Nate Schlickbernd

Experience

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  M & N Structures, Inc.

  Jun 2005 - Aug 2006

  Role and Responsibilities:• Efficiently resolved 95% of desktop hardware and software issues within a day, demonstrating strong troubleshooting skills.• Conducted routine system upgrades and security patch deployments to maintain peak system performance.• Created and updated system configuration documents, ensuring a reliable source of information for troubleshooting and system upkeep.Key Accomplishments:• Enhanced a team of 6's computing capabilities by installing and configuring systems, peripherals, and software, leading to a 40% boost in processing speed, 20% less power usage, and heightened security. Show less

  • Desktop Support Technician

    Jun 2005 - Aug 2006

  • Shop Worker

    Jun 2005 - Aug 2006
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  Corning Community College

  Sept 2007 - Dec 2009

  Peer Tutor

  Provided individual and group tutoring sessions to students attending the Electrical Technologies/Electronics classes.

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  Vulcraft -Division of Nucor Steel

  Jun 2008 - Sept 2009

  Desktop Support Technician

  Role and Responsibilities:• Diagnosed hardware and software issues, managed desktop and laptop deployments, and maintained office servers for files, printing, and backups.• Offered technical guidance during the company's transition to a new OS, ensuring a seamless migration with minimal user interruptions.Key Accomplishments:• Developed a Visual Basic program to streamline document digitization of business files, facilitating quick labeling and sorting, and improving efficiency by 80%.• Introduced monitoring and maintenance strategies that reduced system downtime by 20% and improved overall system performance by 15%.• Created and conducted user training programs, leading to a 25% reduction in user errors and an enhancement in system proficiency. Show less

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  Computer Task Group

  Jul 2011 - Jun 2015

  Role and Responsibilities:• As a key member of a global team at a Fortune 500 enterprise, used ServiceNow to respond to technical issues, enhance routing strategies, and manage backlogs, reducing the requirement for onsite support escalation by 80%.• Steered customer communication as an active Change Access Board member, effectively mitigating potential change impacts and directing concerns towards successful resolution.• Actively participated in the recruitment process, including conducting phone and in-person interviews, as well as delivering comprehensive training to new team members, ensuring seamless onboarding and integration into the team.• Developed user manuals and training materials to expedite onboarding and provide efficient support for end-users.Key Accomplishments:• Revolutionized the remote assistance process, enabling swift access restoration for global remote workers, cutting resolution time from 3 days to just 1 hour.• Devised a data migration solution that tripled process speed, minimized employee downtime, and enhanced data consistency. Show less Role and Responsibilities:• Exceeded KPIs set in the Service Level Agreement through exceptional problem-solving and customer support skills, resolving over 96% of inquiries on the first call, spanning computer systems, software, hardware, mobile devices, and other business needs, improving customer experience and customer satisfaction.Key Accomplishments:• Created in-depth training materials and led sessions for new hires, reducing their onboarding time by 25%.• Tracked and reported weekly and monthly team performance metrics, enabling data-informed decisions and boosting team productivity by 20%. Show less

  • IT Analyst

    Jul 2012 - Jun 2015

  • Information Technology Service Desk

    Jul 2011 - Jul 2012
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  Nate Schlickbernd Consulting

  Jul 2015 - Oct 2015

  Independent Consultant / Freelance

  Role and Responsibilities:• Employed creative thinking in freelance services, ensuring seamless operations and substantial time savings for healthcare providers and small businesses in the region.• Successfully deployed secure and reliable small business networks, ensuring smooth operations and minimizing downtime.Key Accomplishments:• Led the deployment of an innovative telepsychiatry solution that doubled patient reach and facilitated the hiring of an additional staff member.• Implemented multi-site connectivity to drive business needs, fostering collaboration, and enabling 2 healthcare providers secure remote access to health records, saving 2 hours per week of travel.• Improved the backup process for a small business through analysis and optimization, enhancing workflow and reducing manual effort from 2 hours per week to just 5 minutes per month. Show less

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  Micro Solutions - Corning

  Nov 2015 - Sept 2019

  Role and Responsibilities:• Managed a team of 10 IT analysts and engineers through a streamlined management process, implementing reporting mechanisms to ensure 99% uptime of 3,000+ endpoints for 50+ SMBs.• Coordinated seamless onboarding for 10 new clients, including the acquisition of admin accounts, conducting client-specific research, and generating technical support documentation, increasing annual revenue by 30%.• Worked closely with clients to understand their needs, managing budgets to ensure cost-effective project delivery.Key Accomplishments:• Replaced an outsourced workforce in 3 months, taking ownership of the process to grow the internal IT team from 3 to 10, improving capacity to handle client requests and increasing customer satisfaction by 30%.• Led the implementation of automation and self-service options in IT processes in a 6-week time span, reducing the workload of manual processes by 40%. Show less Role and Responsibilities:• Managed network infrastructure supporting 40+ SMB clients, maintaining more than 99% uptime.• Innovated a backup and recovery plan, reducing data loss by 80% and minimizing system downtime.Key Accomplishments:• Through proper planning, completed 7 workstation replacement projects in 3 months, encompassing more than 150 devices, each on time and at least 10% under budget.• Led the successful deployment of 18 Med carts and 40 Kiosks in 3 weeks, significantly enhancing the efficiency of the EMR system and boosting staff productivity by 30%.• Innovated a backup and recovery plan, reducing data loss by 80% and minimizing system downtime. Show less

  • Technology Services Manager

    Mar 2018 - Sept 2019

  • Senior IT Analyst

    Nov 2015 - Mar 2018
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  CASA-Trinity, Inc.

  Sept 2019 - now

  Team Member

  Role and Responsibilities:• Directed IT strategy during agency growth, accommodating 2 business acquisitions, a 50% increase in staff to 300, and a 100% increase in locations to 14, with clear alignment to organizational goals.• Onboarded, educated, and coached 2 IT professionals, resulting in a 30% reduction in customer escalations and a 90% increase in positive reviews within the first year.• Fostered vendor partnerships and orchestrated contract negotiations, achieving a combined annual cost reduction of $105,000 while maintaining service quality.Key Accomplishments:• Managed technical services for 5 site transitions and 5 program launches, partnering with senior leadership and maintaining strict accountability to achieve 100% adherence to budgets and on-time delivery.• Strategically collaborated with the CEO and other C-level executives to develop an IT budget proposal, securing $300,000 for the procurement of IT assets to refurbish infrastructure and standardize offices, cutting average equipment age from 10 to 3 years, and saving 80% time on office relocations.• Directed the administration of cloud computing solutions and integrated ITIL best practices with Agile methodologies, reducing the time to deliver new IT services by 75%.• Maintained a sense of urgency to pioneer an 85% shift to telehealth leveraging Zoom in 10 days amid COVID-19 pandemic, serving 1,900+ clients, maintaining revenue, and safeguarding employee safety.• Developed and enforced IT policies, procedures, and best practices, ensuring 100% compliance with industry standards and regulatory requirements. Show less