William C. Nielsen Jr.
Long Beach
Summary
Dynamic Customer Support Manager with over 10 years of experience leading and developing high-performing technical support teams. Recognized for innovative problem-solving and exceptional organizational skills, along with a strong commitment to values-based leadership. Proven track record in project management, successfully guiding teams through high-profile deployment projects ahead of schedule and within budget. Eager to leverage extensive leadership expertise in a collaborative environment that fosters professional growth while enhancing customer experiences and driving satisfaction.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
28
28
years of professional experience
Work History
PROJECT MANAGER TELEHEALTH
Centura/CommonSpirit Health
01.2021 - 10.2025
- Managed successful deployment and transition of 260+ clinics and medical practices to Epic Video Client (EVC) as the preferred virtual visits platform. This allowed patients to be seen virtually, increasing the patient experience.
- Successfully deployed Virtual Urgent Care (VUC) utilizing a third party provider to enable patients access to urgent care services without having to visit a facility in person, throughout Colorado, Kansas and Utah.
- Deployed Behavioral Health Telehealth Emergency Department consultation services for third-party vendors, HealthOne and Iris across the Mountain Region.
- Provided sustaining support for multiple projects including troubleshooting access, regular status update meetings and creating work documents to increase productivity.
IT CONSULTANT - Children's Hospital Colorado
Gate City
05.2019 - 01.2021
- Provided technical support and project management of IT services during department relocation and new construction within the hospital and network of care.
IT ASSETS MANAGER, SR.
Children's Hospital Colorado
10.2007 - 03.2019
- Responsible for forecasting, procurement, inventory, tracking and assignment for deployment of capital and operational IT assets for the hospital and Network of Care (NOC) locations. Processing an average of 300 user requests per month, utilizing Just In Time (JIT) and charge back methodologies. Reduced the lead time of product delivery from weeks to days, eliminating thousands of person hours of processing time monthly while steadily increasing customer satisfaction levels.
- Managed capital investment and tracking of $8 Million of Information Technology inventory.
- Maintained and updated asset tracking tool for accuracy and accountability of 9,000+ devices, used for accurate device information for servicing and inventory and tracking refresh eligibility.
- Created policies and practices for enterprise IT procurement procedures to increase productivity. This included service desk templates, call flow development and standardizing user practices.
- Worked closely with purchasing, vendors and executive management to ensure investments meet financial budgets. Review and approve 200+ procurement requests in Peoplesoft per month.
SENIOR INFORMATION TECHNOLOGIES SYSTEMS ANALYST
CHILDREN’S HOSPITAL COLORADO
10.2007 - 03.2019
- Functioned as liaison with Information Technologies (IT), Program Management Office (PMO), vendors and end users on high visibility projects, deploying IT devices in new construction and projects of all sizes. Project planning, resource management, procurement and tracking of project deadlines to meet demanding schedules. Process improvement and implementation.
- Managed the deployment of multiple enterprise construction projects ranging from 10 to 2,000+ device deployments, ahead of schedule. Saved 9% of the construction budget utilizing innovative production practices, resulting in 99.9% uptime and immediate user productivity.
- Coordinated technical refresh and deployment of 8,000+ IT devices, to keep up with the increased system resource demands of aging inventory by 20% year over year.
- Coordinated re-sale of surplus devices to recover $80K to be re-invested in new technology.
- Hands-on deployment of Windows upgrade installations, using SCCM and Active Directory to meet impending product end of life and improving customer satisfaction.
- LEADING HOSPITAL FOR CHILDREN COVERING 7 WESTERN STATES
IT Consultant
CHILDREN’S HOSPITAL COLORADO
01.2007 - 10.2007
- Managed a team of contractors in physical inventory of 6,500+ IT assets over four months, preparing for move to new hospital. Lead to process innovations during future deployments.
- Lead a project to deploy 2,000 new devices in the new hospital during final construction. This included planning, deployment strategy, scheduling resources and imaging processes. Ordered, inventoried, reported progress, deployed devices in time for successful opening and 170 patients’ transition into the new hospital.
Owner / Operator
BILL NIELSEN PHOTOGRAPHY
12.2002 - 01.2007
- Marketing, Sales, Photographer, Production, Web site management, Product delivery.
SUN MICROSYSTEMS
11.1997 - 11.2002
- Customer Support Manager, Unix Systems Administrator, New Product Support Readiness Manager, Preemptive Services Manager
- 10+ years as Customer service manager for a team of 21 direct reports in two states in a follow the sun model.
- Reliability, Availability, Serviceability (RAS) Manager for Sun’s top 25 customers.
- Implemented SunVIP (Vendor Integration Program) with initial 7 independent software vendors.
- Developed call flows, testing and cooperative support procedures. Customer satisfaction increased from 6.5 to 9.3 out of 10.
- Created and facilitated global implementation of new product introduction tracking tool.
- Developed and delivered new hire training to new employees across the enterprise.
Education
Associate of Arts - Magna Cum Laude
Front Range College
Westminster, CO05-2023
Programming Project Management
Control Data
Santa Clara, CASkills
- Information technology management
- Value-driven team management
- Workforce training
- Budget management
- Skilled in MS Office applications
- Project Management
- Resource allocation management
- Client satisfaction management
- Results-driven
- Training program implementation
- Data-driven problem solving
- ISO 9001 compliance leader
- Operational efficiency enhancement
- Inventory management
- Extensive volunteer involvement
Timeline
PROJECT MANAGER TELEHEALTH
Centura/CommonSpirit Health
01.2021 - 10.2025
IT CONSULTANT - Children's Hospital Colorado
Gate City
05.2019 - 01.2021
IT ASSETS MANAGER, SR.
Children's Hospital Colorado
10.2007 - 03.2019
SENIOR INFORMATION TECHNOLOGIES SYSTEMS ANALYST
CHILDREN’S HOSPITAL COLORADO
10.2007 - 03.2019
IT Consultant
CHILDREN’S HOSPITAL COLORADO
01.2007 - 10.2007
Owner / Operator
BILL NIELSEN PHOTOGRAPHY
12.2002 - 01.2007
SUN MICROSYSTEMS
11.1997 - 11.2002
Programming Project Management
Control Data
Associate of Arts - Magna Cum Laude
Front Range College