Operations Manager Information Technology

JASON NICKERSON

Jacksonville, NC ***** 603-***-**** ****************@*****.*** WWW: www.linkedin.com/in/ jasonnickerson27175443 WWW: Bold Profile

PROFESSIONAL SUMMARY

Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Insightful Information Technology Manager with 10 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training. SKILLS

WORK HISTORY

Head of IT Operations, 07/2022 - Current

Akelius Technolgies – Boston, MA

• manage regional maintenance and use of hardware, software, and offices

• provide support and guidance to users and stakeholders via IT service desk and the central second-line teams

• IT risk management

• User Support

• IT infrastructure proficiency

• Information Security

• Machine Learning

• Virtualization Technologies

• Mobile Application Development

• Software Development

• Business Analysis

• Technical Support Management

• Network Administration

• Data Analytics

• Enterprise Architecture

• Organizational Skills

• Technology Integration

• oversee all IT support specialists to ensure an effective response to tasks by the regional IT operations team

• oversee licensing for computer and mobile device software applications

• support hardware procurement and deployment

• manage multiple tasks, and projects, and meet deadlines; communicate progress at regular intervals

• ensure effective monitoring, timely and high-quality communication, and alerting when service disruptions occur

• continually improve productivity, service, cost of ownership, the security of collaboration tools and assets

• analyze and re-engineer existing processes and implement new strategies and technologies to improve productivity and uptime

• Managed inventory and supply chain operations to deliver goods and services timely and accurate.

• Developed systems and procedures to improve operational quality and team efficiency.

• Led hiring, onboarding, and training of new hires to fulfill business requirements.

• Investigate escalated issues to determine root cause and recommend process or procedure revisions, if appropriate

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

• Negotiated contracts with vendors and suppliers to obtain best pricing and terms. IT Operations Team Lead, 10/2019 - 07/2022

Akelius Technologies – Boston, MA

• Motivated and trained employees to maximize team productivity

• Evaluated team member performance and productivity, provided feedback and implemented corrective actions

• Managed internal operational standards and productivity targets

• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness

• Tracked company equipment, tools and technology to manage inventory

• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices

• Possess hardware (Dell laptops) and Software (Office, Adobe, etc) troubleshooting skills

• Support and administer third-party applications such as Yardi real estate and Citrix for end user

• Hands-on experience in networking, routing, and switching

• Compiled training materials for new employees and tracked skill development. IT Help Desk Technician, 08/2018 - 10/2019

Steward Health Care – Dorchester, MA

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks

• Provided Tier 1 IT support to non-technical internal users through desk-side support services

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution

• Configured hardware, devices, and software to set up workstations for employees

• Explained technical information in clear terms to non-technical individuals to promote better understanding

• Performed tests of functionality, security, and performance of different workstations and devices

• Documented support interactions for future reference

• Provided on-call support for critical issues related to [Meditech].

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Performed tests of functionality, security, and performance of different workstations and devices.

• Configured hardware, devices, and software to set up work stations for employees.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Coordinator 1 Technical Product Sales Support, 04/2017 - 08/2018 Comcast – Hudson, NH

• Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate

• Review contract and validate services with the customer to ensure accuracy

• Serve as the primary interface with identified customer IT/technical personnel

• Navigate through multiple systems to build, track, and monitor orders

• Interface with various levels of sales, operations, engineering, and other functional groups to ensure order flows appropriately

• Meet scorecard productivity/quality metrics.

Business Support Specialist, 06/2014 - 04/2017

Comcast – Hudson, NH

• Delivered exceptional customer experiences and promoted strong relationships

• Consulted with customers about current products and services, proposed upgrades, and finalized sales

• Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns

• Accepted payments, issued credits, and resolved billing issues

• Strives for First Call Resolution while handling all issues with urgency, ownership, and accountability

• Performs complex diagnostic troubleshooting to resolve voice, video & data service issues

• Responsible for fulfilling client requests to make changes to their Comcast Business Class Services including voice, video & data products.

EDUCATION

High School Diploma: 06/1998

Lynn English High School - Lynn, MA

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