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Skills

  • Cross-functional team collaboration
  • Problem-solving
  • Configuration Database Management (CMDB)
  • Agile methodologies
  • Project organization
  • Relationship development
  • Training and mentoring
  • Automation tools (HubSpot)
  • Industry standards compliance
  • First Aid/CPR

Work Experiences

  • Internal systems were reviewed, and training plans were created to address areas that needed to be improved.
  • Used on-site observation and personal interviews to identify individual employee strengths.
  • Collaborated with senior leadership.
  • Collaborated with product development teams.
  • Collaborated with framework customers to determine their needs and deliver process service.
  • Investigated and conducted research in project management, data analysis, and project management.
  • Achieved a passed audit with zero non-conformities.
  • Developed initiative metrics derived from raw company data to track improvements in organizational efficiency.
  • Oversaw the delivery of program project by category team, which resulted in program.
  • Worked with business leaders in the areas of vendor management, quality assurance, and stakeholder engagement.

Summaries

  • Achieved measurable results.
  • Adept at auditing historical configuration data.
  • Adept at maintaining system stability.
  • Achieved 55% faster deployment turnaround times.
  • Aligned strategies with business goals.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Helping business leaders understand all aspects of operations is something I'm used to.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved operational transparency.
  • Achieved 66% improvement in first-time resolution rates.

Accomplishments

  • Developed and maintained the Configuration Management Database (CMDB), resulting in a 42% increase in data accuracy across 14 key account profiles.
  • Provided training to 2 team members on advanced configuration management techniques and best practices to improve overall performance.
  • Assisted in managing and resolving 7 incidents per week, reducing average resolution time by 46%.
  • Collaborated with team of 16 in the development of method.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed customer-specific configuration blueprints for complex systems, achieving a 22% reduction in setup time and minimizing risks of misconfigurations.
  • Worked closely with customer accounts to streamline configuration changes, generating repeat business and increasing upsell opportunities by 61%.
  • Delivered specialized mentoring to junior staff members on incident management and configuration protocols, improving their productivity by 20%.
  • Communicated directly with 3 enterprise-level clients to tailor and improve their configurations, resulting in a customer satisfaction rise of 65%.
  • Resolved 64% of escalated tier 2/3 tickets within the SLA, significantly improving customer satisfaction and retention rates.

Affiliations

  • Certified Product Manager Program by AIPMM PMP
  • International Society of Configuration Management (ISCM)
  • Vendor Management Specialist Accreditation Program ITIL
  • Freemason
  • Cloud Computing Security Guidelines Organization (CCSGO)
  • National Association of Social Workers
  • Association for Configuration and Data Management (ACDM)
  • American Productivity & Quality Center (system)
  • Certified Configuration Management Specialist (CCMS) by ICM CPA
  • Certified Authentication Professional (CAP) Program Scrum Master

Certifications

  • Microsoft Certified: Azure Administrator Associate
  • ITIL Foundation Certification in IT Service Management
  • SHRM Certified Professional (SHRM-CP)
  • Certified in Risk and Information Systems Control (CRISC)
  • Google Cloud Professional Cloud Architect
  • CompTIA Security+
  • Microsoft Certified: Azure Solutions Architect Expert
  • Certified Public Accountant (CPA)
  • Certified IT Asset Manager (CITAM) by IAITAM
  • Certified Kubernetes Administrator (CKA) by CNCF

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