ROB NALLEY
Louisville,KY
Summary
Intelligent Service Delivery Manager with 20 years of experience in IT. I have held every position from Tier 1 to SDM during this time. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. Detail oriented and professional.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
NetGain Technologies
02.2023 - Current
- Manage 3 Helpdesk teams (PODS) in three different regions - Louisville, Cincinnati and St. Louis
- Manage essential KPI for the PODS and Engineers to assure the helpdesk is running efficiently
- Remediate grievances and escalations
- Trained in the EOS System
- Assure SLAs met on tickets
- Maintain a personal relationship with all clients to ensure satisfied customers
- Monitor call queues to assure quick response
- QA on calls and tickets to assure quality
- Handle CSAT issues and follow up with client to assure customer satisfaction
- Day to day running of Helpdesk.
Enterprise Helpdesk Manager
The Mirazon Group (In Support of MHS)
07.2020 - 01.2023
- Manage Enterprise Helpdesk for large company of approximately 4500 people
- Manage helpdesk of 25 people (5 were remote locations)
- Addressing IT concerns of all departments in the organization
- Role also includes Infrastructure Issues and escalations
- Hands on role that required technical proficiency to remedy reported issues as the escalation for the helpdesk
- Managed the call queue and KPI metrics
- Ticket trending and ticket backlog
- Managed ticket queues and SLAs
- Scheduled vacations, sick leave and handled employee grievances
- Enabling employee onboarding/offboarding
- Performed interviews
- Did recurring one-on-ones with the helpdesk technicians to evaluate performance and monitor the job satisfaction of the technician
- Traveled to sites in Michigan and Chicago as needed
- Had open door policy with technicians that they could call me anytime or come to my desk
- I was always available to anyone that needed me.
Tier 2/Tier 3 Support (Contract Position)
Atomic Group
01.2018 - 01.2019
- Provided Tier 2 support 50+ companies
- Troubleshoot issues reported by customer
- Provided Server support and maintenance for Cloud Based servers for applications used by Optometrists
- Office365 Administration
- AppRiver
- Labtech
- Connectwise
- Group Policy
- DNS
- Configuring Firewalls
- DHCP
- Firewall configuration.
Tier 2 Support and Desktop Services
Advanced Business Solutions
02.2016 - 01.2018
- Provided support as a Tier 2 Technician and as a Desktop Services/PC Refresh at KentuckyOne Health and UL Hospital
- Provided Tier 2 support for over 100 companies contracted to Advanced Business Solutions
- Active Directory-Creating user accounts and granting access to needed resources
- Office365 and Outlook account creation and maintenance
- Maintained client servers
- Provided support for a myriad of proprietary customer applications
- Provided ant- virus monitoring and removal for pc's and servers
- Group Policy
- DNS
- Configuring Firewalls
- DHCP
- Remote Desktop
- Whitelisting/Blacklisting
- Replaced PC's, monitors and peripherals that were due on lease with new PC and equipment
- Printer configuration
- Proprietary medical software installation and troubleshooting
- Provided support during Go Live for UL Hospital switch over to Cerner
- Sentillion/Vergence installation, configuration and troubleshooting
- PC Imaging through PXE Server.
Security Administrator (Contract Position)
Humana, Inc
04.2015 - 11.2015
- Provided support for 60,000+ employees
- Active Directory—Creating user accounts and Granting Access to: Groups, Shares, DFS, Folders, ACLS, FTP resources, websites, portals and applications
- SQL Administration—Create/Grant access to databases through Active Directory accounts and local SQL accounts through server roles and database roles
- Exchange Administration—Create and administer: Email and Lync accounts
- Microsoft Chat Rooms for communication interdepartmentally
- Distribution Groups
- Shared team mailboxes
- Virtual Training rooms
- Lotus Notes Administration—Set up and administer Lotus Notes accounts
- Good Connect/Access
- Good for Enterprise
- Blackberry Enterprise Services.
Sr. Application Support Technician
Neustar, Inc
08.2012 - 08.2014
- Performed support for the many proprietary applications necessary for number porting in the telephone industry
- Coordinated emergency remediation when necessary for customer’s connectivity to Neustar applications
- Provided complete application support and monitoring.
Server Administrator
G.E./Suncor Energy
02.2010 - 08.2012
- I worked on two different positions at Compucom
- The first was providing Security Access to resources in the G.E
- Network
- After 6 months providing this role was promoted to Server Admin for Suncor Energy which was for two years
- Provided Security Access for 300,000+ G.E
- Employees following the SOX compliance guidelines
- Remote Server support for Suncor Energy Inc
- Windows 2000/2003/2008
- Maintain windows based servers including but not limited to
- Domain Name System (DNS)
- Dynamic Host Configuration Protocol (DHCP)
- Distributed File System (DFS)
- Group Policy
- Microsoft Failover Clustering
- Server Patching
- Routing and Remote Access
- Active Directory
- VMWare
- Disk Space Monitoring
- File Share creation and/or permissions
- Citrix based issues and support and many other projects
- Responsible for high priority issues arising from downed servers and their quick recovery to functioning status again using such tools as Raritan and HPE iLO to access the servers remotely.
Education
ATA Career Education College
Louisville, KY01.2005
Bio-Medical Electronic Technician Certification (Associates Degree) -
U.S. Army
Aurora, CO01.1993
Skills
- Process Monitoring
- Case Documentation
- Continuous Improvement Projects
- Quality monitoring
- Incident Investigation
- Continuous Improvement
- Organized and Detail Oriented
Certification
2012 MCSA
Comptia A+
Comptia Network+
Timeline
Service Delivery Manager
NetGain Technologies
02.2023 - Current
Enterprise Helpdesk Manager
The Mirazon Group (In Support of MHS)
07.2020 - 01.2023
Tier 2/Tier 3 Support (Contract Position)
Atomic Group
01.2018 - 01.2019
Tier 2 Support and Desktop Services
Advanced Business Solutions
02.2016 - 01.2018
Security Administrator (Contract Position)
Humana, Inc
04.2015 - 11.2015
Sr. Application Support Technician
Neustar, Inc
08.2012 - 08.2014
Server Administrator
G.E./Suncor Energy
02.2010 - 08.2012
ATA Career Education College
Bio-Medical Electronic Technician Certification (Associates Degree) -
U.S. Army
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