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Nichola Almalas

@nicholaalmalas

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IT specialist delivering rapid, reliable desktop and systems support.

United States

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What I'm looking for

I am seeking a hands-on IT support role in an enterprise environment where I can lead device deployments, reduce downtime, and improve user experience while growing into broader systems administration responsibilities.

I am an IT specialist with seven years of progressive experience in desktop support, field support, and system administration across healthcare, financial, and corporate environments. I excel at troubleshooting hardware and software, imaging and deployment, Active Directory and Microsoft 365 administration, and maintaining telecom and network systems to reduce downtime and improve user satisfaction.

I have supported large-scale rollouts and migrations, partnered with vendors, and used tools like PowerShell, SCCM, and ServiceNow to streamline operations and resolve escalations. Fluent in English and Arabic, I bring strong communication skills, ITIL-informed practices, and a track record of delivering efficient, user-focused technical support in enterprise settings.

Experience

Work history, roles, and key accomplishments

Current

PC Specialist

Current

Cleveland Clinic

Nov 2023 - Present (2 years 7 months)

Provide Tier 2/3 technical support resolving hardware, software, and telecom issues, reducing on-site visits through remote troubleshooting and improving system uptime across departments.

Active Directory PowerShell Technical Troubleshooting Telecom Imaging & Deployment SCCM

PC Specialist

PNC Financial Services Group

Nov 2021 - Nov 2023 (2 years)

Resolved IT incidents and fulfilled service requests for business-critical applications and devices, partnered with vendors on rollouts, and drove Service Desk process improvements based on performance analysis.

ServiceNow Active Directory Vendor Management Troubleshooting ITIL Performance Analysis

Field Support II

MetroHealth System

Jan 2019 - Jan 2021 (2 years)

Installed, upgraded, and supported IT equipment and applications across hospital sites, troubleshooting hardware, software, connectivity, and telecom issues to maintain clinical operations.

Windows OS Telecom Remote Support Imaging & Deployment Customer Support Active Directory

Desktop & Field Support

Cleveland Clinic

Jan 2018 - Jan 2019 (1 year)

Provided desk-side and site support during large-scale Windows 7 to 64-bit migrations, imaging and deploying desktops while assisting users with data backup and application installs.

Imaging & Deployment Desktop Support Data Migration Installation Troubleshooting SCCM

Technical Support Specialist

Target Corporation

Jan 2017 - Jan 2018 (1 year)

Troubleshot smart devices and mobile OS issues for customers, conducted product setups and data migrations, and delivered high-level customer service to resolve technical challenges.

Customer Support Data Migration Technical Troubleshooting Communication

Education

Degrees, certifications, and relevant coursework

South University - Cleveland

Bachelor of Science, Information Technology

Completed a Bachelor of Science in Information Technology, focusing on IT support, systems administration, and deployment practices; graduated May 2018.