Nikolaus Dove
@nikolausdove
I am an experienced IT leader and U.S. Army veteran driving major incident management and 95%+ customer satisfaction.
United StatesWhat I'm looking for
I am an IT leader and U.S. Army veteran who builds high-performing teams and establishes resilient incident management practices. I created my organization's first Major Incident Management framework, drove post-incident RCA, reduced downtime, and helped save $25,000+ while maintaining 95%+ CSAT.
I prioritize ITIL-based process optimization, stakeholder communication, and measurable service improvement. I mentor staff, lead cross-functional initiatives, and leverage tools like ServiceNow, Active Directory, Azure/Entra ID, Okta and VMware to align IT operations with business outcomes.
Experience
Work history, roles, and key accomplishments
IT Major Incident Manager
ExOne / Desktop Metal
May 2021 - Aug 2025 (4 years 3 months)
Established the company’s first Major Incident Management framework, improving global incident response and preventing recurrence through RCAs; led efforts that saved $25,000+ and maintained zero customer complaints.
IT Project Manager
CoTech Solutions
Aug 2020 - Nov 2020 (3 months)
Directed full project lifecycles to deliver secure, scalable IT solutions on time and within budget while enforcing ITIL change and problem management practices.
Global IT Service Delivery Manager
Matthews International Corporation
Jan 2018 - Jun 2020 (2 years 5 months)
Oversaw global service delivery and major incident management, sustaining 95%+ customer satisfaction and improving executive visibility to reduce business disruption.
Desktop Manager - North America
Matthews International Corporation
Feb 2016 - Jan 2018 (1 year 11 months)
Led a 15-member IT support team across multiple locations, managed a global Office 365 migration, and introduced change and asset management processes to improve efficiency.
Help Desk Team Lead
Continuum Managed Services, LLC
Jan 2015 - Feb 2016 (1 year 1 month)
Directed a 12-member support team, improved resolution times and drove customer satisfaction to 90+% using KPI-driven coaching and process improvements.
Help Center Team Lead
Carnegie Mellon University
Apr 2012 - Jan 2015 (2 years 9 months)
Achieved >90% CSAT and >80% first-contact resolution while developing a customer-facing knowledge base and leading the transition from Remedy to ServiceNow.
IT Consultant
ATI (LANtek Contract)
Jun 2011 - Mar 2012 (9 months)
Upgraded the organization from Windows XP to Windows 7, performing PC imaging, encryption, application deployment, user profile migration, and Citrix environment support.
M1A1 Abrams Tank Crewmember
U.S. Army
Jan 2002 - Jan 2005 (3 years)
Served as an M1A1 Abrams tank crewmember with responsibilities in operations and maintenance; awarded the Army Achievement Medal for service.
Education
Degrees, certifications, and relevant coursework
WCWestmoreland County Community College
Associate of Applied Science, Computer Information Security
Associate of Applied Science in Computer Information Security from Westmoreland County Community College.
WCWestmoreland County Community College
Associate of Applied Science, Computer Technology (Networking)
Associate of Applied Science in Computer Technology (Networking) from Westmoreland County Community College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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