Nicole Woods
About Nicole Woods
Nicole Woods is a Senior Technical Lead at IDEO, where she has worked since 2019. She has a background in public relations and project coordination, with experience in implementing IT solutions and managing cross-functional projects.
Work at IDEO
Nicole Woods has been a Senior Technical Lead at IDEO since 2019, based in Cambridge, MA. In this role, she implemented the Freshservice ITSM solution to automate workflows and enhance the service desk, contributing to an improved digital experience. Prior to her current position, she served as a Senior Project Coordinator from 2015 to 2019, where she managed cross-functional projects and utilized human-centered design thinking to streamline processes. Additionally, she worked as Chief of Staff from 2012 to 2015, where she played a key role in organizational operations.
Previous Experience at Saks Fifth Avenue
Before joining IDEO, Nicole Woods worked at Saks Fifth Avenue as a Public Relations and Events Specialist from 2006 to 2012 in Boston, MA. During her six years in this role, she was responsible for managing public relations initiatives and organizing events, contributing to the brand's visibility and engagement in the market.
Education and Expertise
Nicole Woods holds a Bachelor of Arts degree in Performance and Costume Design from the College of Charleston. She is currently pursuing a certification in IT Information Library/Management and has achieved ITIL Certification. Her educational background supports her expertise in technical leadership and project management within the IT sector.
Contributions to Knowledge Management
At IDEO, Nicole Woods created the first knowledgebase style guide for the organization. This guide ensures standardized content that reflects the organization's voice, style, and brand consistency. Additionally, she develops and approves end-user documentation and training materials to facilitate organizational transitions.
Performance Metrics and Reporting
In her role as Senior Technical Lead, Nicole Woods gathers and reports service desk KPIs and metrics. This process helps identify areas for improvement and recurring issues, allowing for data-driven decision-making to enhance service delivery. She also supports Go-live preparation and manages a super user network during and after transitions.