Nick Lamelza

Experience

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  NESI

  Oct 1994 - Oct 1995

  Technical Support

  Level I & II Computer Support as well as floppy disk drive technician

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  Goldbar Consulting

  Apr 1995 - Jan 1996

  Service Technician

  Primary Role to Build, Install and support computers and software for dental offices in the Tri State are.

• 

  CoreTech Consulting Group

  Jan 1996 - Aug 1996

  Service Technician

  Primary role was to Support Backup Library and servers on the PSEG account in Salem NJ. Also assisted with hardware support.

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  CompuCom

  Aug 1996 - Jun 2016

  Here is a brief history of past duties I have held including the role of a District Manager responsible for managing Multiple Desktop team for Support of 3000 + users across the United States and Puerto Rico with Windows NT, 2000 OS, On-Site Desktop Support and Remote Support on a variety of software packages. Worked closely on Y2K Standards for Corporate Accounts. Team Leader for Y2K Computer Rollouts. Experienced with Small and Large Projects alike with up to 50 + technicians under me at any given time during a project. Experience in Admin. of Exchange 5.5, Novell and NT ID’s. Strong Desktop, Laptop and Printer Repair skills. Very strong hardware troubleshooting skills. Daily Responsibilities include:• Oversee and work closely with all temporary and permanent technicians on Hardware and Software support team for corporate client. Ranging from 5 techs up to 60 +• Work closely with IT management and Team Leads to make sure that the clients are always happy with the work performed onsite.• Built a working relationship with the clients• Do weekly time sheets for all technicians onsite• Do Weekly Status reports that touch on any issues that were dealt with that week.• Monitor and update the Tickets and the Bucket on a daily basis.• Work with senior level Management for Home service calls• Work as a member of a Team that is ready to assist in any matter.• Work on Asset Management for Corporate client.• Work with accounting staff to ensure all projects are billed correctly on a monthly basis.• Work closely with internal corporate staff to see that a 3000 + Computer Refresh ran smooth and was in full control of 55 engineers during the rollout phase of the project. Show less

  • Senior System Integration Manager

    Aug 1996 - Jun 2016

  • System Integration Manager

    Aug 1996 - Jun 2016
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  Bristol-Myers Squibb

  Jan 2001 - Jan 2008

  Project Manager

  Involved in pricing and delivery of all onsite projects. This could be as small as a few engineers for a week or 40 + for 6 months to do a computer refresh. Other duties include Time sheet approval and verification, Monitor Service level Agreements to confirm teams are achieving required numbers. Review ticket management matrix to assure we are always staffed accordingly and adjust if needed. Currently work closely with numerous staffing agencies to staff for open positions and to conduct interviews. Work with all levels of management to assure complete client satisfaction. Show less

• 

  Insight

  Jun 2016 - now

  Contract – SAP AmericaTitle – Senior Services Manager - Managing Level 2 deskside services, walk up services for Laptop, remote & mobility support & disposal. 80+ technicians across US, Canada and 11 countries in Latin America. Recent Projects include: • Concur migration of 1400 clients to SAP environment remotely & 900 clients onsite at locations across the United States. Completed in 5 months.• Addition of 7 countries in Latin America with 13 new technicians in 2-month transition window. These required translators in both Portuguese and Spanish to conduct interviews both internal and client facing and training to follow the process to support the client.• Rollout of client developed ticket tracking system across 35 locations to improve overall wait times and client experience. This included queue creation, technician training and metrics. Completed in 3 months.• Addition of resources on a separate sibling contract to take staffing from 2 technicians to 5 within 6 months and add a Supervisor. • Move break fix from laptop support centers onsite to a centralized model which streamlined the process and reduced limitations of time zone support. Completed in 3 months.• Work with a team to create a playbook which covered all aspects of the support model and HR processes to follow as a kick start document for new hires to follow when starting and help to confirm all training and processes are followed. • Work with a team to create tracking when new procedures are rolled out to confirm the whole team is following it properly and understand.• Conduct All Hands meetings monthly with whole staff to confirm important information is being covered and they are all properly informed and prepared to perform their duties. Show less

  • Program Manager

    Aug 2022 - now

  • Service Delivery Manager

    Jun 2016 - now