Nicole Rega Email & Phone Number

Charlotte, North Carolina, Us

Responsible 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.

Charlotte, Nc, Us

Responsible 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.

Charlotte, Nc, Us

Hired 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.).

Hicksville, New York, Us

I currently lead process improvement initiatives, the maintenance of IT policies and procedures, IT metrics and reporting and the IT Help Desk.

Hicksville, New York, Us

I 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.

Hicksville, New York, Us

I 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.

Hicksville, New York, Us

Administration for CA Service Desk Manager, CA Clarity and BMC Service Desk Express

San Jose, California, Us

I 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.

San Jose, California, Us

Responsible for identifying and implementing Knowledge Management strategies with GIS support organization

San Jose, California, Us

San Jose, California, Us

Level 1 support analyst for internal employees

Bachelor Of Arts - Ba, Organizational Management

Bachelor, Organization Management