Nicholas Newell Email & Phone Number

Alvin, Texas, United States

• Operating in a CIO/CTO capacity with an 80/20 focus, prioritizing internal technology enhancements while also contributing to the development of technology that facilitates citizen engagement through multiple channels.• Spearheading the city-wide fiber network overhaul, including planning, vendor management, and execution phases, to provide a robust foundation for future connectivity of city infrastructure.• Leading the adoption and integration of updated technology systems, including advanced endpoint protection, new firewalls, switches, and enhanced security solutions, significantly improving the city's overall cybersecurity posture and network resilience.

Alvin, Texas, United States

• Managed a two-person IT Team responsible for delivering full-spectrum technical support to over 250 staff members across 14 locations and 25 departments.• Enhanced the city's information security posture by modernizing systems and implementing advanced cybersecurity measures to protect critical infrastructure and data, including the implementation of new firewalls, network switches, endpoint protection, camera security, and access control systems.• Addressed widespread PC performance issues with innovative solutions, improving efficiency and enabling a significant boost in staff productivity.• Led a complete overhaul of the city's phone system, ensuring continuity and efficiency of internal and external communication for all departments.• Executed the proposal for a city-wide fiber network, including technology planning, vendor management, and completion of the RFP process, with deployment scheduled for FY25.• Provided project management for the Alvin Police Department's radio system overhaul, ensuring project timelines were met and effective communication maintained throughout the process.• Expanded the IT Team from 2 to 5 members, achieving record customer approval metrics, with unprecedented SLAs and unparalleled staff satisfaction ratings, establishing a new benchmark for IT support excellence.

Manvel, Texas, United States

• Contributed as a member of a two-person IT team responsible for providing extensive technical support to the Police Department, City Hall, and Public Works.• Initiated the implementation of a new ticketing system utilizing open-source technology, resulting in improved communication between IT and other branches of the city.• Led initiatives to optimize PC performance and streamline workflows for staff, resulting in improved efficiency and productivity.• Established standardized documentation and task management practices for the IT team, resulting in improved service to city staff and faster resolution times for IT tickets.• Collaborated with the IT Manager to improve the security of various servers and systems through the introduction of cutting-edge solutions.

Webster, Texas

• Conducted thorough testing and documentation of mission-critical aerospace systems, including flight software, inventory management processes, and systems related to flight suits.• Streamlined documentation and optimized processes to reduce call volume and improve the efficiency of the support team.• Collaborated closely with the development team to identify opportunities for workflow improvements, resulting in reduced product time in QA.• Demonstrated flexibility by contributing to minor bug fixes when the testing queue was clear, ensuring timely and efficient delivery of high-quality products.• Solicited feedback from existing users to ensure that new solutions surpassed their expectations, resulting in improved satisfaction and increased adoption.

• Served as the highest escalation point for customer issue resolution, providing expert technical assistance and ensuring customer satisfaction.• Managed and directed the day-to-day activities of a team of IT professionals, developing new procedures and best practices to optimize workflow and promote positive morale.• Identified process optimizations and implemented software improvements in collaboration with senior management, resulting in increased efficiency and reduced costs.• Led the support team to achieve record highs in customer satisfaction and record lows in average ticket time, through effective team management and continuous process improvement efforts.

• Engaged with customers on a daily basis to provide technical training, troubleshoot software issues, and identify solutions to technical challenges.• Optimized workflow documentation, reducing ticket resolution times by over 50% and improving service to customers.• Possess specialized expertise in Microsoft SQL database management, delivering scripts and reports to customers to improve their overall user experience.