Nicholas Petillo
@nicholaspetillo1
Customer Operations Project Manager and customer support expert, improving systems, quality, and entitlement accuracy.
United StatesWhat I'm looking for
I’m a Customer Operations Project Manager at OpenText, focused on helping internal teams get answers faster by troubleshooting ServiceNow and related systems. I create groups and routing so customers reach the right support teams, and I correct entitlement issues to ensure customers receive the support they purchased.
Before that, I served as a QualityAssurance Specialist, reviewing calls to confirm agents deliver quality service and to ensure company process and policies don’t drive customer dissatisfaction. I provided coaching to agents, advised management on improvements, and contributed ideas for increasing customer deflection rates.
Earlier in my career, I worked as a Technical Customer Support Representative III supporting Carbonite backup and recovery, diagnosing issues, reporting new problems, and writing documentation for new solutions. I also brought a teaching mindset through tutoring and substitute teaching, and strengthened my people skills as a Customer Service Representative (Supervisor), training and coaching associates.
Experience
Work history, roles, and key accomplishments
Assisted employees with access and troubleshooting of ServiceNow and other internal systems, including resolving entitlement issues and routing customers to the correct support teams. Supported testing and rollout of new software by helping employees troubleshoot and adopt changes.
Reviewed customer calls to verify agents delivered quality service and followed company process and policies. Coached agents and advised management on process and policy improvements, including ideas to reduce customer deflection issues.
Provided technical customer support for Carbonite backup and recovery, assisting customers in using the product correctly and troubleshooting related issues. Documented new problems and solutions and supported additional software such as Microsoft Office Suite, Quicken, and QuickBooks.
Math Tutor
Cheverus High School
Oct 2010 - Aug 2011 (10 months)
Tutored high school math students by targeting areas they struggled with and guiding them through problems to strengthen understanding of underlying concepts.
Substitute Teacher
Westbrook School Department
Sep 2010 - Aug 2011 (11 months)
Substituted in classrooms by following lesson plans, assisting students as needed, and supporting students with special needs. Covered responsibilities across Westbrook and South Portland school settings.
Customer Service Supervisor
Shaw’s Supermarkets, Inc.
Jul 2003 - Aug 2011 (8 years 1 month)
Managed checkout operations in the absence of a manager and delivered friendly, effective customer service in a retail environment. Trained and coached new and existing associates to improve service.
Education
Degrees, certifications, and relevant coursework
Microsoft Corporation
MTA (Windows Server Administration Fundamentals), Windows Server Administration
2015 -
Microsoft Certified: MTA (Windows Server Administration Fundamentals), obtained in December 2015 and listed as present.
University of New Hampshire
Bachelor of Science, Interdisciplinary Mathematics and Physics
Earned a B.S. in Interdisciplinary Mathematics and Physics from the University of New Hampshire, received May 2008.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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