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Skills

  • Risk management processes and analysis
  • Conflict resolution
  • Document scanning
  • Hardware evaluation
  • Inspection reviews
  • Self-motivated
  • Report writing
  • Data entry
  • Data analysis
  • Process optimization

Work Experiences

  • Averted potential outages.
  • Procedure helped me achieve $210,000.
  • Demonstrated excellence by earning Outstanding Service Award for delivering service improvements with a 31% boost in client satisfaction.
  • Double-checked the data's accuracy and integrity.
  • Delivered automated solutions.
  • Achieved success in 11 out of 18 cases.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Achieved a 70% boost in client satisfaction.
  • Authored service documentation.
  • Created a feedback loop with clients and internal teams, resulting in 59% service quality improvements and a decrease in escalations.

Summaries

  • Design and development of successful system embedded software applications in the past.
  • Jira expert and SAP user.
  • Collaborative leader in ITSM.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Achieved a 59% increase in system uptime.
  • Achieved zero downtime.
  • Customer-focused Sales Representative with 4 years of experience solving problems for clients.
  • Knowledgable in a variety of design and testing methodologies.
  • Aligned cross-functional IT service protocols.
  • Subject Matter Expert in Jira with a proven track record as a sharp technologist who can collaborate with others to find solutions.

Accomplishments

  • Documented and resolved program which led to procedure.
  • Managed virtualization environments for 7 servers using VMware, significantly reducing hardware costs by 52%.
  • Led a cross-functional team to identify and resolve recurring IT issues, reducing incident reopen rates by 72% over three years.
  • Standardized incident resolution processes across 18 systems, reducing system downtimes by 82% during maintenance windows.
  • Coordinated with key stakeholders to deploy IT solutions at 14 offices, achieving seamless integration with negligible impact on day-to-day operations.
  • Designed and delivered a real-time incident dashboard, lowering response time by 39% for high-priority incidents.
  • Standardized configuration across 17 locations, ensuring zero configuration drift and improving compliance audit scores by 15%.
  • Reduced ticket backlog by 69% by creating a self-service knowledge portal, leading to better team efficiency.
  • Collaborated with external vendors and in-house managers to ensure XaaS deployments adhered to service delivery agreements, achieving a 36% increase in uptime.
  • Developed cross-departmental training courses that equipped non-IT staff to resolve program independently, reducing support tickets by 83% over several months.

Affiliations

  • Speaker, Annual IT Vendor Relationship Management Symposium, 2017
  • Contributor, Service Level Management (SLM) Industry Research, 2018
  • Active participant, Tech for Good Community, focused on sustainable IT solutions
  • Participant, IT Risk Management and Disaster Recovery Forum, 2017
  • Member, IT Data Analytics & Service Reliability Group, 2016
  • Member, Project Management Institute (PMI), Digital IT Transformation Group
  • Certified ITIL Practitioner, system, 2017
  • Certified Infrastructural Engineer, The Open Group Architecture Framework (TOGAF), 2017
  • Member, IT Service Management Forum (itSMF) International
  • Volunteer, IT Operations Best Practices Committee, 2017

Certifications

  • Certified in the Management of Risk (MoR)
  • Certified Protection Officer (CPO)
  • ITIL 4 Managing Professional Transition
  • Certified in Governance of Enterprise IT (CGEIT)
  • Certified Change Management Practitioner
  • Certified Kubernetes Administrator (CKA)
  • Certified in Risk and Information Systems Control (CRISC)
  • Veritas Certified Specialist (VCS)
  • Certified Information Systems Auditor (CISA)
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner

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