Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicholas Morelli

Taylor,MI

Summary

Insightful Information Technology Manager with 8 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.

Overview

7
7
years of professional experience

Work History

Technical Support Manager

Wireless Vision LLC. T-Mobile
08.2021 - 04.2024
  • Tracked KPIs and created continuous improvement plans.
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Mentored junior support staff, fostering a culture of collaboration and learning within the team.
  • Streamlined support processes for improved efficiency and faster response times.
  • Improved customer relationships through proactive communication and follow-ups on resolved issues.
  • Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
  • Supported new product launches through seamless integration of new technologies into existing support frameworks.
  • Developed and implemented training initiatives for new hires.
  • Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
  • Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Streamlined the virtual support process for increased efficiency and improved response times.
  • Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.

CNC Technician

World Tek Industries
05.2018 - 06.2021
  • Facilitated smooth communication between production floor personnel and management, effectively addressing concerns or roadblocks that arose during project execution.
  • Assisted in the training and development of junior technicians, fostering a supportive learning environment.
  • Worked closely with cross-functional teams to ensure seamless integration of CNC machined components into larger assemblies or systems.
  • Maintained strict quality control standards with thorough inspection of finished parts.
  • Ensured proper inventory levels of consumable items such as cutting tools, coolant, and shop supplies, avoiding production delays and unnecessary downtime.
  • Troubleshot and resolved complex CNC machining issues, minimizing downtime and maintaining production schedules.
  • Streamlined workflow for faster turnaround times by optimizing CNC machine setups.
  • Reduced material waste through accurate programming of cutting paths and tool selection.
  • Maintained tight tolerances with design specifications.

Store Manager

Metro Detroit Phone Repair
12.2016 - 04.2018
  • Managed inventory of repair parts, ensuring adequate stock levels for timely completion of repairs.
  • Enhanced customer satisfaction by providing efficient and effective cell phone repairs.
  • Streamlined software diagnostics, enabling faster identification of software-related issues for resolution.
  • Demonstrated flexibility in repairing a diverse range of cell phone brands and models, showcasing adaptability within the role.
  • Reduced repair turnaround time through streamlined diagnostic processes and prioritizing urgent jobs.
  • Maintained a high level of technical knowledge by staying current on industry advancements and device updates.
  • Worked closely with other technicians in sharing knowledge about unique or complex repair scenarios encountered.
  • Trained new technicians on company-specific procedures, ensuring consistent service quality across the team.
  • Increased repeat business by establishing trust and rapport with customers through transparent communication practices.
  • Assisted clients with troubleshooting issues over the phone, resolving problems without requiring in-person visits.

Education

High School Diploma -

John F. Kennedy High School
Taylor, MI
05.2012

Skills

  • Technical Troubleshooting
  • Vendor Relations
  • Incident Management
  • Escalation management
  • Software Support
  • Remote Support
  • Training and mentoring
  • Ticketing system expertise
  • Operations Management
  • Customer Support Management
  • Technical Support
  • Issue Troubleshooting

Timeline

Technical Support Manager

Wireless Vision LLC. T-Mobile
08.2021 - 04.2024

CNC Technician

World Tek Industries
05.2018 - 06.2021

Store Manager

Metro Detroit Phone Repair
12.2016 - 04.2018

High School Diploma -

John F. Kennedy High School

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Nicholas Morelli