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Skills

  • Ticketing system management
  • First-call resolution improvement
  • Advanced troubleshooting and diagnostics
  • Project Management (PMP, Agile, or equivalent)
  • Vendor relationship management
  • Knowledge base development and maintenance
  • Root Cause Analysis and Problem Management
  • Operational cost reduction
  • Business continuity planning
  • Performance Metrics Monitoring and Reporting

Work Experiences

  • Designed a disaster recovery plan.
  • Delivered Tableau services to Seattle-based clients.
  • Built and maintained key relationships with stakeholders.
  • Created IT infrastructure proposals and provided user support.
  • Developed ITIL-based workflows.
  • Collaborated with HR and operations teams to lead IT training programs that improved end-user adoption rates by 66% in 2016.
  • Analyzed metrics.
  • Decreased total project duration by 13 weeks.
  • Achieved results in 2022.
  • Decreased security incidents by 39%.

Summaries

  • Detail-oriented IT Service Manager.
  • Delivered effective security patch management solutions.
  • Accomplished service manager with deep expertise in driving continuous service improvement initiatives, leading to industry Asana certification within 2015. Consistently recognized with Employee of the Year for excellence in service delivery and team leadership.
  • Decreased monthly recurring incidents by 61%.
  • Accomplished IT Service Manager specializing in ITSM platform implementation, vendor contract negotiation, and service automation tools. Recognized for reducing operational costs by $2 while enhancing system performance across Seattle.
  • Contributed to optimized business processes.
  • Boosted user adoption by 16%.
  • Consistently exceeded SLAs by 80%.
  • Detail-oriented IT Service Manager practiced in maintaining critical system environments. Able to execute disaster recovery protocols with less than 2 minutes of downtime during incident resolution.
  • Boosted efficiency in Tier 1 and Tier 2 support.

Accomplishments

  • Automated performance reporting at the service desk, allowing for a 70% increase in the accuracy of internal reporting and trend analysis.
  • Created a knowledge base for the IT service desk that improved incident resolution rates by 43%, reducing the volume of repeated technical issues.
  • Managed a full-scale disaster recovery plan implementation, reducing potential downtime to under 10 minutes during critical incidents.
  • Spearheaded the implementation of a new Service Desk CRM tool, increasing overall ticket resolution pace by 58% while improving SLA adherence by 75%
  • Implemented and championed a cross-functional project using Agile methodologies, leading to 25% faster completion of IT service requests.
  • Introduced real-time dashboards for ongoing incident management, giving leadership the ability to track key metrics such as open incidents and resolution rates.
  • Reduced IT infrastructure maintenance costs by 84% after renegotiating contracts with third-party vendors and optimizing internal resource allocation.
  • Directed IT service teams supporting over 15 remote employees, reducing downtime on remote access issues by 39% and enhancing remote tool usability.
  • Created a comprehensive tracking system for SLA metrics, improving vendor compliance by 15% and reducing penalty fees for missed targets.
  • Provided oversight on the successful integration of Asana platform into existing infrastructure, decreasing IT service costs by 60%.

Affiliations

  • Attendee, IT Leadership and Strategy Forum - 2017
  • Member, International Institute of Business Analysis (IIBA) – 2016 to Present
  • Certified, Microsoft Certified: Azure Fundamentals - 2015
  • Moderator, IT Service Excellence Group - 2021 to Present
  • Participant, IT Service Management Excellence Webinar Series - 2021
  • Certified, CompTIA Network+ - 2016
  • Member, International Association of Computer Science and Information Technology (IACSIT) - 2018 to Present
  • Participant, Annual Cloud Computing Strategy Conference - 2022
  • Affiliate Member, Institute of Electrical and Electronics Engineers (IEEE) - 2020 to Present
  • Certified, ITIL v4 - 2024

Certifications

  • Microsoft Certified: Azure Solutions Architect Expert
  • Axelos ITIL Intermediate – Continual Service Improvement
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Certified: DevOps Engineer Expert
  • ISO/IEC 27001 Lead Implementer (Information Security Management Systems)
  • Certified Agile Service Manager (CASM) from DevOps Institute
  • Togaf Certification – Open Group Architecture Framework
  • ITIL Foundation Certification (IT Service Management)
  • Axelos Practitioner in ITIL Service Transition
  • IT Asset Management Foundation Examination (ITAMFo)

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