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Engineer Management

Raleigh, North Carolina, 27612, United States
November 08, 2018

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Ron Nicely

**** **** ****** ****, *******, NC ***13


Summary of Qualifications

Experienced professional with more than 20 years change management and information technology experience spanning change management, release management, technical support, system administration, and storage administration.

ITIL v2 and v3 Certified with more than 5 years’ experience leveraging Knowledge Exchange software to coordinate and lead change management initiatives related to IT products, projects, and support.

More than 12 years’ experience developing and producing documentation and training programs and leading teams in the support of customer SLAs for technical support environments.

Broad technology background including Windows and Unix systems; EMC, STK and Brocade storage systems; Veritas NetBackup; and Service Now, Midas, JIRA, Clarify, iWise, Vantive, and Remedy ticketing systems.

Employment History

SAS, Cary, NC (2017 – Present)

IT Service Desk Specialist (January 2017 - Present): Helped use knowledge and skills to help support a rapidly changing and innovative technical infrastructure.

Performing multi-tiered incident resolution and end-user support via phone, email, and chat

Providing dedicated phone, chat, or email support for at least 1 hour per day

Actively managing and troubleshooting customer issues reported via Service Now, Midas, and JIRA, our proprietary ticketing system

Troubleshooting, resolving, and documenting user system issues in the following areas:


oUNIX and R&D

oUnified Communications

oConferencing (WEBEX and Audio Conferencing)


oManaging domain accounts via Active Directory

oUtilizing remote monitoring and management software to efficiently resolve client problems

oCollaborating with other IT personnel and resources to efficiently resolve technical problems

oPrioritizing work to resolve complex technical issues

oParticipating in ongoing personal training to stay current with leading edge technology

oProviding updates and status reports to management

Information System Engineer (2013-January 2017): Helped create and implement the Pilot Change Management process for MOM (March 2013-January2014).

Work with Host Operations, SSO, and SAS IT groups to promote the Change Management Process with daily, weekly, and monthly changes, including Third Weekend Maintenance.

Create step-by-step documentation to facilitate the Change Management Process using Service Now, including creating change requests, reports, and Change Advisory Board (CAB) agendas.

Facilitate the Change Management Process during weekly Operational Status meetings.

Facilitate weekly Change Advisory Board Meetings.

Support the execution of the change management process through active coaching with executive leaders who are change sponsors.

Help create process documentation for Incident Management, as well as Request Fulfillment in the Hosting Operations.

State of North Carolina-Information and Technology Services, Raleigh, NC (2003 - 2013)

Release Management Process Owner (2011-2013): Coordinated release deployments into the production environment for ITS and all state agencies it supports. Leveraged ProVision (Knowledge Exchange) software for process development and management.

Worked with project teams to integrate release management activities into overall project planning. Defined and scoped relevant activities and business impacts in order to plan resources and system utilization accordingly.

Created and managed metrics to track adoption, utilization and proficiency of individual releases.

Proactively identified resistance and performance gaps and work to develop and implement corrective plans.

Developed documentation for IT-related functions and processes and hosted related training programs with teams.

Change Management Process Coordinator (2009-2011): Created and implemented change management plans that drove faster adoption, greater utilization, and higher proficiency on the changes impacting employees in the organization and agencies outside ITS.

Helped ensure that change initiatives met business, schedule, and budget objectives.

Developed change management strategies based on situation awareness of the details of the change and the groups being impacted by change.

Developed a set of actionable and targeted change management strategies - including Goals, Challenges, Risks, and Impacts – through the leverage of the ProVision/Knowledge Exchange application.

Provided direct support and coaching to front-line managers and supervisors as they helped their direct reports through various hardware, software, application, or process changes.

Operations and Systems Analyst (2003-2009): Worked as a member of the systems integration team to provide storage management and backup support for Linux, Windows, and Solaris environments to all State agencies. Recorded all related information in Vantive, iWise, and Remedy ticketing systems.

Gathered data from all storage sources, developed reports, and communicated configuration modifications to support different technical environments.

Provided SAN and storage system configuration tasks to implement changes to storage or SAN devices.

Set up operational procedures for hardware and software configuration.

Participated in local and statewide planning involving storage and backup hardware and software. Assisted in the evaluation and planning of proposed new systems.

The Sharper Image, Raleigh, NC (2001 - 2003)

Senior Sales Associate: Responsible for supporting and managing sales associates while ensuring all store policies were followed and adhered to achieve maximum client satisfaction.

Led training and development of all new sales associates, including facilitation of feedback for team members on customer service and communication issues.

Served as point of escalation for all customer requests and complaints. Resolved issues in a timely and efficient manner.

Auspex Systems, Durham, NC (1997 - 2001)

Technical Team Lead (2000-2001): Responsible for advanced technical issue resolution, ticket monitoring, and team scheduling and performance to achieve established customer SLAs.

Developed clear job plans covering both technical and non-technical job requirements for each team member. Identified daily department priorities and workload strategy.

Coordinated customers, upper management, engineering, and field service engineers for any customer sites or systems that had escalated issues.

Technical Support Engineer II (1997-2000): Served as point of escalation for advanced hardware and software diagnostics and resolution, and recorded all related information in Clarify ticketing system.

Provided second level support for Auspex File Servers, which included Auspex software and hardware, as well as different operating systems including Solaris 2.6 and Windows NT.

Led in the development of training and documentation of Clarify ticketing system for new Technical Support Engineers.

Alphatronix, Durham, NC (1993 - 1997)

Technical Support / Installation Engineer: Responsible for responding to telephone calls and emails related to hardware and software issues and recording all related information in Lotus Notes.

Installed Alpahtronix Storage software and Hardware in Unix and Macintosh environments.

Trained customers on the use of the Storage software, as well as troubleshooting and hardware diagnostics.


North Carolina State University (1993)

Bachelor of Science in Electrical Engineering

Training & Certifications

ITIL v2 IT Service Management Foundation Certification

ITIL v3 IT Service Management Foundation Bridge Certification

EMC Storage Solution Administration

Solaris Systems Administration

TCP/IP Network Troubleshooting Certification

Windows NT Accelerated Training

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