Nicholas Merritt

Experience

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  Xeta Technologies / Windstream

  Oct 2010 - Apr 2013

  Network Operations Center Technician / ISG Repair Specialist

  As a NOC technician, my responsibilities include monitoring and maintaining over forty thousand network devices on a 24x7 basis including notification, escalation, and coordination. Respond to network outages and downed device alerts for the near six hundred integrated networks at hospitality chains and enterprise corporation locations around the country. Responsible for initial triage and determination of system faults and performance issues.Perform network configuration changes on production networks from simple VLAN changes to full device configuration.Provide remote support for onsite technicians along with assisting emergency dispatch technicians in resolving connectivity loss.Resolve downed network devices from routers to access points by troubleshooting through the first three network layers. Perform front line troubleshooting of applications and network systems for our clients.Create and manage trouble tickets, including taking ownership of issues, and escalating when necessary for timely a resolution and response.Work with numerous types of network equipment such as access points, gateways, switches, ASA’s, and routers ranging from different brands and models including Cisco and Hewlett-Packard.Experience in handling different PC operating system software including windows XP, Windows 7, Apple computers and handhelds, and Android phones.Responding to Windows Server alerts and issues that require starting and restarting of Windows services.Experience in using monitoring tools such as SolarWinds. Show less

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  Thomson Reuters

  Apr 2013 - May 2016

  Systems Engineer - Deployment

  As a Systems Engineer for Thomson Reuters, it’s been my responsibility to configure and put into production Thomson Reuters equipment and services per client specification, in an efficient and timely manner. Configure and install servers for Thomson Reuters products ranging from Elektron services, Eikon, Dealing, Thomson, and Reuters Data Feeds. Oversee and assist certified field technicians in installing and turning up Thomson Reuters products.Troubleshoot and resolve issues that may arise during server installations including hardware, software and network issues.Work with global teams to create and refine processes and procedures that are globally distributed.Ensure a continous quality of service provided by Thomson Reuters through customer support.Travel to client locations to work with the customer in installing and turning up services provided by Thomson Reuters to ensure a smooth transition and deployment. Show less

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  Refinitiv, an LSEG business

  May 2016 - Jul 2024

  Created and performed monthly Service Review with Business Capability Leads at a Global Head level (CEO -3), discussing current case trends, areas of concern, and incident reduction, utilizing PowerBI to visualize reporting for data analysis.Worked with individual stakeholders and product owners to identify areas where support, service, and stability can be improved.Acted as service transition management to assist project management teams when project deadlines are threatened.Brought into projects to analyze and develop support models and run functions for multiple services in transition phase.Performed cost analysis to minimize cost to business while maximizing support functionality with third party support.Generated reports to analyze underlying trend data which proactively addresses service impacting issues that would degrade services for Refinitiv/LSEG clients.Worked directly with IT Risk and Control teams to develop tools and processes for Risk Management at an organizational scale, acting as a risk delegate for Corporate Technologies.Addressed risks to business while providing resolution options which comply with compliance and regulatory standards.Acted as Recovery Director to coordinate resolution of service impacting issues with support teams and external vendors.Presented analysis of high severity issues to a Global Service Forum where problem cases are reviewed to understand triggers, aggravating factors, and root cause to reduce chance of recurrence.Created and distributed executive communications to advise executive leadership of on-going service impacting incidents, including updates and resolutions.Assisted with service migrations and helped transition applications from Thomson Reuters to Refinitiv, Refinitiv to LSEG. Worked with Problem Management at the conclusion of an incident to develop a concise post incident report to understand the elements in which caused the incident to take place.Review changes within change management process. Show less As a Senior Technical Specialist at Refinitiv, formerly Thomson Reuters, I am dedicated to the Elektron as a Service platform, it is my responsibility to build a specialized knowledge base for client products, infrastructure, and support, as well as conduct and manage technical troubleshooting calls with global support teams.Dedicated support role for the hosted solution on the Elektron as a Service platform.Triage critical issues and assign technical specialists for resolution including team of dedicated champions.Work with global support teams to resolve ongoing technical issues including escalations.Host and manage technical recovery team calls with product support specialists to resolve critical issues.Maintain a record of investigation status and assign action to support teams.Maintain accountability and timelines of support teams involved in investigations.Direct communications with clients on ongoing investigations and incident summaries. Articulate technical issues and incident summaries in an easily digestible format for wider audiences.Perform case management and review to maintain a standard of support, globally, for clients. Show less

  • Information Technology Service Manager

    Aug 2019 - Jul 2024

  • Senior Technical Specialist

    May 2016 - Aug 2019
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  LSEG (London Stock Exchange Group)

  Jul 2024 - now

  Manager, Technical Operations Center