Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicholas Evan Donnelly

Smyrna,GA

Summary

Knowledgeable Senior Technical Analyst/Engineer with robust background in technical analysis and system optimization. Successfully implemented solutions that improved operational efficiency and reduced downtime. Demonstrated analytical skills and strong capability to troubleshoot complex technical issues.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Technical Analyst II

Carmax
06.2022 - 10.2024
  • Provide high-level technical support and solutions for C-Suite executives, managing executive devices and services, and serving as the primary IT relationship manager for internal and external stakeholders
  • Lead IT team operations, including scheduling and prioritization, and develop and implement critical IT processes and standards, such as QA for refurbished assets and digital asset return policies
  • Enhance IT efficiency through automation (PowerShell), asset management (ServiceNow), and process improvement (5S, self-service consolidation), while also creating training materials using Blender and Unreal Engine

Executive IT Support Leader

Comcast
06.2021 - 06.2022
  • Provide executive-level technical support and strategic IT guidance to 17 C-Suite leaders, and over 100 Vice Presidents serving as a key liaison between senior management and IT divisions across multiple regions
  • Lead and manage the EST(Executive Support) team in delivering efficient hardware/software troubleshooting, Azure AD/Active Directory administration, and Intune device management, ensuring seamless technical operations
  • Develop and implement IT best practices, including standardized processes, asset management improvements, and personalized deployment strategies, while training and mentoring IT team members
  • Developed innovative solutions to complex problems, resulting in improved organizational performance.
  • Reviewed employee concerns and new opportunities to drive business strategies.
  • Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
  • Identified trends and assessed opportunities to improve processes and execution.
  • Interviewed, recruited and trained new onboarding candidates.

Senior Technical Analyst

Bluelinx
10.2020 - 04.2021
  • Provide expert technical support and troubleshooting for C-Suite executives, managing a wide range of devices and services
  • Administer core IT systems, including Active Directory, O365, Azure, Okta, and RingCentral, while automating deployment and configuration tasks using PowerShell
  • Serve as an escalation point for team members and create comprehensive user documentation, contributing to efficient support operations and smooth cloud migration initiatives
  • Streamlined technical processes by identifying inefficiencies and implementing improved solutions.

IT Analyst– Contract

Trimont Real Estate Advisors
01.2020 - 09.2020
  • Deliver comprehensive technical support to the CEO and C-Suite, ensuring seamless operation of all devices and services
  • Manage and resolve IT issues through various communication channels (phone, email, ticketing), coordinate with vendors for solutions and onsite visits, and oversee work-from-home laptop deployments
  • Maintain critical IT infrastructure, including Active Directory, O365, RingCentral, VMware, and network security systems, while providing server support and reporting to the IT Director
  • Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
  • Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
  • Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
  • Increased user satisfaction by providing comprehensive IT support and training.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.

Analyst/NFS Administrator

Northside Hospital
11.2017 - 09.2019
  • Provide comprehensive technical support and troubleshooting for 15,000+ users, utilizing ServiceNow to track trends and resolve issues, including complex virtual sessions on VMware's One Chart solution
  • Administer a wide range of critical medical and business applications (STAR, ADP, PACS, EMRs, etc.), manage Active Directory and VMware VDI connections, and ensure secure access through Duo MFA and Imprivata SSO
  • Closed on average 30 tickets a day
  • Deliver after-hours support for medical hardware and coordinate with vendors (GE, Carestream, Cerner) to resolve issues with medical imaging devices and servers, contributing to the hospital's transition to the One Chart system

Medical X-ray Equipment/Imaging Software Support

Danaher Corporation, DEXIS LLC
11.2016 - 08.2017
  • Provide comprehensive database support and administration, including SQL, flat file, and cloud SQL, alongside managing Active Directory through GPO/OU/ACL manipulation
  • Deliver specialized technical support for dental imaging equipment, including intra-oral sensors and extra-oral radiography systems, as well as X-ray acquisition computers and related network troubleshooting
  • Manage medical hardware returns via SAP and demonstrate a commitment to continuous improvement through Danaher Kaizen certification
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Tier 2 Cloud SQL Support

Carestream
02.2012 - 11.2016
  • Expert in Dental Imaging Technology & Cloud Solutions: Provided specialized technical support for dental imaging hardware and software, progressed to SME status, and administered virtual servers and Cloud SQL on the R2 Cloud platform
  • Automation & Systems Administration: Developed PowerShell scripts for automation, managed Citrix XenApp, manipulated GPOs, and administered SQL/flat file databases, demonstrating strong technical and problem-solving skills
  • Training & Escalation Leadership: Trained and mentored employees and clients, achieving high knowledge retention, and served as a Tier 2 escalation representative, providing advanced troubleshooting and support

Lead BackChannel System Administrator

Transparent Technologies, inc (MSP)
09.2007 - 06.2008
  • Led Back Channel System Administration: Utilized Linux OS commands and SSH protocol to remotely manage cable company Head End units, resolving data connectivity issues for The Weather Channel's STAR network and TV Guide Channel's network
  • Developed Automation Solutions: Created a C++-triggered STAR configuration application via SSH terminal, fully automating the Lead Back Channel System Administrator role
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Managed onboarding and offboarding of employees.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
  • Worked with users to determine areas of technology in need of improved usability.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Enhanced system performance by optimizing server configurations and implementing regular updates.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Optimized hardware utilization, conducting detailed assessments and reallocating resources for better performance.

Education

High School Diploma -

Richard Arnold High School
Macon, GA
08-2003

Skills

  • AWS / Google Cloud / 365 / Azure

  • Agile methodologies

  • ITIL Framework

  • ServiceNow

  • Zabbix / Logicmonitor / Monitoring Tools

  • Aruba Networking / Aruba Central

  • SAP

  • Autopilot / SCCM / Imaging

  • Okta/Duo/Entra ID/Ping Identity/Yubico

  • SaaS

  • Beyondtrust / Bomgar / TeamViewer / RDP / VNC

  • VMware

  • Powershell / Ansible

  • Windows 10 / 11 / MacOS / Linux / Unix

Certification

Google IT Support Professional

Google Workspace Administrator

AWS Fundamentals

Timeline

Senior Technical Analyst II

Carmax
06.2022 - 10.2024

Executive IT Support Leader

Comcast
06.2021 - 06.2022

Senior Technical Analyst

Bluelinx
10.2020 - 04.2021

IT Analyst– Contract

Trimont Real Estate Advisors
01.2020 - 09.2020

Analyst/NFS Administrator

Northside Hospital
11.2017 - 09.2019

Medical X-ray Equipment/Imaging Software Support

Danaher Corporation, DEXIS LLC
11.2016 - 08.2017

Tier 2 Cloud SQL Support

Carestream
02.2012 - 11.2016

Lead BackChannel System Administrator

Transparent Technologies, inc (MSP)
09.2007 - 06.2008

High School Diploma -

Richard Arnold High School

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