Nicole Rega Email and Phone Number
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As an accomplished IT service leader, I specialize in optimizing service delivery and support functions across Service Desk, IT Operations, and Service Delivery teams. Focused on driving operational efficiency, I have a strong background in implementing ITIL best practices, enhancing end-user experiences, and managing multimillion-dollar budgets to deliver impactful, cost-effective solutions.My achievements include introducing AI-powered tools to elevate IT support, improving asset management practices, and fostering cross-functional collaboration to drive innovative IT solutions. Skilled in managing partnerships with diverse vendors, I excel in negotiating favorable terms and ensuring seamless integration with strategic goals to support service excellence. By standardizing processes, implementing strategic KPIs, and delivering measurable improvements in service metrics, I consistently enhance customer satisfaction and operational outcomes.I am passionate about creating positive, growth-oriented environments and mentoring teams to reach new career milestones. Connect with me to discuss how we can drive transformation in IT service management, build impactful partnerships, and create exceptional support experiences.
Midrex Technologies, Inc.
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Manager Digital Support And Service DeliveryMidrex Technologies, Inc. Oct 2024 - PresentCharlotte, North Carolina, UsResponsible for setting the vision and strategy for IT service management, ensuring that support and service delivery processes are well-defined and continuously improving. Leading the service delivery team in providing exceptional support to global teammates, resolving technical issues swiftly and effectively. Collaborating with cross-functional teams and managing vendor relationships to drive success and foster continuous improvement across IT operations and service delivery. Championing ongoing improvements in service management, the service desk, and digital support functions, including licensing, asset management, procurement, vendor management, and technology recycling.
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Senior Manager Of It Service ExperienceAvidxchange, Inc. Nov 2021 - Apr 2024Charlotte, Nc, UsResponsible for a vast array of functions all in support of internal teammates and ensuring their satisfaction and continuous experience improvement with tools and technology. Provides strategic direction and leadership to ensure the smooth functioning, stability, and efficiency of the company’s technology systems. Serves as a trusted cross-functional partners to develop and implement IT strategies, policies, and procedures that align with business goals and industry best practices. -
It Service And Support ManagerCpi Security Aug 2019 - Nov 2021Charlotte, Nc, UsHired to create, standardize and improve IT Service and Support functions while documenting IT processes and improving the overall end user experience with the IT department. Formalized and implemented various IT processes with policy and procedural documentation such as the Incident Management Program, Ticketing Procedure, Change Management Program, Problem Management Program and more.Developed IT metrics; Service Desk, Executive Dashboard, Mobile Data Usage, Chronic Incident Trend, and Service Availability reports to determine trends and the overall health of the department and processes.Set the vision for the Service and Support Roadmap, communicating and implementing projects (ex. Asset Management for mobile devices, end user computing, printers; End User experience - establishing a Help Desk phone line for immediate contact 24/7, priority 1 process; improvements to distribution list handling, ServiceNow incident and service request processes; Problem Management, etc.). -
Vp, It Policies, Procedures And Reporting ManagerNew York Community Bancorp, Inc. (Nycb) Sep 2016 - Aug 2019Hicksville, New York, UsI currently lead process improvement initiatives, the maintenance of IT policies and procedures, IT metrics and reporting and the IT Help Desk. -
It Help Desk ManagerNew York Community Bancorp, Inc. (Nycb) Sep 2014 - Sep 2016Hicksville, New York, UsI am responsible for driving IT Help Desk performance through staff coaching, QA assessments, metric reviews, and process/policy adherence. As IT Help Desk Manager, I implemented the CA Service Desk Knowledge Base for the Level 1 Help Desk.
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It Help Desk SupervisorNew York Community Bancorp, Inc. (Nycb) May 2013 - Sep 2014Hicksville, New York, UsI developed Help Desk metrics and reporting for the level 1 Help Desk and improved IT metric trend reports as well as lead a staff of Help Desk Analysts remote and on-site.
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Application Administrator INew York Community Bancorp, Inc. (Nycb) Sep 2012 - May 2013Hicksville, New York, UsAdministration for CA Service Desk Manager, CA Clarity and BMC Service Desk Express
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Sr. Knowledge Management AdministratorCa May 2006 - Apr 2012San Jose, California, UsI am responsible to oversee the publishing of knowledge documents, request areas, and groups. Understand the Unicenter Service Desk Administration functionalities as well as Unicenter Dashboard and Unicenter Service Catalog. Must be fluent in the KCS Methodologies and have the implement concepts where necessary. -
Sr. Knowledge Management AnalystCa May 2006 - Apr 2012San Jose, California, UsResponsible for identifying and implementing Knowledge Management strategies with GIS support organization
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Service Desk Team LeadCa Sep 2001 - Sep 2006San Jose, California, Us
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Help Desk AnalystCa May 2000 - Sep 2001San Jose, California, UsLevel 1 support analyst for internal employees
Nicole Rega Skills
Nicole Rega Education Details
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Ashford UniversityOrganizational Management -
Global Outreach Virtual Edu.Organization Management
Frequently Asked Questions about Nicole Rega
What company does Nicole Rega work for?
Nicole Rega works for Midrex Technologies, Inc.
What is Nicole Rega's role at the current company?
Nicole Rega's current role is IT Service Leader | Process Improvement Expert | Vendor & Partnership Management | Elevating Digital Support through Innovation, ITIL Best Practices, and Cross-Functional Collaboration.
What is Nicole Rega's email address?
Nicole Rega's email address is ni****@****ycb.com
What is Nicole Rega's direct phone number?
Nicole Rega's direct phone number is +163194*****
What schools did Nicole Rega attend?
Nicole Rega attended Ashford University, Global Outreach Virtual Edu..
What skills is Nicole Rega known for?
Nicole Rega has skills like Itil, Knowledge Management, Management, It Service Management, Team Management, Software Documentation, Quality Assurance, It Strategy, Training, It Management, Cross Functional Team Leadership, Service Desk.
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