Nicholas Ross

• Manage client relationships to ensure satisfaction and retention.
• Coordinate technical support for product implementation and troubleshooting.
• Collaborate with sales teams to identify new business opportunities with clients.
• Analyze customer feedback to improve service delivery and product features.
• Facilitate regular meetings to discuss project updates and address client concerns.
• Streamline communication between clients and technical teams for efficient problem resolution.
• Review and analyze contracts, service issues and other information to initiate and direct appropriate action to resolve.
• Maintaine up-to-date knowledge base of current technologies used by customers.
• Generate regular reports outlining progress toward goals established with clients.
• Actively participate in project planning sessions with internal teams in order to develop effective solutions that meet client needs.
• Prepare presentations summarizing key findings from research projects conducted on behalf of clients.
• Manage multiple accounts simultaneously while meeting deadlines for each one.
• Identify areas of risk within client accounts in order to proactively address potential problems before they arise.
• Negotiate tender and contract terms to meet both client and company needs.
• Discuss equipment needs with customers and engineers to determine system requirements.

Contractor assigned to Avangrid

• Verify and ensure satisfactory incident response times.
• Project management to ensure projects progress as expected.
• CMDB Management and cleanup initiatives
• Use ServiceNow/ITNow to assign, monitor, and review tickets.
• Supervised team to ensure efficient data center performance and maintenance.
• Coordinated capacity planning and resource allocation for optimal operations.
• Trained staff on operational standards and safety compliance measures.
• Collaborated with IT teams (Networking, Wintel, Deskside Support, etc.) to ensure system reliability and uptime.
• Managed a team of technicians to ensure all tasks were completed on time and within budget.
• Maintained a high level of customer satisfaction by providing timely resolution of incidents reported by users.
• Developed training materials for staff members on how to use various tools used in the data center environment.
• Created detailed plans for the installation, configuration and maintenance of data center equipment.
• Developed, implemented and maintained data center operations processes and procedures to ensure reliability, availability and scalability of services.
• Met with stakeholders to collaborate and resolve problems.
• Assisted in verifying the centralized management database by integrating warehouse management software applications.

Contractor Assigned to Avangrid

• Manage a team of technicians to provide daily Level II deskside/remote support to users.
• Use ServiceNow/ITNow to assign, monitor, and review tickets.
• Provide weekly and monthly updates on inventory.
• Responsible for the assignment, deployment, and return of all IT assets.
• Manage and dispatch engineers to cover emergent and non-emergent dispatch for server and networking issues.
• Evaluated team members' individual performance, providing positive feedback, and taking appropriate corrective actions.
• Set the tone for the office and company by leading by example and establishing a positive culture.
• Collaborated with the senior management team to create and implement business development plans.
• Provided direct VIP and escalation support.
• Technical writing for daily SOPs and project SOWs.
• Managed day-to-day activities of staff to facilitate optimum efficiency levels.
• Collaborated with corporate leadership on strategic initiatives that would increase efficiency throughout the organization.
• Maintained records of all operational activities in accordance with company guidelines.
• Visited regional locations to verify full functionality and operational effectiveness.
• Developed training programs to improve staff skills and operational knowledge.
• Managed regional operations to enhance team performance and efficiency.
• Facilitated communication between departments to ensure alignment on goals and objectives.
• Led regular meetings to assess project progress and address potential challenges.
• Monitored performance metrics of regional operations teams, identified areas for improvement, and developed strategies to maximize productivity.

Contractor Assigned to Avangrid

• Assigned & Deployed RSA fobs.
• Provide one on one & large group training/troubleshooting assistance on RSA fobs.
• Worked closely with purchasing and production to maintain levels of quality and on-hand inventory.
• Analyzed inventory to identify excess, slow-moving and obsolete inventory.
• Developed and maintained reliable inventory reports for management review.
• Verified inventory computations by comparing to physical counts of stock, investigating discrepancies or adjusting errors.
• Computer Imaging - Imaging hundreds of machines from Windows 7 to be Windows 10. In-place migrations at the user's desks. Building hundreds of machines in stock to prepare for the migrations ahead.
• Inventory - Required to scan inventory. Used to make decisions on deployment hardware & procurement.
• Delegated tasks to team members according to project requirements and employee strengths.
• Assisted in the recruitment and onboarding of new team members.
• Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements.
• Collaborated with other departments to ensure successful completion of projects.

Contractor Assigned to Avangrid

• Collaborated with project teams to ensure timely completion of tasks.
• Installed and maintained project equipment for seamless operations.
• Installed operating systems such as Windows 10 onto clients' computers or laptops.
• Led team meetings to discuss project progress and address challenges.
• Mentored junior staff on best practices and professional development.
• Implemented process improvements to enhance operational effectiveness and quality.
• Collaborated with management to align team objectives with company goals.

• Client Coordinator - Receive emails, calls, & manually enter tickets from our clients. It was my responsibility to gather the proper information from the user. This was crucial for our technicians to be able to provide adequate support. From there, Assign & Schedule resources to accomplish project goals/resolve incidents.
• Daily use of Connectwise & Brightgauge KPI's to monitor ticket queues & performance.
• Received and responded to high-volume incoming calls and emails in a timely manner.
• Responded to complaints and resolved issues while providing high-quality customer service.
• Updated customer records in the company database.
• Navigated multiple computer applications while interacting with client.
• Followed all customer service policies and procedures.

• Cash Receipts - Daily receipt of payment for several accounts. Personal accounts as well as business accounts. Our team processed millions of dollars monthly.
• Financial Forecasting & Planning - Worked in Data Collection/Data Entry to provide more accurate forecasting & planning. Created a formula to end the need for manual data entry of thousands of data points.
• Completed and filed paperwork involved with finance process.
• Accompanied department management to functions and meetings to observe and learn.
• Utilized financial and accounting software to manage financial records and generate reports.
• Updated customer information in electronic data system.