Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicholas Casale

Remote,NJ

Summary

IT leader with 10 years of experience in client support, team mentorship, and operational efficiency within managed services. Skilled at turning around underperforming accounts, leading teams through change, and serving as a trusted liaison between clients, vendors, and internal teams. Recognized for client advocacy, cross-functional collaboration, and a hands-on leadership style that builds trust and drives measurable results.


Seeking a client-centric leadership role that combines hands-on technical support with internal advocacy and strategic escalation oversight to deliver exceptional service.

Overview

10
10
years of professional experience

Work History

General Service Team Lead (Promoted)

Acrisure Cyber Services (formerly Homefield IT)
04.2024 - Current
  • Deliver white-glove service to users ranging from janitorial staff to executive level, ensuring every interaction is met with professionalism, urgency, and an attentive solutions-oriented mindset
  • Lead and support a team of 8 direct reports in a high-volume MSP servicing over 10,000 endpoints
  • Reduced response time from over 1 hour to under 10 minutes, resolution time to under 30 minutes, and raised CSAT from low 70s to consistent high 90s for a major client within 1 month
  • Identify root causes of negative CSAT feedback and work to resolve them through targeted corrective actions and process improvements
  • Monitor ticket quality, conduct regular QA audits, and ensure strict adherence to SLAs and company standards
  • Act as the escalation point and client liaison during high-sensitivity incidents, especially with large accounts deemed "sensitive"
  • Train and mentor new hires using structured shadowing and reverse-shadowing protocols, ensuring a confident and consistent team
  • Collaborate with internal IT and hold privileged access for tool administration, ticket escalation, and system uptime management
  • Partner with vendors and client-side IT to resolve systemic issues and build trust across executive stakeholders

Fast Track Team Lead (Promoted)

Acrisure Cyber Services (formerly Homefield IT)
10.2022 - 04.2024
  • Designed and implemented a new Fast Track workflow to streamline operations and increase first-call resolution
  • Created documentation and SOPs to support technician development and consistent support practices
  • Trained all incoming technicians and provided continuous coaching to improve speed, documentation, and tone
  • Worked closely with Thread (a Microsoft Copilot-driven chatbot) leadership and developers to troubleshoot, improve functionality, and enhance technician productivity

Fast Track Technician

Acrisure Cyber Services (formerly Homefield IT)
04.2022 - 10.2022
  • Delivered responsive, empathetic IT support via phone, chat, and email, with a focus on professionalism and clarity
  • Triage and resolve user issues spanning hardware, software, security, and connectivity, while maintaining detailed documentation
  • Provided personalized white-glove support, building rapport with users from various industries and organizational levels

Service Technician

Pantheon Computer Systems
01.2021 - 04.2022
  • Supported 1,600+ endpoints while balancing short-term fixes and long-term technical support for growing client base
  • Worked within ConnectWise Manage to log, route, and escalate tickets according to SLA standards
  • Acted as first point of contact for technical issues, providing a calm, solution-focused customer experience

IT Support Specialist

NuMSP / Comodo Group
03.2020 - 09.2020
  • Maintained service for 50,000+ endpoints in a high-pressure environment supporting medical, legal, and SMB clients
  • Managed break/fix tickets, high-priority incidents, and escalations across multiple client environments
  • Ensured timely communication and ticket documentation for all handled issues

IT Support Manager/Customer Service Representative

Brogan Cadillac
04.2015 - 03.2020
  • Started as Customer Service Representative, took initiative and requested solo ownership of IT Operations
  • Oversaw and maintained 75+ workstations across sales and service departments
  • Supported Office 365, dealership-specific software, and security systems including surveillance infrastructure
  • Acted as in-house technician for GM-issued equipment and provided training to staff on core applications

Education

Graduate Certificate - Cybersecurity: Monitoring, Surveillance, and Intelligence Operations

Utica University
01.2019

Bachelor of Science - Criminal Justice

Berkeley College
01.2017

Skills

  • Client Relationship Management
  • Professional and effective soft skills
  • Escalation & Incident Management
  • Technical Team Leadership
  • Process Optimization & SOP Creation
  • SLA Monitoring & CSAT Improvement
  • Endpoint Security & SentinelOne
  • Internal IT Support & Privileged Access
  • ConnectWise Manage & Microsoft 365
  • Forward moving mindset and willingness to learn

Timeline

General Service Team Lead (Promoted)

Acrisure Cyber Services (formerly Homefield IT)
04.2024 - Current

Fast Track Team Lead (Promoted)

Acrisure Cyber Services (formerly Homefield IT)
10.2022 - 04.2024

Fast Track Technician

Acrisure Cyber Services (formerly Homefield IT)
04.2022 - 10.2022

Service Technician

Pantheon Computer Systems
01.2021 - 04.2022

IT Support Specialist

NuMSP / Comodo Group
03.2020 - 09.2020

IT Support Manager/Customer Service Representative

Brogan Cadillac
04.2015 - 03.2020

Bachelor of Science - Criminal Justice

Berkeley College

Graduate Certificate - Cybersecurity: Monitoring, Surveillance, and Intelligence Operations

Utica University

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