Nicholas Gafron
About Nicholas Gafron
Nicholas Gafron serves as the Operations Manager for the Service Desk at Ascend Technologies, where he has held various roles since 2020. He has a diverse background in operations management, client services, and entertainment, along with academic credentials in Data Analysis and Music Business.
Current Role at Ascend Technologies
Nicholas Gafron currently serves as the Operations Manager for the Service Desk at Ascend Technologies, a position he has held since 2023. He oversees the operations of the Service Desk, ensuring efficient service delivery and client satisfaction. His role involves administering the Amazon Connect Call Center and utilizing ServiceNow and PowerBI to monitor Service Desk performance metrics. Gafron's responsibilities include fostering client relationships through regular reviews of support services and contract compliance.
Previous Experience at Ascend Technologies
Nicholas Gafron has held multiple positions at Ascend Technologies. He worked as an Information Technology Operations Senior Analyst for five months in 2021 and as an Information Technology Operations Analyst for one year from 2020 to 2021. During these roles, he contributed to the operational efficiency of the IT department. Additionally, he served as Operations Center Supervisor from 2022 until his current role, further enhancing his expertise in IT operations.
Educational Background
Nicholas Gafron studied at Northwestern University, where he earned a Certificate in Data Analysis from 2019 to 2020. He also holds a Bachelor of Music degree in Music Business from Elmhurst University, which he completed from 2012 to 2016. His educational background provides him with a diverse skill set that complements his operational management capabilities.
Professional Experience Prior to Ascend Technologies
Before joining Ascend Technologies, Nicholas Gafron gained valuable experience in various roles. He worked at Merlin Entertainments plc as an Entertainer for four years from 2010 to 2014. He also served as a Client Service Coordinator at Banfield Pet Hospital from 2018 to 2020, where he developed customer service skills. Additionally, he worked as an Educational Leadership Consultant for Lambda Chi Alpha Fraternity, Inc. from 2016 to 2018.
Achievements in Service Desk Operations
Nicholas Gafron successfully consolidated the Service Desk operations at Ascend Technologies, merging four separate teams into one cohesive unit. This initiative improved operational efficiency and service delivery. His ability to streamline processes and enhance team collaboration has positively impacted the overall performance of the Service Desk.