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Skills

  • Continuous process improvement
  • Client and stakeholder engagement
  • Informational mapping
  • ITIL 4 framework implementation
  • Global service management strategy
  • Change Management Techniques
  • Campaign development
  • Operational improvement
  • First-call resolution improvement
  • Program management

Work Experiences

  • Achieved 80% proactive issue resolution.
  • Automated repetitive service management tasks.
  • Created global metric and initiative policies.
  • Compiled research data and delivered professional presentations that highlighted findings and suggested improvements.
  • Collaborated with cross-functional teams to drive a 76% increase in customer satisfaction through enhanced service delivery and process automation.
  • Aligned strategy with corporate growth objectives.
  • Used on-site observation and personal interviews to identify individual employee strengths.
  • Achieved service pricing reductions of $8 annually.
  • Analyzed geospatial data on damage patterns to determine which areas needed pesticide assistance.
  • Looked at a variety of organizational systems to see if there were any issues with workflow, communication, or resource utilization.

Summaries

  • Top-notch administrator with a well-organized and financially savvy approach.
  • Individual who is well-versed in horticultural and agronomic cropping systems.
  • Strengths in process improvement and workflow optimization backed up by Miscellaneous training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • A visionary leader with a strong track record.
  • To increase productivity and job performance, be knowledgeable about best practices, leadership strategies, and employee motivation.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Helping business leaders understand all aspects of operations is something I'm used to.
  • Achieved $18 in cost reductions.
  • Accomplished Global Service Manager.

Accomplishments

  • Successfully led global ITSM implementation across 12 regions, streamlining service management processes for 2 employees and reducing ticketing complexity.
  • Reduced operational costs by 22% through automation of routine service tasks, enhancing both team efficiency and service delivery speed.
  • Worked with the product team to integrate customer feedback into service management reports, resulting in a 51% improvement in feature adoption.
  • Negotiated new SLAs with 16 external vendors, securing a 41% improvement in predictability and aligning deliverables with operational KPIs.
  • Collaborated with cross-regional stakeholders to implement a global change management framework, improving service uptime by 17%.
  • Trained service desk teams on advanced diagnostic techniques, improving first-time resolution by 60% and shortening resolution time by initiative.
  • Managed a budget of $14 for IT service projects, ensuring financial objectives were met while delivering a 56% improvement in operational efficiency.
  • Standardized global knowledge management resources, achieving a 31% reduction in time-to-access critical service information across 3 teams.
  • Led feedback sessions with key client stakeholders, driving actionable insights that led to a 48% reduction in service-related complaints.
  • Designed a comprehensive knowledge management system, reducing service resolution time by 60% and increasing team productivity.

Affiliations

  • Certified Information Systems Security Professional (CISSP) – 2016 Member
  • Information Technology Governance Advisory Panel Participant – 2016 to 2015
  • Technology Business Management Council (TBM Council)
  • International Association of IT Asset Managers (IAITAM)
  • Global Knowledge IT – Presenting at Service Management Training Sessions
  • Association for Supply Chain Management (APICS)
  • American Society of Safety Professionals
  • International Council of Nurses
  • Global Association for Quality Management (GAQM) – IT Service Management Certified Practitioner
  • Certified Information Systems Auditor (CISA) Professional Affiliation

Certifications

  • Certified ScrumMaster (CSM)
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • Certified Outsourcing Professional (COP)
  • Certified Public Accountant
  • Certified IT Asset Manager (CITAM)
  • Microsoft Certified: Azure Fundamentals
  • SHRM Certified Professional (SHRM-CP)
  • Certified Service Management Professional (CSMP)
  • ISO/IEC 20000 IT Service Management Internal Auditor
  • AWS Certified Solutions Architect – Associate

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