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Manager Service

Woodbridge Township, New Jersey, United States
February 10, 2018

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WILDER M. NUNEZ, JR. ** Dukes Rd. Rahway, NJ ***** 347-***-****

EXPERIENCE Weill Cornell Medicine

ITS Team Lead, Service Desk 12/2016 – Present

As a ITS Team Leader for the Service Desk, I strive for continuous incident management and request fulfillment improvement workflow while providing leadership and mentoring of 12 service desk analyst. On occasion, provide front-line support of all technical issues while training and empowering our team.

Supervise the Service Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and handling of all technical issues as needed while providing coverage during operating hours. May vary based on service disruptions and changes within the organization.

Act as a task queue manager, overseeing an incoming or outgoing request, incidents or escalations while keeping our clients engaged.

Partner with leadership to promote and improve our level of service (i.e. within ITIL Framework and past experiences)

Develop and identify the very best in our service desk analyst and continue to improve on their skillset and customer service.

Enforce quality assurance of service guidelines when handling our customers in efforts to improve overall customer satisfaction.

Currently developing a new hire process, plans to improve FCR and soft skills, and work with knowledge management team to ensure current and new services are trained among the service desk analyst accordingly.

Act as a buffer between Service desk and other IT departments when escalation is needed.

Provides data and reporting of KPI’s/trends as needed. Ensures measures are consistent and consumable and develops strategies for improvement

Partner with HR in efforts in improving our talent (i.e. deliver correction action plans when necessary)

Serve as the Incident Manager for outages and major incidents. Ensures solid communication flows are being followed, time to post alerts are within targets and being measured, and automation opportunities within ServiceNow are being leveraged

Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected

Ensure established IT policies are enforced and adhered to.

Create, review and update KB articles / documentation as assigned.

Train and motivate staff effectively as well as support employees in all areas of IT policy and procedure.

Working knowledge of HDI, ITIL Fundamentals and Erlang model framework.

NBCUniversal Media, Inc.

Manager, IT Client Services-News 10/2014 – 12/2016

As a Client Services News Manager, I provided front-line management and technical support of personnel, equipment, operations and technology for customer-driven News and Broadcast business operations and on-air talent.

Managed over 23 help desk analyst in NYC, NJ and Seattle offices on a 24/7 basis.

Coordinated and communicated with technical managers to ensure technical quality and readiness for on-air.

Ensured efficient utilization of company resources within a fast paced rapidly changing environment.

Worked closely with other NBC entities, outside broadcasters, and vendors to identify, negotiate for and secure required resources.

Partnered with engineering team to ensure all equipment meets client expectations.

Solid understanding of network technologies and their implementation in a broadcast environment.

Served as the around-the-clock escalation point for all related support issues, providing advanced first to 3rd level technology support when needed

Interfaced with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

Managed and maintain scheduling to ensure News & Broadcast coverage during all required coverage hours to ensure all areas of production is support (i.e. Helpdesk support; edit rooms; conference rooms; control rooms and production studios)

Provided performance evaluations, promotions, training, hiring and disciplinary responsibilities while providing regular monthly 1:1 feedback

Maintained a centralized support documentation enabling News & Broadcast staff

Developed, managed and maintained quality and actionable metrics for all Client Services teams

Isolated problem trends and ensured that troubleshooting efforts are completed for reoccurring problems until permanent solutions are found

Fostered continuous improvement of services to enhance the overall customer experience

Performed duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

Communicated effectively with internal support teams and business

Generated and delivered effective communications to end users for outages, issues and service improvement opportunities

NBCUniversal Media, Inc.

Technical Lead (News Client Services) 7/2012 – 10/2014

Served as the Technical Leader for the entire News & Broadcast, MSNBC Digital Groups and Operations & Technical Services (O&TS) Business Unit providing technical guidance to Tech Support Analyst's (TSA) leading support efforts. Successfully engineered and implemented best practices procedure document/checklist for all client services CS) TSA's for the entire CS organization (East Coast). Other duties and responsibilities included but were not limited to:

Owning high priority and complex workplace issues through resolution and collaborative efforts with the CS Director, BTG teams, and BRM organizations.

Reviewing and monitoring team reporting metrics (Utilizing ServiceNow), ensure compliance with Service Level Agreements (SLA's) - Review Voice of Customer (VOC) surveys and manage user expectations

Supervised 15 support analyst on day-to-day assignments, projects, procedures and deployments

Collaborating with CS Coordinators, Facilities, Domain, Messaging, and Networking teams for projects including PC hardware refreshes-rollouts, software deployments, office relocations-moves, domain & exchange environment migrations

Collaborating with CS Coordinators, Facilities, Domain, Messaging, and Networking teams for projects including PC hardware refreshes-rollouts, software deployments, office relocations-moves, domain & exchange environment migrations

Improved the customer experience by owning issues that arise from beginning to end

Maintained multiple Print Servers hosted on a VM (Restarting Spooler’s, Add / Remove Printers, Updating drivers, etc.)

Managed multiple VPN users (RSA SecurID, Citrix sessions, deploying Window 7 Citrix environment, etc.)

Served as a McAfee Endpoint Encryption Administrator

Served as an centralized escalation point of contact within client services for all IT related issues

Managed multiple mobile devices (AirWatch MDM enrollments)

Supported, troubleshoot, and reimaged desktop, laptops, tablets and devices, including Microsoft and Apple products.

Acted as task queue manager, determined workload, delegated assignments (Service-Now)

Worked closely with managers and Directors to promote career development, and evaluated performance, skill growth, competency growth, and assist with performance goals

Managed and coordinated numerous projects with other IT and engineering departments

Escalated and provided visibility, as appropriate, to senior technology management.

Traveled to various locations in order to provide remote support for special events (ie UK, Malaysia, Seattle and North Carolina)

Held bi-weekly meetings with team members various topics, concerns and reports

Acted as a project manager with various IT departments in order to reach needs and goals for projects, TV shows and equipment needs

Knowledge and relationship building between the clients and technical needs

Possess a deep technical understanding of software product, including its implementation, configuration, and customization

Participate in a number of new product and development training (Workplace 2.0, Windows Surface deployments, McAfee Endpoint Encryption upgrades, Secure Digital Infrastructure and Domain migrations)

CompuCom Systems, Inc. (Client: NBCUniversal)

Sr. Technical Analyst (News Client Services) 6/2008 – 7/2012

Effectively provided daily Tier 2-3 24/7 PC / Mac and Application support to over 10,000 end users worldwide.

Top 3 Call to ticket ratio analyst with a low abandon rate and high FCR, resolving incidents and request with respect to SLA’s.

Executed Windows 7 rollouts to all NBCU departments, control rooms, and studios.

Provided special support for various live shows such as Olympics, Elections, Special News, etc.

Identified and recommended opportunities to improve and enhance PC / MAC user experience.

Provided detailed ETA status to users, show authorizers and managers on purchases/request/problems.

Acted as a backup technical lead, providing guidance to other agents on new updates, instructions, workarounds and other technical related issues.

Managed Enterprise activations for mobile devices.

Managed Active Directory Users and Computers and other MMC Snap-on.

Provided extensive input on domain migrations, upgrades to Office 2010, Windows 7 and Exchange 2010 migrations.

Served as an assistant iNEWS Administrator (create accounts, provide group memberships, sort queues, create queues, managed forms and styles to get stories ready for prompters, recover deleted slugs, etc.)

Putty Administration (terminal services emulation software for iNEWS. Primarily used to unlock locked stories, group checks when adding users access, ending sessions and restoring lost or deleted files)

RSA SecurID / Ace Administration Support (Modifying accounts, reset security pins, reactivating accounts, provide temporary Hard/soft tokens)

Troubleshoot WinCue, AutoScript and Autocue application (On Air 3rd Party application which enables all scripts from iNEWS software to load onto a Teleprompter for Anchors)

Provided occasional conference room setups

Cisco AnyConnect / Citrix Receiver / RSA SecurID setups for cross platforms.


Lead Morning Joe dedicated Wi-Fi implementation

Lead centralized Social Media Project (2016)

Lead NBC News Decision (2010-2016)

Lead Hurricane Sandy: Coming Together (Ramp-up Staff for 24-7 support while supporting a live shows)

NBCU iGnite Program (Blackberry to iPhone migrations for launch of Latitude Flight Application) Democratic National Convention (Charlotte, NC - 2012)

NBC Sports – Olympics (2009-2015)

Today Show “Where in the World is Matt Lauer?” (Held in Malaysia)

Love your “SELFIE” week (Today Show)

Control Room Transformations

“The Royal Wedding” (Held in London, UK)

PC Refresh Rollouts

Domain, Exchange 2010, SSO, and Network Migrations

Mobile / VPN Migrations

AWARDS NBCUniversal Media’s GEM (Going the Extra Mile) Award (Achieved on multiple occasions)

CompuCom’s Honor Win/Win – Integrity – Respect – Excellence (Achieved on multiple occasions)

EDUCATION New York University

Bachelor of Applied Science Management Information Systems N/A

Katharine Gibbs School

Associate of Applied Science in Digital Media Communications 9/2003

Borough of Manhattan Community College

Associate of Arts in Liberal Arts 1/2002

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