Nick Doody
Elizabeth,NJ
Summary
Knowledgeable and driven Incident Manager that maintains effective problem solving and decision-making. Enthusiastic professional with background in operations management and client relations with a high understanding of the technical world always eager to achieve more.
Overview
7
7
years of professional experience
Work History
Incident Manager
Tek Experts USA (Microsoft)
07.2022 - Current
- Maintain positive relations with High Profile Enterprise Clients by overseeing all of their technical support cases and streamlining resolution time.
- Schedule and lead meetings with High Profile Enterprise Clients including their VIPs and Technical leaders to listen and execute on pressing issues they may have.
- Manage and oversee Microsoft Engineers to ensure that our Clients are receiving the best and quickest support possible.
- Practiced Client obsession to ensure that they will maintain contract holders with Microsoft.
- Played a very large role in two of our biggest clients resigning multi-year, muli-million dollar agreements when they were otherwise dissatisfied with support before I was assigned to take over their respective contracts.
- Trained new Incident Managers with my unique methods of customer focused strategies to ensure their success in their new position.
Critical Situation Manager
Tek Experts USA (Microsoft)
05.2022 - 07.2022
- Contributed significantly to the overall improvement of Microsoft Client crisis response capabilities by overseeing the resolution of critical enterprise client cases.
- Reduced response times for critical situations through streamlined communication processes and managing of Microsoft Engineers.
- Was subsequently promoted to an Incident Manager.
Operations Manager
Appraisal Network LLC
03.2017 - 04.2022
- Played a pivotal role in driving excellence and ensuring seamless day-to-day operations by having a close relations to our client lenders and understanding their needs and wants and executing them within our operations.
- Oversaw the entire real estate appraisal process, from field work to conducting quality control of reports. I actively managed a dedicated team providing leadership and guidance to ensure optimal performance and efficiency for our clients.
Education
- Computer Science And Programming
University of Colorado At Boulder
Boulder, COSkills
- Team/Operations Management
- Project Leadership
- Post incident reviews
- Effective Communication
- Client Relations
- High Technical Literacy
- Listening and Communication Skills
- Client Contract Retention
- Microsoft Office
- High Impact Incident Management
- Meeting Coordination
Timeline
Incident Manager
Tek Experts USA (Microsoft)
07.2022 - Current
Critical Situation Manager
Tek Experts USA (Microsoft)
05.2022 - 07.2022
Operations Manager
Appraisal Network LLC
03.2017 - 04.2022
- Computer Science And Programming
University of Colorado At Boulder
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