Nelson Jimenez
ITFO Technical Team Lead at Inserso Corporation- Claim this Profile
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English Native or bilingual proficiency
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Spanish Native or bilingual proficiency
Topline Score
Bio
Credentials
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Security+
CompTIAJun, 2010- Nov, 2024
Experience
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Inserso Corporation
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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ITFO Technical Team Lead
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Jun 2019 - Present
• Supporting contract transition activities for a major ITFO government contract. • Managing a large field team that supports customer sites in the US around the world • Managing a solution-oriented nationwide Tier II support team with a team of 4 Regional Managers • Supporting complete customer infrastructure from the wiring closet to the network and server infrastructure, deployment and project support, data calls, and ad hoc requirements. • Overseeing operational elements of Firm Fixed Price (FFP) contract. Show less
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General Dynamics Information Technology
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IT Services and IT Consulting
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700 & Above Employee
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Program Manager
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Jan 2018 - Jun 2019
• Provided support for all US sites, US Territories and international offices • Developed a solution-oriented nationwide Tier II support team with a team of 4 Regional Managers • Managed support through several major migrations involving large influxes of incident tickets by implementing tiger team support and remote support. • Developed reporting efficiencies and process improvement resulting in reduced ticket aging, faster response time and overall MTTR to above 80%. • Traveled periodically to Washington, DC to deliver in person customer presentation • Supported complete customer infrastructure from the wiring closet to the network and server infrastructure, deployment and project support, data calls, and ad hoc requirements. • Oversaw operational elements of Firm Fixed Price (FFP) and Time & Materials (T&M) contracts. • Communicated with customer executive management and contracting officers regarding contract deliverables, questions and issues, as needed. • Developed and improved Key Performance Indicators; monitored performance within Service Level Objectives (SLO). • Directed contractor support for impacted customer sites during severe weather and other emergency events Show less
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CSRA Inc
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Regional Technical Manager
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Apr 2015 - Jan 2018
• Supported Eastern US, PR and USVI • Developed a solution-oriented regional Tier II support team with a team of 5 Area level managers • Managed regional support through several major migrations involving large influxes of incident tickets by implementing tiger team support and remote support. • Acted as backup Deputy Program Manager as needed • Developed reporting efficiencies and process improvement resulting in reduced ticket aging, faster response time and overall MTTR to above 80% at the regional level. • Met regularly with customer counterpart to discuss progress, support needs, priorities and escalations and consistently received positive feedback from the customer. • Supported complete customer infrastructure on a regional level from the wiring closet to the network and server infrastructure, deployment and project support, data calls, and ad hoc requirements. • Oversaw operational elements of Firm Fixed Price (FFP) contract • Oversaw local and long-distance travel planning and reporting for entire contractor staff • Worked closely with recruiting to backfill open positions Show less
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Qbase
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Regional Technical Manager
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Feb 2012 - Apr 2015
• Supported Eastern US, PR and USVI • Developed a solution-oriented regional Tier II support team with a team of 5 Area level managers • Managed regional support through several major migrations involving large influxes of incident tickets by implementing tiger team support and remote support. • Acted as backup Deputy Program Manager as needed • Developed reporting efficiencies and process improvement resulting in reduced ticket aging, faster response time and overall MTTR to above 80% at the regional level. • Met regularly with customer counterpart to discuss progress, support needs, priorities and escalations and consistently received positive feedback from the customer. • Supported complete customer infrastructure on a regional level from the wiring closet to the network and server infrastructure, deployment and project support, data calls, and ad hoc requirements. • Oversaw operational elements of Firm Fixed Price (FFP) contract • Oversaw local and long-distance travel planning and reporting for entire contractor staff • Worked closely with recruiting to backfill open positions Show less
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QinetiQ US
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United States
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Defense and Space Manufacturing
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700 & Above Employee
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Area Manager
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Jan 2009 - Feb 2012
• Supported field office serviced delivery in the Northeast, New England, and sites in the Caribbean • Managed over 25 technical IT Field office contractors • Managed resources efficiently to ensure excellent handling of outages, incidents and tasks. • Provided business continuity and leadership in support of two consecutive direct manager leadership transitions and contract close-out • Assembled and traveled with a tiger team to support a 70-workstation tech refresh project and exceeded delivery expectations. • Maintained high team morale through effective team building, mentoring and coaching. Show less
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New York Daily News
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United States
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Online Media
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300 - 400 Employee
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Systems Administrator
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Mar 1999 - Dec 2008
• Supported email migrations, sever upgrades, web server deployment, PeopleSoft Financial System migration, data preservation • Provided support and training on an IT outsourcing project involving moving billing department functions to an offshore center in India • Upgraded, expanded, administered, and troubleshot server farm of 130 servers supporting approximately 1,000 users. • Lead project deployments for Altiris, Remedy Help Desk 45, and ensured enterprise-wide software licensing compliance. • Supported time sensitive migration of mainframe-based PeopleSoft system data to Oracle-based platform. • Supervised Tier II Desktop support technicians • Completed hardware mitigation for Y2K compliancy • Provided business continuity support during the 9/11 crisis, and NYC Blackout Show less
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Education
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2001 - 2003
New Jersey City University
Bachelor of Science, Computer Science
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