Nicole Major Email & Phone Number

GB

• Successful management of remote operations team consisting of USA and India based employees (avg 12 reportees)
• Daytodayticket handling and shift staffing
• Escalations to development, product management and other Delivery Leads as needed
• Participate in interviewing and organization of onboarding of new staff members
• Collectively worked on merit increases and promotions
• Initiated onboarding/offboarding of staff accounts to ensure security requirements were maintained.

London, GB

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Waltham, MA, US

• Successful management of a remote technical support team who are located across North America
• Operational collaboration and implementation of KPI’s, staffing and operational changes as part of a 5 person management team in NORAM. 12 managers World Wide
• First point of customer escalations from various internal organizational groups.
• Routine ticket reviews based on customer feedback and ad- hoc ticket system inquiries.
• Maintain support engineer scheduling, project allocation and work life balance.
• Participate in calls with customers to review open tickets and ensure timely updates.

Waltham, MA, US

• Manage a technical support team that spans multiple geographical regions, including UK, APAC and the US
• Work closely with product management, development, operations and the network operations center to identify and resolve complex customer issues.
• Attend and provide customer facing input to weekly Change Advisory Board meetings as well as emergency change requests.
• Provide guidance and support to my team of 10 Technical Support Engineers. Including but not limited to escalations, frequent team meetings and diagnostic troubleshooting.
• First point of customer escalations from Customer Success Managers, Account Managers, Sales Engineers and other internal groups.
• Routine ticket reviews based on customer feedback and ad- hoc ticket system inquiries.

Waltham, MA, US

Utilize JIRA to manage and coordinate production changes through a full change management process, based on ITIL Foundation methodology.Integral part of the implementation and execution of new Change Management process and workflow Facilitate weekly Change Management meetings.Documented the CMR process and provided training to staff.Use JIRA to formulate.

Detroit, MI, US

Compuware purchased Gomez in 2010 and my position was secured with the acquisition. I was promoted after 8 months to Team Lead. Heading a team of 10 NOC engineers ensuring that the Global Network is consistently available and reliable for the customers. Recently passed ITIL Foundations and working toward Quality of Service and Change Management.

Waltham, MA, US

Network Operations Center Engineer, monitoring 180 global sites for connectivity, efficiency and pro-active issue identification and resolution.

Watford, Hertfordshire, GB

US

US

US