Nick Doody
San Jose
Summary
Results-oriented Incident Manager with a focus on driving customer success and operational efficiency. Achieved significant improvements in service quality and resolution times, fostering strong relationships with enterprise clients and effectively managing critical incidents.
Overview
9
9
years of professional experience
Work History
Incident Manager
Xcelocloud INCC
San Jose
09.2024 - Current
- Managed incident response processes to achieve timely issue resolution and minimize service disruption.
- Coordinated cross-functional teams to address and resolve service disruptions.
- Facilitated communication between stakeholders during critical incidents.
- Implemented improvements in incident management workflows to enhance efficiency.
- Created and tracked incident tickets in a ticketing system to streamline incident management.
- Prioritized incidents based on business impact and escalated major threats for urgent attention.
Incident Manager
Tek Experts USA (Microsoft)
Colorado Springs
05.2022 - 09.2024
- Secured renewal of multi-year, multi-million dollar agreements with two major clients by proactively addressing their dissatisfaction.
- Delivered timely support to clients by managing Developed expertise in Microsoft products engineers.
- Fostered strong relationships with high-profile enterprise clients by managing technical support cases and reducing resolution time.
- Facilitated meetings with high-profile enterprise clients to address pressing issues and ensure contract retention through a client-focused approach.
- Calibrate competencies of new Incident Managers within unique methods of customer focused strategies.
- Microsoft
Critical Situation Manager
Tek Experts USA (Microsoft)
05.2022 - 07.2022
- Managed critical situations to ensure timely issue resolution for clients.
- Collaborated with cross-functional teams to address urgent customer needs effectively.
- Analyzed complex problems and developed strategic solutions to enhance service delivery.
Operations Manager
Appraisal Network LLC
Colorado Springs
03.2017 - 04.2022
- Directed dedicated team to optimize performance and efficiency, delivering strategic guidance and support to clients.
- Managed real estate appraisal process, ensuring quality control in report compilation and adherence to standards.
- Cultivated strong relationships with client lenders to assess needs, enhance service quality, and facilitate seamless daily operations.
Education
Computer Science and Programming -
University of Colorado at Boulder
Boulder, COSkills
- Incident Response
- Risk Assessment & Mitigation
- Complex Issue Resolution
- Process Improvement
- Customer Relationship Management
- Customer Onboarding
- Strategic Planning
- Critical Thinking
- Problem-solving
- Conflict Management
- Professional Liaisons Building
Personal Information
Title: Customer Success Management
Timeline
Incident Manager
Xcelocloud INCC
09.2024 - Current
Incident Manager
Tek Experts USA (Microsoft)
05.2022 - 09.2024
Critical Situation Manager
Tek Experts USA (Microsoft)
05.2022 - 07.2022
Operations Manager
Appraisal Network LLC
03.2017 - 04.2022
Computer Science and Programming -
University of Colorado at Boulder