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Skills

  • Conflict resolution
  • Process improvement
  • Regulatory compliance
  • Downtime reduction strategies
  • Problem resolution
  • Product development
  • Standard equipment
  • Customer service
  • Escalation management
  • Supervision

Work Experiences

  • Helped users have the best possible experience by providing ongoing support, training classes, webinars, system improvements, and communication of system changes.
  • Developed and implemented SLA agreements for post-implementation support, ensuring that 56% of incidents were addressed within two years.
  • Achieved successful launch ahead of schedule.
  • Delivered feedback that enhanced product quality.
  • Achieved a 61% increase in first-time deployment success.
  • Achieved a 48% reduction in deployment time.
  • Coordinated the deployment of ServiceNow across 2 regions, streamlining operations and increasing operational efficiency by 81%
  • Acted as the primary liaison between project teams.
  • Oversaw the implementation of the company's enterprise security strategy, which included network and hardware security, disaster recovery, data security, and endpoint security.
  • Was in charge of planning and implementing improvements to budget management, strategic planning, and vendor management.

Summaries

  • Achieved successful system rollouts.
  • Achieved 41% improvements in satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved 80% increase in user adoption.
  • A dedicated Implementation Supervisor.
  • Achieved 29% reductions in system migration downtime.
  • Aligned diverse teams to deliver on-time project milestones.
  • Passionate about developing and implementing effective technology strategies.

Accomplishments

  • Effectively communicated project risks and proposed mitigation strategies, ensuring the continued project progress without incurring additional costs.
  • Spearheaded system integration for Tableau within Miscellaneous, delivering a seamless transition that improved operational efficiency by 66%.
  • Reduced support tickets by 78% through the optimization of our system integration processes, improving client onboarding efficiency.
  • Delivered ITIL training sessions to internal implementation teams, increasing cross-department expertise and reducing errors in the deployment phase by 57%.
  • Implemented a continuous improvement process focused on client feedback, enhancing end-user satisfaction by 17% and reducing future deployment revisions.
  • Implemented downtime reduction strategies, cutting system outages by 16% over several months.
  • Incorporated user feedback into iterative improvements throughout the implementation cycle, resulting in a 23% higher adoption rate post-launch.
  • Developed and tested rollback plans for critical deployments, ensuring that system failures decreased by 28% in the early stages of rollout.
  • Successfully deployed custom configurations ensuring a 47% improvement in user-specific system functionalities for Harbor & Co..
  • Enhanced escalation management protocols, reducing open-item resolution times by 40% across 5 of active projects.

Affiliations

  • American Society for Quality (ASQ)
  • Rotary International
  • Association for Project Management (APM)
  • Toastmasters
  • Project Management Institute
  • Society for Human Resource Management (SHRM) – Technology Affiliations
  • Association for Data-driven Operational Excellence
  • Project Management Institute (PMI) - Certified in Project Management Professional (PMP)
  • Information Technology Infrastructure Library (ITIL) Foundation Certified
  • Organization Change Evolutionists (OCE)

Certifications

  • Certified Business Analysis Professional (CBAP) - 2018
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL) Foundation
  • Google Project Management Certificate - 2023
  • Certified Professional in Engineering Management (CPEM) 2021
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • Oracle Certified Implementation Specialist - ServiceNow
  • Microsoft Project Certification – 2017
  • PRINCE2 Practitioner Certification - 2019

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