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)
Colorado Springs, CO
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)
Colorado Springs, CO
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
Colorado Springs, CO
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