Nigel Lyons Email & Phone Number

Greater Boston

As a senior team member work across broad range of technologies and collaborate across multiple areas of business to support incidents, problems and requests.Specific Accomplishments Include:➢ Build and install PCs, telephone systems, wireless networks and peripheral devices related to desktop infrastructure while providing advice and guidance to colleagues regarding incidents➢ Managed PCs, networks, telephone systems and peripherals with routine maintenance and resolution of technical problems with software applications / network systems➢ Identify potential adjustments and system improvements and present them to senior team leaders for consideration ➢ Ensure that work is carried out within agreed service levels and in accordance with department guidelinesReporting and Documentation: Create and distribute reports of progress to senior leadership

Boston, Massachusetts, United States

Oversaw all operations and functions of help desk operation providing 1st and 2nd level support for more than 500 users while managing 2-3 Technical Support Analysts.Specific Accomplishments Include:➢ Root Cause Analysis: Assisted with incident management and issue resolution, including log, track, and document issues to coordinate, and deliver accurate problem resolutions for end users➢ Collaboration: Worked closely with technical support analyst to resolve technical and software issues as well as support multiple applications.➢ System Administration: Supported and installed all MS Office applications and other software including upgrading PC hardware and operating systems from Windows XP to Windows 7➢ Operational Efficiency: Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists➢ Cross Functional Collaboration: Facilitated resource moves, including move of 60 users, with no down time, working in conjunction with specific project managers on all aspects of project

Boston, Massachusetts, United States

Responsible for back-office support, installation of desktops and printers maintaining existing and new user configuration as well as supporting all applications such as IT Project Management, Request Management and Change Management processes.Specific Accomplishments Include:➢ Quality Control: Maintained 95% on time completion of production jobs and delivery of customer report, applying quality control process, including data validation, error handling, system check, reporting and escalation➢ Communications: Updated manuals for production jobs, generating reports and Help Desk Operations Procedure manual➢ Information Security: Implemented hardware and software regarding HIPAA-Security Compliance.

Bachelor, Computer Engineering

Certificate, Computer Operation

Education record

Education record