Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
References
AdministrativeAssistant
Nicholas Portelli

Nicholas Portelli

Summary

IT leader with 25 years of experience in enhancing customer experiences through technical expertise and critical thinking. Proven track record in team development and prioritizing customer satisfaction to achieve organizational success. Strong focus on delivering exceptional service and driving results.

Overview

25
25
years of professional experience
1
1
Certificate

Work History

IT Manager

Paul Hastings
Washington, DC
01.2023 - Current
  • Led the development of a team of six technicians supporting over 400 users across our Washington, D.C., Atlanta, Dallas, and Houston offices.
  • Manage Tier II support requests, on-site video conferences, and networking issues.
  • Prioritize assignments, document processes, escalate issues, and resolve on-site support tickets.
  • Coordinate new hire onboarding and employee departure processes.
  • Ensure all incoming incidents and requests are handled timely by the local teams in each office to meet our SLA and end-user satisfaction goals.
  • Provide technical support to C-suite executives, including on-call assistance via Splunk On-Call.
  • Implement structured team meetings, focusing on ITIL best practices for continuous improvement.
  • Reduce the open and old ticket count by 60% while maintaining service level agreements.
  • Conduct performance reviews and develop strategies to enhance customer satisfaction.
  • Maintain up-to-date knowledge of relevant technologies and equipment used in the organization.
  • Train staff members on various aspects of firm technology usage and firm software applications.
  • Identify opportunities for cost savings through improved efficiency in IT processes.
  • Implement strategies for improving customer service levels through enhanced use of technology.
  • Manage technical support teams to provide end-user assistance on a variety of issues.
  • Work closely with vendors to negotiate contracts and select appropriate products or services.
  • Procure IT resources for strategic and operational computing requirements.
  • Maintain relationships with key stakeholders in the firm to provide solutions that meet the goals of the organization.
  • Conduct weekly stand-ups and monthly meetings to ensure all critical information is flowed down to our local support teams.
  • Plan and execute office buildouts and office moves, ensuring that all required hardware is properly deployed, using JIRA tasks for accountability.

IT Service Desk Manager

Paul Hastings
Washington, DC
01.2025 - Current
  • Ensure compliance with company policies, procedures, and standards regarding the use of IT services.
  • Review customer feedback surveys regularly in order to determine satisfaction levels with the existing services provided by the company.
  • Track user requests using ticketing systems such as ServiceNow or JIRA, and create reports on incidents resolved and open tickets.
  • Monitor the performance of all IT services to ensure SLAs are being met or exceeded.
  • Manage a team of 12 dedicated technical staff to provide effective support for end users, as well as their after-hours contractors.
  • Hold daily stand-up meetings to review any pain points, and provide guidance on best practices for incident management, problem resolution, and change control.
  • Develop training plans for employees and K2 contractors to help them become more knowledgeable about various technologies used by the company.
  • Review, approve, or reject ServiceNow knowledge base articles.
  • Respond quickly when critical incidents occurred; ensured prompt resolution so customers experienced minimal disruption.
  • Maintain close connection with project personnel to quickly identify and resolve problems.
  • Develop and implement processes for effective incident management.
  • Oversee Service Desk staff to ensure all tickets and requests are handled timely for our offices globally.
  • Implement best practices for incident resolution across the organization.
  • Ensure all incidents are resolved within the agreed SLA timeframes.
  • Organize training sessions for new team members to ensure they have the necessary skills to perform their duties effectively.
  • Monitor the performance of service desk staff, and provide coaching as needed.
  • Analyze customer feedback surveys to identify areas where improvements could be made.
  • Collaborate with other departments in order to resolve customer issues quickly and efficiently.
  • Serve as a liaison between customers and other teams within the organization in order to facilitate communication about IT-related matters.
  • Conduct regular reviews of service desk procedures and policies to ensure compliance with industry standards.
  • Identify trends in customer queries, which allowed us to proactively address potential problems before they arose.
  • Handle any customer complaints and resolve issues promptly to maintain positive relationships.

IT Supervisor

Paul Hastings
Washington, DC
01.2020 - 01.2023
  • Provided guidance, instruction and direction to staff members in order to achieve organizational objectives.
  • Identified and acted on opportunities to improve and update software and systems.
  • Supervised and oriented computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
  • Met with users, vendors and technicians to determine computing requirements.
  • Completed all required hardware refresh projects.
  • Roll out and training of virtual meeting platforms and video conference equipment for Washington, D.C., and New York offices.
  • Lead the building move of the Washington, DC, office.
  • Lead on-site support and moving of end-user equipment for building move.
  • Implemented structured team meetings that focus on ITIL best practices.
  • Responsible for all New Hire Onboarding and Employee Departures.

Manager, IT Field Support

Helion Technologies
Baltimore, MD
01.2018 - 08.2019
  • Led and developed a team of 16 internal field technicians and 95 sub-contractors that supported on-site technical issues and hardware deployments for 700+ auto and heavy truck dealerships.
  • Revolutionized the utilization of contractor resources and reduced annual staffing costs by over $100,000 while retaining the quality of services provided.
  • Centralized remote support for field resources to maximize efficiency and reduced volume on our End User Service Desk.
  • Improved response time of dispatched field technicians.
  • Enforced policies and procedures for the company vehicle fleet used by Field Technicians.
  • Increased client satisfaction of field resources by 10%, totaling 97% via surveys.
  • Implemented and managed text notifications to clients using Captivated Platform.

Manager, Support Center

Fundamental Administrative Services
Sparks, MD
12.2016 - 01.2018
  • Managed and developed the support center staff that provided remote IT support to over 3,000 users across various medical and rehabilitation centers.
  • Implemented Service Level Agreement Targets and Expectations for Average Speed Answered and Ticket Completion.
  • Improved and consistently met all monthly SLAs.
  • Redesigned and implemented a new workspace layout to promote collaboration and communication among the team.

Associate Manager, Service Desk

Leidos/Lockheed Martin
Baltimore, MD
12.2015 - 12.2016
  • Managed the ITIO-HHS Service Desk consisting of over 25 Service Desk Agents, 4 Team Leads, 2 E-Mail Support Technicians, and 4 Account Maintenance Support Technicians.
  • The Service Desk supported all 10,000+ Health and Human Services End Users.
  • During this position, I held a Public Trust Level of Security Clearance and ran a team that successfully handled over 3,000 calls per week while meeting SLAs.
  • Met all monthly Service Level Agreement goals.
  • Kept accurate and in-budget staffing levels.
  • Provided floor support for all agents.
  • Administered off-hours monthly training around new services and technology being provided to end users.

Supervisor, Technical Support

Jenner & Block LLP
Washington, D.C.
07.2014 - 12.2015
  • Single Point of Contact for day-to-day IT Operations of the DC office while managing a team of two support technicians.
  • The Firm’s DC office consisted of about 250 end users.
  • Rolled out VDI technology to all end users during a hardware refresh.
  • Provided training to all users, so they saw the benefits and ease of use of the new technology.

Supervisor, Executive Support

MedImmune
Gaithersburg, MD
07.2011 - 07.2014
  • Company Overview: a biotechnology company with over 5,000 users
  • Directly supervised a team of 4 technicians dedicated to the Executive Team of MedImmune.
  • Developed continuous improvement plans for each team member and tracked performance to each a positive white-glove end-user experience.
  • A biotechnology company with over 5,000 users

Manager, On-Site Support

The Dannon Company
White Plains, NY
10.2007 - 07.2011
  • Promoted from White Plains, NY, to lead the IT Support Team for Nutricia North America out of Rockville, Maryland, in 2010.
  • Trained staff to operate in alignment with our New York Office.
  • Single point of contact for all desktop support issues and escalations for over 5,000 employees.

Analyst, End User Support

Schindler Elevator
Morristown, NJ
04.2005 - 09.2007
  • Supported over 6500 internal employees via phone and on-site with all IT systems.
  • Deployed new systems to the field and handled all break-fix issues at my desk while supporting other users remotely.

Help Desk Analyst

Warwick Valley Telephone Company
Warwick, NY
09.2000 - 04.2005
  • Successfully supported the residents of Orange County, New York, that subscribed to WVTC TV and Internet services.
  • With over 30,000 residential subscribers, this position allowed me to grow into an excellent technical support professional by resolving internet and pc issues without the help of remote tools.
  • As the company grew, I supported using digital tv services and was a videography team member for tv broadcasts.

Education

B.S. - Business and Administration

Mount Saint Mary College
Newburgh, NY

Skills

  • Leadership and team management
  • Collaboration and teamwork
  • Active Directory administration
  • Project management with JIRA
  • Microsoft 365 proficiency
  • Google Workspace
  • SCCM device management
  • iOS support and troubleshooting
  • ServiceNow ticketing system
  • Mobile device management via Intune, AirWatch, and MobileIron
  • Video conferencing technologies
  • Hardware deployment and break-fix support
  • Cisco Unity and Call Manager knowledge
  • Relationship building skills
  • Incident management processes
  • User support services
  • Process improvement initiatives
  • Customer service excellence
  • Stakeholder engagement
  • Employee training
  • Mobile technology
  • Team development
  • IT service management best practices
  • Equipment procurement
  • Technical support expertise
  • OKTA admin and other multi-factor authenticators

Certification

  • HDI Support Center Manager
  • ITIL V3 Foundations

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

IT Service Desk Manager

Paul Hastings
01.2025 - Current

IT Manager

Paul Hastings
01.2023 - Current

IT Supervisor

Paul Hastings
01.2020 - 01.2023

Manager, IT Field Support

Helion Technologies
01.2018 - 08.2019

Manager, Support Center

Fundamental Administrative Services
12.2016 - 01.2018

Associate Manager, Service Desk

Leidos/Lockheed Martin
12.2015 - 12.2016

Supervisor, Technical Support

Jenner & Block LLP
07.2014 - 12.2015

Supervisor, Executive Support

MedImmune
07.2011 - 07.2014

Manager, On-Site Support

The Dannon Company
10.2007 - 07.2011

Analyst, End User Support

Schindler Elevator
04.2005 - 09.2007

Help Desk Analyst

Warwick Valley Telephone Company
09.2000 - 04.2005

B.S. - Business and Administration

Mount Saint Mary College

References

References available upon request.