Nicolas Zevchek Email & Phone Number

United States

Strongsville, Ohio, United States

Strongsville, Ohio, United States

Strongsville, Ohio

Implemented Enterprise and IT Incident Management Procedures- Established documented ticket handling procedures- Established SLA policies across the enterpriseLaunched New Support Channels- Identified vendors and procured solutions for chat and SMS text support- Lead implementation of these new support channelsCreated a Standardized Service Desk Onboarding Program- Lead effort to build a standardized and repeatable onboarding program for new employees- Pivoted onboarding efforts to accommodate all remote environment during COVID restrictionsImplemented Enterprise-wide Ticketing Solution and End User Facing Ticket Portal- Worked with vendor implementation team to migrate existing data and transition into new solution- Built out new ticketing templates and automated routing rulesDeveloped Problem Management Program- Established processes and procedures for ticket trends and active outages to be communicated to a new central PM team- Lead new team to create process to initiate and execute trend analysis projectsEstablished Standardized Service Desk Reporting and Metrics- Created documented SLAs and KPIs for Service Desk team- Established standardized reporting scheme to report out to key IT leaders and business stakeholders

Kent, Ohio

Implemented a new CRM environment.- Sourced a new CRM vendor and negotiated terms.- Lead a team of full time and student employees to implement and customize the CRM environment.- Created and implemented new training content around the new system and procedures.Deployed new POS hardware.- Sourced new hardware to support functionality of new CRM.- Configured new hardware to fit the needs of the business.- Deployed hardware across multiple storefront locations.Enhanced operational procedures.- Created new closing checklist procedures to improve daily task execution.- Implemented daily transaction audits.Consolidated resources and employees across two teams.- Took on management of an additional student employee team.- Consolidated overlapping responsibilities to increase efficiency.- Implemented cross training program to increase scalability of both teams.- Created a new consolidated team structure to eliminate labor spend waste and improve team efficiency.Continued training improvements through training conference.- Lead a team of Full Time and student employees to plan and implement a student training conference.- Planned and budgeted for a three-day conference for student employees across numerous technology related teams.- Determined training content and sourced speakers to discuss chosen topics.Responsible for managing student employees across multiple support areas.- Student employees handled in person and telephone support requests.- Completed employee management activities for student employees.

Kent, Ohio

Increased production in Apple related computer repairs.- Increased Apple repairs by nearly 100% over the previous year.- Improved operational efficiency to ensure that proper Apple processes and procedures were met.Worked with Kent State University Flash Technology Center to improve offerings for students.- Implemented Safeware coverage support for covered students that purchased coverage through the Flash Technology Center.- Completed training of student technicians on updated repair processes regarding Safeware covered devices.Planned and implemented improved training procedures.- Developed new training materials to engage students and improve their knowledge and skills.- Improved student cross training, allowing students to work across multiple departments to support user needs.- Established a centralized Blackboard Learn training database for new and existing employees.Implemented faculty refresh imaging center.- Provided student training of the imaging process for Mac and PC using JAMF and SCCM.- Interacted with stakeholders to ensure proper execution of the faculty refresh process.Enacted policy improvements to increase efficiency and data security.- Enhanced device labeling procedures and documentation practices.- Eliminated high risk data procedures.Responsible for managing student employees across multiple support areas.- Student employees handled in person and telephone support requests.- Completed employee management activities for student employees.

Kent, Oh

Significant increase in tickets closed year over year.- Increased closed tickets by the Tech2You team by about 700% year over year.- Diversified resolved ticket types to encompass a wide spectrum of problem areas.Increased student interaction and engagement.- Developed and implemented programming for students to interact with the Tech2You team, including game nights.Outage resolution and triage.- Multiple outage events were triaged and resolved by the Tech2You team.- Interacted with stakeholders to assist in the resolution of outages and provided root cause analysis to help support the team's needs.After hours Blackboard Learn Support- Assisted students, faculty, and staff with Blackboard learn issues after 5pm.

Kent, Ohio

Data analysis of user support trends.- Provided root cause analysis and recommendations based on support ticket trends.Diagnosing and resolving both simple and complex end user support requests.- Support requests range from basic troubleshooting to detailed system issue resolution.Support of Blackboard Learn system for faculty and staff.- Official Learning Management System at Kent State.- Provide detailed resolution to complex support requests.- Help faculty develop and present their pedagogical principles through online course creation and implementation.- Resolve course administrative issues and concerns.- Received internal certification for Blackboard Learn.Creation and implementation of Blackboard Learn based agent training courses.- Implemented training at call centers and on campus at Kent State.- Utilized as a significant piece of the Helpdesk student training program.- Content built in Blackboard Learn.

Richmond Heights, Oh

Responsible for all sales related activity for a multi-million dollar retail unit.Training, coaching, and developing a sales team with varying compensation plans.- Responsible for managing a team of up to 100 associates and managers.- Developed a team with varying levels of sales experience to meet and exceed sales goals.Creation of sales and merchandising plans for a multi-million dollar retail unit.- Made product assortment and allocation decisions to increase unit profitability.

North Canton, Oh

Chosen by District Manager as a district “leading and lending champion.”- Helped lead the branch team to consistently exceed lending goals.Customer relationship management.- Established relationships with customers and developed the relationship to grow the banking relationship.- Identified and presented potential opportunities based on customer needs.Responsible for creation and maintenance of accounts.- Created and opened accounts ranging from checking accounts to home loans.Implemented branch level technology improvements.- Planned, coordinated, and completed upgrades in support of check imaging implementation.Provided technology support for branch computing hardware and software.

-Top sales performer-Assisted in the training and development of new employees

Recognized as a top 100 store manager within the company multiple times.- Designated as a training manager, assigned to develop Store Managers.Provided technology solutions for end users.- Determined customer needs and provided a complete technology solution.- Completed software and hardware installations to facilitate end user needs.Completed troubleshooting and implemented solutions to resolve end user technology concerns.- Determined root cause and possible solutions for remediation.- Worked with mobile computing devices to complete basic and advanced troubleshooting of hardware and software.- Completed data recovery efforts on mobile computing devices.- Facilitated device repair requests.Implemented store level technology improvements.- Planned, coordinated, and completed upgrades of the store point of sale hardware and software.- Completed updates to the store network and printing infrastructure to support the addition of new and additional hardware.- Completed operating system updates and installs for store servers and point of sale systems.

-Consistent top performer within district.-First permanent Assistant Manager named within district.-Part of leadership team for top selling store in the district.

-Helped direct Brass and Tuba Choirs.-Worked directly with undergraduate students to teach and develop skills.-Helped run Tuba Christmas and Tuba Summer events.

Brunswick, Oh

Assisted in the implementation of enterprise solutions for small to mid-sized companies.- Installed and configured enterprise networks.- Provided enterprise hardware solutions including computing and printing systems.Provided end user support for mobile computing solutions.Completed custom hardware build solutions for enterprise clients.

-Filled any needed positions within store.-Top performer in credit applications processed.

Master Of Education - Med, Educational/Instructional Technology

Master Of Music, Tuba Performance

Bachelor Of Music, Tuba Performance