Open to opportunities

Nicole Damstetter Drozdowski

@nicoledamstetterdroz

Message

Versatile IT professional with 20+ years of experience in support.

United States

Message

What I'm looking for

I seek a role that values collaboration, innovation, and continuous learning.

I am a versatile and self-driven IT professional with over 20 years of hands-on experience in technical support, wireless communications administration, project management, and customer service, primarily within the legal sector. My expertise lies in streamlining operations, driving system upgrades, and enhancing user experience through proactive support and expert-level technical solutions. I am known for delivering results under pressure, fostering cross-functional collaboration, and maintaining a service-first mindset.

Throughout my career, I have successfully onboarded new employees, led technical training initiatives, and provided rapid technical support to over 500 users. My experience includes managing software installations, conducting rigorous testing of computer images, and coordinating international Citrix access. I have also directed full-cycle system upgrades and managed complex projects, ensuring seamless execution and user satisfaction. My commitment to continuous improvement and user education has been a cornerstone of my professional ethos.

Experience

Work history, roles, and key accomplishments

Current

Administrator/Help Desk Technician

Current

Chartwell Law LLP

May 2023 - Present (2 years 4 months)

Onboarded new employees by creating and configuring accounts in Active Directory, Microsoft 365, Expert, and AderantATO. Provided rapid technical support through phone, chat, and email, troubleshooting workstation, software, and access issues; maintained high-quality service by logging, monitoring, and following up on IT requests with consistent attention to resolution timelines.

Active Directory NinjaOne PowerShell ServiceNow Citrix MobileIron Azure Intune KnowBe4

Wireless Communication Administrator/Service Desk Technician

Hodgson Russ LLP

Jul 2008 - Present (17 years 2 months)

Deployed and maintained MobileIron MDM across iOS and Android platforms, supporting firm-wide mobile security standards. Provided technical support to 500+ users, resolving hardware, software, and network issues onsite and remotely; authored documentation and training materials to improve service delivery.

MobileIron VMWare RSA ServiceNow Active Directory SharePoint)SQL

ERP Project Manager / Client Services Specialist

Automated Computer Solutions

Jun 2005 - Present (20 years 3 months)

Cultivated strong client relationships to rapidly assess business objectives, gather requirements, and align solutions. Managed accounting workflows encompassing accounts payable/receivable, sales orders, invoicing, and purchasing processes.

ERP Project Management SQL Client Relationship Management Training Delivery System Implementation Workflow Automation Data Analysis

Operation Manager

Empire Liquidators

Jan 2002 - Present (23 years 8 months)

Supervised and trained a team of 15
20 employees, driving consistent productivity and performance across daily operations. Handled customer service escalations with a focus on timely, effective complaint resolution and satisfaction.

Team Leadership Customer Service Logistics HR Management Technical Support Inventory Management Operations Management Workflow Optimization Training Problem Solving

Education

Degrees, certifications, and relevant coursework

ITT-Technical Institute

Associate Degree, Software Application and Programming

2003 - 2005

Grade: 3.7/4.0

Activities and societies: Awards: Highest Honor, Honors and Perfect Attendance

Graduated with an Associate Degree in Software Application and Programming. Achieved a GPA of 3.7/4.0 and received Highest Honors, Honors, and Perfect Attendance awards.