Nelson Abreu
Operations Manager at Chelsea Technologies
- Role
- Operations Manager at Chelsea Technologies
- Location
- Morristown, NJ, US
- LinkedIn followers
- 500 followers
About Nelson Abreu
Nelson is an IT operations and service delivery leader with deep experience building, scaling, and modernizing managed services organizations. He leads multidisciplinary, geographically distributed teams with a focus on operational excellence, accountability, and exceptional client experience.Throughout his career, he has redesigned service processes, strengthened performance management, and aligned technology operations with business goals—driving measurable improvements in customer satisfaction, efficiency, and reliability. His approach centers on developing strong teams, clear systems, and sustainable, high-touch service models that consistently exceed expectations.
Experience
Operations Manager
Mar 2023 — Present · Port St Lucie, FL, US
As a critical member of the strategic leadership team, I am responsible for designing and managing multiple multidisciplinary Help Desk and Field Service teams (some local, most remote & international), establishing policies and processes, and handling budget preparation and forecasting for my departments. Among my functions are setting, tracking, and optimizing KPIs including: SLAs, CSAT / NPS, FRT, FCR, backlog health/aging, and escalation management through monthly reviews and QBRs with a strong focus on metric integrity and operational outcomes. I manage day to day operations, resource management, project management, I act as the senior escalation point for the Service Department, only allowing escalations through to our other teams as needed to ensure efficiency. For my staff - employee evaluations, hiring, education & training, performance management, and terminations. Each day I strive towards the goal of leading a first-class white glove support experience.
Education
CompTIA
A+ & Network+
2004 — 2004
PC Professor
MCITP, Enterprise Administration
2011 — 2014
SonicWall
CSSA, Network Security Administration
2012 — 2012
Meraki Partner Training
CMNA & ECMS1, Network Engineering
Florida Career College
Associate of Science - AS, Computer Systems Networking and Telecommunications
Cisco Networking Academy
CCNA, IPS, ASA, Network Administration
2012 — 2015
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