Nicole Major
Pelham,USA
Summary
Experienced professional with technical support, operations and management skills seeks a position with a highly regarded company in a Technical or Support Management Role. I believe that Support, whether internal or external, is an integral part of any organization. Having a strong, successful and happy support team is the key to providing exceptional customer service and retaining strong employees. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Analytics Foundation Delivery Lead (Manager)
Pricewaterhouse Coopers
12.2021 - 10.2024
- Demonstrated exceptional performance, resulting in conversion from contractor to full-time staff member.
- Managed remote operations team of employees from USA and India, averaging 12 members.
- Oversaw shift staffing operations.
- Facilitated escalations to development and product management as required.
- Contributed to hiring process and streamlined new employee integration.
- Participated in discussions regarding merit increases and promotions.
- Initiated onboarding and offboarding procedures for staff accounts to uphold security standards.
- Efficiently handled support for the infrastructure of around 15 independent applications within the Analytics Foundation.
- Engaged in product strategy discussions with the product owner and PMs.
- Participated in discussions with developers to troubleshoot and mitigate potential issues during application creation.
- Conducted bi-weekly 1:1 sessions with staff to address work-life balance, workload, and expectations.
- Contribute to the change management approval workflow.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Developed strategies for increasing efficiency while minimizing costs associated with resources usage.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Produced thorough, accurate and timely reports of project activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved conflicts between employees while maintaining a positive work environment.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Identified opportunities for process improvement within the organization.
Technical Support Manager (Software Intelligence Platform)
Dynatrace
11.2019 - 11.2021
- Company Overview: Transitioned from being a segment of Compuware to operating independently post-2014.
- Effectively supervised a remote team of technical support professionals located throughout North America.
- Implemented operational adjustments, including KPI development and staff modifications, alongside a management team of five in NORAM.
- Handled customer escalations from multiple internal departments.
- Performed routine ticket assessments based on ad-hoc inquiries.
- Scheduled support engineers efficiently.
- Attended customer calls to review open tickets regularly.
- Partnered with CxOps team to enhance process improvements.
- Maintained consistent communication regarding issues across Customer Success, Product Management and Development.
- Implemented structured interview and review processes.
- Developed and implemented training programs for new team members.
- Perform regular 1:1 sessions with staff to review tickets, and provide constructive and encouraging feedback.
- Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
- Performed root cause analysis on recurring problems encountered by customers.
- Established policies and procedures related to technical support operations.
- Resolved escalated customer issues promptly and effectively.
- Collectively designed and reworked support engineer roles and responsibilities.
- Ensured compliance with applicable laws, regulations, industry standards, company policies and procedures relating to technical support operations.
- Analyzed customer feedback data to identify areas where improvements can be made in product or service delivery.
- Assigned and reviewed work of IT project managers, systems analysts and developers.
- Developed team support strategies and service goals for busy contact center.
- Created and deployed new hire training initiatives.
- Implemented processes to ensure quality control standards were met when delivering services to customers.
- Established continuous improvement initiatives to achieve KPIs.
Technical Support Manager (Classic Synthetic Monitoring)
Dynatrace
02.2015 - 11.2019
- Company Overview: separated from Compuware in 2014
- Coordinated technical support team efforts within diverse locations like the UK, APAC, and the US.
- Synchronizes efforts between departments to address and rectify sophisticated customer matters.
- Offer customer-focused inputs at both scheduled and emergency change meetings.
- Managed various tasks such as escalations, team meetings, and troubleshooting diagnostics.
- Served as primary contact for customer escalations from multiple internal teams.
- Performed ad-hoc inquiries in the ticket system.
- Conduct regular individual sessions to assess tickets and give constructive feedback.
- Coordinate support engineer schedules, project allocation and work-life balance.
- Actively participated in consolidating dual support groups for the Support Convergence effort.
- Coordinated training sessions to enhance team collaboration.
- Contributed to regular Scrum, planning, and demo discussions.
- Delivered necessary feedback alongside documentation for anticipated changes.
- Ensured clear and effective communication with customers through online posts.
- Handled daily customer ticketing and escalation tasks using JIRA.
- Leveraged Splunk regularly to discover performance anomalies.
- Utilized Dynatrace Synthetic Monitoring to troubleshoot customer inquiries on testing measurements.
- Join customer calls to review open tickets.
NOC Team Lead/Change Manager
Compuware
08.2010 - 08.2015
- Company Overview: Acquired Gomez in 2010 and dynaTrace in 2011
- Direct everyday operations within Network Operations Center.
- Monitored timely handling of tickets to maintain workflow.
- Streamlined communication processes between departments to enhance issue resolution efficiency.
- Ensured stable network performance by addressing connectivity disruptions.
- Analyzed and relayed trend data to QA, Development, and management.
- Implemented a streamlined process for Change Management in JIRA.
- Handled scheduling, stakeholder notifications, and postings for customer notifications.
- Monitored quality control processes to detect inconsistencies and malfunctions.
- Conducted routine QA activities, delivering suggestions for improvement.
Network Operations Engineer
Gomez
11.2009 - 08.2010
- Monitor approximately 180 network service nodes throughout the world
- Troubleshoot network connectivity and hardware issues on remote equipment
- Monitor, diagnose and troubleshoot of Proprietary network infrastructure issues and outages
- Work with international co-location providers to diagnose and resolve infrastructure issues
- Track trouble issues in ticket tracking system
- Initialized and coordinated implementation of group mailbox to streamline customer and departmental communications
- Work as part of a 24/7 operational team
- Primary Subject Matter Expert for proprietary software applications from a support perspective
Technical Services Specialist/Service Desk Team Lead
Smith and Nephew Endoscopy
09.2004 - 09.2009
- Third level support and escalations from the Global Service Desk
- Inventory and asset management
- Altiris Deployment Server and client rollout contributor
- Active Directory Account creation, termination and maintenance
- File and folder permissions administration
- Work with Global IS counterparts in US and UK on global solutions
- Lead Service Desk staff in managing work queues and resolving issues
- Customer follow up on poor survey responses to Service Desk ticket handling
- Remedy Ticketing system implementation and rollout contributor
- Work with Service Desk Manager to ensure SLA's are met and maintained
- Supervised a staff of 10 level one and two support analysts
- Led the successful pc refresh deployment across three sites
- Delivered on time and under budget
Education
Certified Scrum Master -
Global Knowledge
Burlington, MA08.2014
ITIL Foundations Certified - ITIL Foundations in Service Management
05.2013
MCSA Certified - Network System Professional Course of study
Computer-Ed Institute
Lowell, MA08.2002
Some College (No Degree) - Project Management
University of Massachusetts, Amherst
Amherst, MASome College (No Degree) - Network + Exam Preparation
New Horizons
Nashua, NHSome College (No Degree) - SMS Administration Course
New Horizons
Nashua, NHSome College (No Degree) - Exchange Administration Course
Boston University Corporate Education Center
Skills
- Team building & leadership
- Zendesk
- JIRA
- Service Now
- Salesforce
- Remedy
- Active Directory
- Windows OS
- Network Fundamentals
- SQL
- Office Applications
- DataDog
- Multitasking Abilities
- Decision-making
- Change management
- Reporting and documenting
- Analytical thinking
- Customer service
- Collaborate cross-functionally
Certification
- Crucial Conversations, 2019
- Situational Leadership, 2019
- DiSC, 2014
- DiSC, 2019
Training
- Global Knowledge, Burlington MA, Certified SCRUM Master training and Certification, 08/2014
- Global Knowledge, Burlington MA, ITIL Foundations in Service Management, 05/2013
- Boston University Corporate Education Center, Exchange Administration Course, 05/2006
- New Horizons, Nashua, NH, SMS Administration Course, 11/2005
- New Horizons, Nashua, NH, Network + Exam Preparation, 11/2003
- Computer-Ed Institute, Lowell, MA (CEI), Network System Professional Course of study, 08/2002
Timeline
Analytics Foundation Delivery Lead (Manager)
Pricewaterhouse Coopers
12.2021 - 10.2024
Technical Support Manager (Software Intelligence Platform)
Dynatrace
11.2019 - 11.2021
Technical Support Manager (Classic Synthetic Monitoring)
Dynatrace
02.2015 - 11.2019
NOC Team Lead/Change Manager
Compuware
08.2010 - 08.2015
Network Operations Engineer
Gomez
11.2009 - 08.2010
Technical Services Specialist/Service Desk Team Lead
Smith and Nephew Endoscopy
09.2004 - 09.2009
Certified Scrum Master -
Global Knowledge
ITIL Foundations Certified - ITIL Foundations in Service Management
MCSA Certified - Network System Professional Course of study
Computer-Ed Institute
Some College (No Degree) - Project Management
University of Massachusetts, Amherst
Some College (No Degree) - Network + Exam Preparation
New Horizons
Some College (No Degree) - SMS Administration Course
New Horizons
Some College (No Degree) - Exchange Administration Course
Boston University Corporate Education Center
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