Nicholas Nelbach

About Nicholas Nelbach

I am a results driven leader with a passion for information technology. With more than 15 years of relevant experience, and 9+ years of progressive management responsibilities, I have a proven record of aligning business technology to the organization\'s strategy. I deliver lasting results and have achieved new levels of team performance and success beyond my supervisor\'s expectations.

Experience

1. System Operations Manager (Sa)

   Universal Service Administrative Co. (USAC)

   Sep 2022 — Present · Washington, DC, US

   Promoted from Service Desk Technician to System Operations Manager to focus on strategic IT planning, project management, and fostering innovation.• Transitioned entire user base to 100% remote in less than one month in support of maintaining continual operations.• Overhauled the IT portion of onboarding and orientation to streamline efficiencies and ensure basic level of important technical knowledge was provided to new hires.• Integral in staffing management decisions, including hiring, supervision, scheduling, development, and performance management of a team of ten.• Collaborate with and make recommendations for the improvement of IT system and IT infrastructure to executives and department heads in the organization.• Design, implement, and enforce the policies, procedures, and best practices for the Service Desk.• Oversee the financial aspects of the Service Desk, including purchasing, budgeting, and budget review.• Negotiate and approve technology vendor, outsourcing, and consultant contracts and service agreements.• Develop and implement training plans for end-users on how to setup and use diverse technologies.• Primary trainer selected to provide “white-glove” technical trainings for Senior Directors, Vice Presidents, and C-Suite personnel.• Represent the company across the country to conduct on-site technical trainings for newly onboarded personnel and teaming partners.• Ensure end-user workstations and Windows OS servers have appropriate operating system and software patches in a timely manner.• Accountable for all Service Desk responsibilities including:o Build, maintain, install, configure, test, and upgrade corporate operating system image for end-user and public space workstations.o Diagnose computer errors (software, hardware, and network issues), provide technical support, investigate root issue and create long-term solutions for underlying problems.

Education

• West Springfield High School

  High School Diploma

  1995 — 1999

Skills

• Litigation Support
• Document Management
• Computer Forensics
• Document Review
• Software Documentation
• Analysis
• Networking
• Customer Service
• Management
• Help Desk Support
• System Administration
• Access
• Hardware
• Troubleshooting
• Computer Hardware
• Technical Support