and provide recommendations when necessary• Plan, assess and track customer software upgrades• Identify, address and escalate critical customer issues and coordinate the necessary support activities

Raleigh-Durham, North Carolina Area

• Participated in the design and launch of new organization within CS Ops focused on the initial customer experience• Lead virtual and live presentations regarding the benefits of partnering with our team and following our processes to enhance the customer experience by providing proactive support• Managed multiple, high-visibility, engagements simultaneously with exceptional attention to detail while providing the highest level of support to ensure satisfaction• Communicated effectively with account teams, engineers, and leadership the findings from our review process and work to drive any outstanding issues to closure

- Project manager, pre and post sales, for transition of over 1,200 sites for Army, Navy, Marine, and Air Force- Project manager for local area network (LAN) refresh project for USPS with over 500 devices and contract value in excess of $5 million- Provide personal proactive and reactive monitoring and support for customer orders, installs, and issues to meet or exceed service level agreements- Plan and lead customer and internal support meetings to review and document open action items - Work with customer to identify and fix issues for timely resolution. Drive escalations of open cases as necessary- Work with internal/external remote project team members including upper management, account teams and engineers

- Lead implementation engineer on large scale deployment of network equipment for USPS and FBI- Interfaced directly with customer representatives and adhered to contractual obligations- Participated in customer and vendor status calls- Escalate internal/external orders as necessary, troubleshoot problem areas and work with management, account team to identify solutions

Actively monitored and worked ETMS/Remedy/Customer tickets in accordance with USPS and Verizon Business SOPs. Escalated internally and externally to drive resolution.Worked with customers and higher level engineers to restore customer networks in a timely manner.Troubleshoot circuits at multiple levels (DS0, DS1, DS3 including router and switch replacements) to isolate problems. Fixed or referred tickets to correct group for resolution. Used multiple programs to facilitate fix (Aspect, ITS, NMT, STAMPS, TEMIP, WSPinger).

Performed reporting activities to include development and creation of reports to meet Verizon Business and USPS service level agreements.Produced and published daily, weekly, and monthly customer and internal reports in a team environment to promote teamwork and overall knowledge base of reporting requirements.Ran ad hoc queries that pulled information from multiple data bases (Oracle/SQL, STAMPS) to satisfy upper level management and customer requests as needed. Worked with higher level engineers and other team members to develop new reports

Facilitated the installation and activation of Cisco routers for the United States Postal Service account. Initiated, tracked and drove orders to completion. Escalated orders when necessary to appropriate groups or group managers. Queried reports from a worldwide account team database.