Nickolas Mitchell Email & Phone Number

Atlanta, Georgia, United States

• 𝘐𝘯𝘵𝘦𝘨𝘳𝘪𝘴 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘴 𝘴𝘱𝘦𝘤𝘪𝘢𝘭𝘪𝘻𝘦𝘥 𝘤𝘰𝘯𝘴𝘶𝘭𝘵𝘪𝘯𝘨 𝘵𝘰 𝘥𝘳𝘪𝘷𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘴𝘶𝘤𝘤𝘦𝘴𝘴 𝘵𝘩𝘳𝘰𝘶𝘨𝘩 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺, 𝘰𝘯𝘴𝘪𝘵𝘦 𝘴𝘦𝘳𝘷𝘪𝘤𝘦, 𝘴𝘵𝘳𝘢𝘵𝘦𝘨𝘪𝘤 𝘨𝘶𝘪𝘥𝘢𝘯𝘤𝘦, 𝘢𝘯𝘥 𝘤𝘺𝘣𝘦𝘳𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴.Reports to the Service Manager and directly oversees a team of 4.
• Spearheaded the rescue of a year-old project through collaboration with new engineers for onsite discovery, leading to a refined plan and Gantt chart development; resulted in project closure and salvaging a $3 million.
• Devised standards alongside HR for new project managers and coordinators; selecting and onboarding two high-performing candidates who consistently met monthly metrics, enhancing overall project closure rates and.
• Realigned the company's 7-step process and SOPs, boosting teamwide efficiency by 40%, conducted daily scrum meetings and sprint planning for 32 projects across 3 teams; ensuring streamlined progress tracking and.
• Monitored estimated versus actual outcomes across 200 projects, increased efficiency by 15%, raised stakeholder satisfaction, and trained team members on agile and waterfall methodologies; optimizing production.
• Collaborated with PMO to draft process manuals and system documentation, grew closure rates by 20%; reducing onboarding duration from 60 to 32 days through streamlining partnerships with business stakeholders and team.

Greater Atlanta Area

• 𝘗𝘳𝘰𝘷𝘪𝘋𝘺𝘯 𝘰𝘧𝘧𝘦𝘳𝘴 𝘮𝘢𝘯𝘢𝘨𝘦𝘥 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴, 𝘮𝘰𝘣𝘪𝘭𝘦 𝘤𝘰𝘮𝘱𝘶𝘵𝘪𝘯𝘨, 𝘐𝘛 𝘴𝘵𝘳𝘢𝘵𝘦𝘨𝘺, 𝘷𝘪𝘳𝘵𝘶𝘢𝘭𝘪𝘻𝘢𝘵𝘪𝘰𝘯, 𝘤𝘭𝘰𝘶𝘥 𝘤𝘰𝘮𝘱𝘶𝘵𝘪𝘯𝘨, 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴 𝘤𝘰𝘯𝘵𝘪𝘯𝘶𝘪𝘵𝘺, 𝘯𝘦𝘵𝘸𝘰𝘳𝘬 𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘢𝘯𝘥 𝘐𝘗 𝘵𝘦𝘭𝘦𝘱𝘩𝘰𝘯𝘺.Under the guidance of the Director of Project Services executed.
• Developed and managed 19 successful client onboardings; led PowerPoint presentations in client kick-off calls to precisely delineate project objectives, budgets, and timelines, resulting in an $85,000 monthly revenue.
• Proactively identified operational gaps and established industry best practices, bolstering project efficiency and worth; supported project managers by streamlining processes and fostering a company culture of.
• Implemented Kanban methodologies and conducted 1-on-1 sessions to furnish targeted coaching, review performance metrics, and address impediments to team progress; catalyzed a 40% surge in productivity among project.
• Orchestrated Office 365 migration projects, tracking issues and scopes to ensure on-time, within-budget, and scope-compliant deliveries; managed multiple parallel projects, demonstrating exceptional organizational.
• Led retrospective meetings to distill key insights and lessons learned, enhanced project outcomes, and informed future strategies; crafted Gantt charts utilizing Google Sheets to provide clients with clear milestone.

Sandy Springs, GA

• Served under the Director of Services and executed tier 1 and tier 2 support to 50+ international clients through resolution management. Oversaw client onboarding, optimized system protocols, and facilitated Salesforce.
• Executed systematic processes for issue resolution, utilizing OneNote and SharePoint for documentation management; ensured weekly quality control and knowledge sharing, resulting in a 57% increase in first-call.
• Introduced a gamified project management approach, fostering team engagement and accountability; utilized physical task cards arranged in sequence to improve project efficiency, leading to a notable 15% increase in.
• Managed complete IT support for 50+ clients, achieving a 75% first-call resolution rate within six months; conducted thorough hardware diagnostics by disassembling and reassembling client systems, ensuring swift issue.
• Created and coordinated test systems to replicate client issues, facilitating efficient troubleshooting and resolution validation; prepared realistic test environments that enhanced team troubleshooting accuracy and.
• Provided comprehensive onboarding and training for support engineers, ensuring proficiency in system protocols; enhanced team capabilities and knowledge base, contributing to efficient support delivery, employee.

Jersey City, New Jersey

• 𝘊𝘈 𝘛𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘪𝘦𝘴 𝘪𝘴 𝘢 𝘭𝘦𝘢𝘥𝘪𝘯𝘨 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳 𝘰𝘧 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘢𝘯𝘥 𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴, 𝘨𝘶𝘪𝘥𝘪𝘯𝘨 𝘤𝘭𝘪𝘦𝘯𝘵𝘴 𝘵𝘩𝘳𝘰𝘶𝘨𝘩 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 𝘪𝘯 𝘵𝘩𝘦 𝘢𝘱𝘱𝘭𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘦𝘤𝘰𝘯𝘰𝘮𝘺.Served under the Director of Project & Managed Services and led a.
• Led tier 1 and tier 2 support for international client systems, including Disney and FDA, utilizing CA PAM; ensured seamless operations for high-profile clients and maintained optimal system functionality through.
• Oversaw management of vaulted accounts and security privileges, mitigating Sev2, Sev3, and Sev4 issues through proactive troubleshooting; identified and resolved security vulnerabilities, improving system stability and.
• Assisted clients in synchronizing LDAP and JXplorer with CA PAM, optimizing user access management within customer environments; ensured accurate user data harmonization, streamlined access control, and enhanced.
• Developed and delivered training courses to support engineers in Salesforce migration, accelerating the onboarding process and reducing transition times for program users; enhanced team proficiency and operational.

New York, NY

• 𝘛𝘩𝘦 𝘙𝘪𝘷𝘦𝘳𝘴𝘪𝘥𝘦 𝘊𝘩𝘶𝘳𝘤𝘩 𝘪𝘴 𝘰𝘯𝘦 𝘰𝘧 𝘕𝘠'𝘴 𝘮𝘰𝘴𝘵 𝘱𝘳𝘰𝘮𝘪𝘯𝘦𝘯𝘵 𝘳𝘦𝘭𝘪𝘨𝘪𝘰𝘶𝘴 𝘭𝘢𝘯𝘥𝘮𝘢𝘳𝘬𝘴, 𝘴𝘦𝘳𝘷𝘪𝘯𝘨 𝘢𝘯 𝘪𝘯𝘵𝘦𝘳𝘥𝘦𝘯𝘰𝘮𝘪𝘯𝘢𝘵𝘪𝘰𝘯𝘢𝘭 𝘤𝘰𝘯𝘨𝘳𝘦𝘨𝘢𝘵𝘪𝘰𝘯 𝘢𝘯𝘥 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘵𝘺 𝘧𝘰𝘳 𝘰𝘷𝘦𝘳 90 𝘺𝘦𝘢𝘳𝘴.Under the direction of the Director of IT managed workstation.
• Implemented a cost-effective upgrade initiative, transitioning to smaller workstations and seamless deployment and adoption; led to savings of $150k and ensured minimal disruption and maximal operational efficiency.
• Conducted LAN administration and network configurations, optimizing TCP/IP, DHCP, and DNS protocols; upgraded phone system from Analog to VoIP with integration to Microsoft Exchange, enhancing communication efficiency.
• Engineered a robust localized file-sharing system, leveraging innovative SAN technology; designed comprehensive security measures, including access controls, fortifying the organization’s data protection against.
• Led and executed the successful implementation of Windows Dynamics GP across diverse business units; provided strategic oversight and technical expertise, ensuring seamless integration and optimal functionality to.

79 Crosby St, New York, NY 10012

Bachelor Of Science (B.S.), Computer And Information Systems Security/Information Assurance

Activities and Societies: Greer Dawson Student Leadership Program, Student Executive Council, Student Union Board, Association of Computer.

Education record