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Manager Customer Service

McKinney, TX
October 28, 2019

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Nick T. Neely, Jr.

McKinney, Texas ***** 469-***-****

Director of IT and Infrastructure

Over 15 years of strategic IT leadership, project management, and building winning teams.

Demonstrated success managing all aspects of Information Technology as a strategic planner, project manager, and team leader. Expertise in budgeting, resource allocation, project planning, server and network administration, Servant Management, IT infrastructure design, and leveraging cutting-edge technologies to systematically improve processes. Motivational team leader capable of driving teams to deliver on time and under budget results.

Highlights of Expertise

Strategic IT and Business Planning

Server/Network Administration and Planning

Client and Vendor Relationships

Customer Service and Satisfaction

End-to-End Project Management

IT Service Management

System Design and Deployment

Budgeting and Resource Allocation

IT Infrastructure and Enterprise Design

Expertise in Virtualization

Cross-Functional Team Leadership

Expert Systems Engineer

Career Experience

Brandt Companies, Carrollton, Texas

Oversaw all aspects of IT functions as a strategic hands-on leader for over 200 servers, 3k+ end users, and more than 76 offices and remote sites.


Led administration, configuration, and troubleshooting for servers, networks, and systems as a cross-functional team leader, project manager, and liaison with senior leaders. Managed budgeting, service desk, applications, IT business strategies, vendor and stakeholder relations, continuous process improvements, backup systems planning, scope planning, and testing/user feedback. Led multiple teams to improve customer service and effectively solve problems. Collaborated with senior leaders, procured and managed technical resources and hardware, and managed backup systems.

Designed and implemented Backup and DR Systems using a combination of Commvault, Nutanix, and Azure

Implemented proper maintenance schedule to attain dependable environment with least amount of impact on end users.

Leveraged Azure to support Backups in PaaS used SaaS for multiple business functions.

Successfully reduced company IT spend by $1.2M by diligently managing contracts and vendor relationships.

Improved customer service through effective staff training, decreasing customer wait times by over seven hours per week.

Created and deployed Backup, Disaster Recovery, and Business Continuity plans, including implementation.

Increased customer approval by 15% for the Service Desk through staff training and mentorship.

Gehan Homes Ltd., Addison, Texas

Led Information Technology strategies, projects, and teams for a 60-server network, 500 end users, and six divisions with 83 remote sites.


Managed effective resource allocation and budgeting, service desk operations, application development, server and network environments, project management, and vendor/stakeholder relationships. Oversaw staff recruiting and training, IT infrastructure, process improvements, and delivery of excellent customer service. Led change management, Backup and Recovery system design, centralization and automation of systems, data center management, and policy development.

Maintained 99% uptime after rebuilding entire network including but not limited to:

oNew VMWare 6.5 and VDI Horizon 7.0 infrastructure,

oNew Cisco ASA Edge Security including Firewalls, IPS, Web filter, and DNS intrusion

oDesigned and implemented new network infrastructure with use of proper vlans and security rules.

oRedesigned and implemented VDI infrastructure

oBackup and DR Systems using a combination of Veeam, HP, 3PAR, and VMware technologies

Successfully built an IT team from the ground up, including a mentorship program and comprehensive staff training.

Reduced overall expenses by $700k and increased uptime from 70% to 98%.

Source, Inc., Dallas, Texas

Managed cross-functional teams and IT operations as a strategic planner and project manager.


Oversaw IT functions for 38 servers, 140 end users, and two remote sites. Managed network infrastructure upgrades, systematic network improvements, backup system strategies, and project management.

Successfully designed and implemented entire new infrastructure to increase uptime from 80% to 99.5% and backup, disaster recovery, and business continuity plans.

Updated network infrastructure from 12-year-old stand-alone servers and serial connections to dependable, 98% virtual environment, with Gb Ethernet and Fiber network using VMWare, Cisco, and HP technologies

Migrated Exchange environment from Exchange ’07 to ‘13.

Designed and Implemented Backup and DR Systems using a combination of Veeam and VMware technologies to attain the business recovery time of 4 hours to meet company SLAs.

Established an effective mentorship program to foster professional development among teams.

Daikin AC Americas, Inc., Carrollton, Texas

Spearheaded systematic process improvements and cross-functional teams to increase IT reliability, productivity, and reduce costs.


Led IT infrastructure strategies, network administration, design and implementation of IT strategies, and the on time and under budget delivery of key projects. Managed regulatory guideline compliance, customer and vendor relationships, cross-functional project manager collaboration, ERP/CRM migrations, server administration, and technical troubleshooting/resolution deployment.

Effectively overhauled all aspects of IT infrastructure and drove 400% growth over the course of four years.


Senior Systems Engineer Paranet Solutions, Dallas, Texas

IT Manager/Systems Administrator Technifax Office Solutions, Carrollton, Texas

Lead Network Technician Archive Supplies, Dallas, Texas

Lead Network Technician/Senior Helpdesk Imagistics, Inc., Tulsa, Oklahoma/Dallas, Texas

Helpdesk/Trainer K-Mart, Inc., Tulsa, Oklahoma

Team Leader United States Air Force

Education & Credentials

University of Oklahoma, Norman, Oklahoma


Professional Development: MCSA: Windows Server 2012, MCSE: Server Infrastructure.

Technical Proficiencies: Microsoft Server and Exchange, O365, AD, SCOM, IPAM, SCCM, DNS, DFS, DHCP, Group Policies, Forests, Domains, SaaS, PaaS, Cloud Computing both private and public, AWS/ Azure, Azure AD, Change Control, Veeam, VMWare, VCenter, VDI, Nutanix., Eset, Barracuda spam and web filters, Cisco, Juniper VPN/firewalls, Microsoft Windows 7/8/8.1/10, Microsoft Office, MS Visio, MS Project, HP/Dell Servers, HP One View, SANs 3PAR/EqualLogic/EMC, NetApp, Virtualization.

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