Nikki Fernandez Email & Phone Number

New York, United States

Remote, New York City

Remote

Project Management & Coordination, Account Management, Digital Media Service Support, Process & System Support

Remote

Program Management, Project Management, Account Management, Client Liaison, Operations & System Coordination, Process & Workflow Management, Vendor Management, Sourcing, Hiring, On-Boarding & Training of Staff & Consultants, Bookkeeping

Nyc

Business Analysis, Business Process Design & Automation, Workflow Design & Development, Process Support System & Database Design, IT Project & Service Management, Information Technology System Management & Support, Asset Management, Operations Management, Business Accounting/Budget Development & Management

Greater New York City Area

Roles: IT Service Coordinator, ITSM Administrator, IT Service Systems Coordinator/Developer, Program/Project Coordinator/ManagerResponsible for:Collaborating with the Project Management Office (PMO) to design, implement, and manage efficient and effective IT processes and optimized workflows enhancing efficiency and productivity.Communicating effectively with stakeholders, including business leaders and end-users, to understand their needs and ensure alignment between IT services and business objectives; Conducting requirements analysis, gathering, analyzing, and documenting them for IT solutions; Managing and implementing changes to IT systems and processes; Creating clear and concise software documentation, including user manuals and technical specifications; Developing and maintaining IT service catalogs to ensure transparency and standardization of IT services; Managing Service Delivery; Developing and implementing training programs for IT Management and service desk staff, enhancing their technical skills and knowledge of IT Service Management (ITSM) best practices; Monitoring and analyzing IT service metrics, using data-driven insights to identify areas for improvement; Collaborating with vendors and external partners to ensure seamless integration of IT services and technologies. Managing and maintaining ITSM tools and processes; Collaborating with IT teams to ensure effective implementation and utilization of ITSM solutions.Designing, developing, and maintaining IT service systems and applications; Working closely with IT stakeholders to gather requirements and translate them into technical solutions; Implementing and testing new features and enhancements to existing systems.Overseeing the planning, execution, and monitoring of Software Development and other IT projects/programs; Collaborating with cross-functional teams to ensure successful project delivery; Managing project budgets, timelines, and resources.

Roles: Help Desk Team Lead & Supervisor, HEAT [Call] System Administrator, Client & Management Liaison, Key Metrics and Systems AnalystResponsible for supervising and managing: Support for approximately 1,500 users, 10+ organizational divisions in 6 national offices, and the day-to-day operations and flow of tickets for both the help desk and service delivery teams ensuring efficient resolution of user issues and requests; Effective escalation of critical service and client-facing issues; Helpdesk collaboration with managers of cross-functional teams on multiple projects aimed at identifying and resolving complex technical problems, and providing timely and effective solutions for comprehensive user support; SLA/OLA development and management; Hiring, termination, and performance management of the entire Help Desk team; Performance and support system development, implementation, and administration; Client Relationships and Advocacy; The development and organization of all IT related knowledge bases and documentation; KPI definition and performance improvement strategies.

Responsible for Coordinating: The implementation of Improved Help Desk Management; Scheduling/staffing of the Help Desk Team; the provision of 1st and 2nd Level Help Desk support of approximately 1500 Users, 10+ organizational divisions in 6 National Offices; Help Desk Support Escalations, and SLA development; Participation in Company Wide operating system and Hardware Roll-Out.

Assisted with help desk support and coordination; Analyzed, recommended, and developed help desk support, management, and reporting workflows, processes, and methods to improve operations, streamline them, and enhance help desk efficiency; Recommended and participated in the upgrade of the HEAT call support system.

Greater New York City Area

Responsible for: Collaborating with the team to review open assignments; proactively identifying and addressing issues and root causes; coordinating scheduling and staffing of the Help Desk; Collaborating with the Help Desk Manager to conduct performance evaluations and reviews; Providing second-level desktop and telephone support to approximately 1400 local users and 100+ users at two remote offices; Regularly reporting shift status to the Help Desk Manager, including abandoned call percentage, open issues, and individual analyst progress and activity; Recommending improvements in procedures and tools used by the Help Desk to enhance efficiency and effectiveness; Collaborating with managers from other IT departments on multiple projects aimed at providing comprehensive support to users.

Brooklyn, Ny

Supported 200 users on behalf of the Fiscal department providing technical assistance/troubleshooting, accounting support workflow, and system developmentInstalled, implemented, maintained, and supported all computer systems; Performed Hardware and software upgrades or replacements as needed; Designed, developed, and implemented accounting support processes workflows, and systems; Developed and instructed accounting system and application training; Maintained Network, Server Utilities, and Backups; Evaluated and recommended or opposed the use of new Hardware/Software.

Computer Science

Communications

Regents Diploma, Graphic Design, Graphic Communications

Activities and Societies: Graphics and Communications Major,Graphics & Design Major, Math & English Honors Student