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Skills

  • Customer satisfaction
  • Activity monitoring
  • Business operations
  • Technology integration
  • Operational improvement
  • Tech support
  • MS Office
  • Experience in project finance
  • Relationship development
  • Procedure equipment

Work Experiences

  • Found computer hardware and network system problems and used troubleshooting techniques to fix them.
  • Achieved results over a 12-year period.
  • Served as a liaison between the process facility and the procedure department, facilitating communication and keeping all parties informed about project progress.
  • Was in charge of keeping the distributor and customer computer databases up to date.
  • Created proposals for clients that outlined the scope and timeline of the project.
  • Collaborated with members of the framework team to complete technical aspects of projects.
  • Successfully integrated warehouse management system software applications so that tasks could be managed from a central location.
  • Achieved deployment across 16 locations.
  • Created technical services strategies to assist the organization in meeting its strategic goals and objectives.
  • Achieved a 23% drop in technical vulnerabilities.

Summaries

  • Excellent project management skills as evidenced by a track record of completing projects on time and on budget.
  • Experienced Production Team Lead with a track record of boosting team performance in method environments.
  • With 4 years of experience in Technical Services Manager.
  • Strengths in strategic planning and vendor management backed up by Manufacturing and Production training.
  • Technical Services Manager with 15 years of successful stakeholder engagement and strategic planning experience.
  • By developing, delivering, and supporting strategic plans, I'm used to driving efficiency and effectiveness.
  • From concept to completion, a creative professional with extensive project experience.
  • Professional with strong problem-solving abilities who is detail-oriented and hardworking.
  • Experienced in disaster recovery planning, roadmapping, and team development.
  • Capable of responding to requests in a timely and professional manner.

Accomplishments

  • Partnered with the legal and compliance teams to audit and enforce data security measures, ensuring PMP compliance and reducing security breach incidents by 17%.
  • Collaborated with team of 12 in the development of metric.
  • Integrated ticketing systems with KPI dashboards, improving real-time data visibility and reducing response times on critical incidents by 82%
  • Utilized data analytics tools to refine workflow metrics, improving overall SLA compliance by 59% over a 8-month period.
  • Reduced technical issue resolution time from 15 hours to 9 minutes by restructuring the service-level agreement (SLA) based triage process.
  • Served as primary technical liaison during Ironclad Systems's roll-out phase, contributing to an overall client satisfaction score increase of 26%.
  • Automated tracking of technical issue metrics spanning Jira, resulting in more than 4 man-hours saved quarterly.
  • Authored and deployed service performance metrics for a team of 3, improving responsiveness to end-user issues by 62%.
  • Negotiated service contracts with third-party vendors, reducing operational costs by 27% while maintaining compliance with Scrum Master standards.
  • Introduced a change management strategy that minimized downtime during system upgrades and improved service continuity by 47%.

Affiliations

  • Lean IT Association (LITA)
  • International Council of E-Commerce Consultants (EC-Council)
  • International Council of Nurses
  • International Organization for Standardization (ISO) Affiliate
  • Institute of Electrical and Electronics Engineers (IEEE)
  • Cybersecurity & Infrastructure Security Agency (CISA) Certification
  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • Project Management Institute (PMI) Member
  • Certified Software Development Professional (CSDP)

Certifications

  • HDI Support Center Manager Certification 2024
  • ScrumMaster Certification (CSM), endorsed by Scrum Alliance
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)
  • TOGAF Certified - Enterprise Architect - 2018
  • Certified in Risk and Information Systems Control (CRISC) from ISACA
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified
  • CompTIA Security+
  • CompTIA A+ Technician

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