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Skills

  • Pricing tool development
  • Root cause analysis
  • Training and development
  • Risk mitigation
  • Materials preparation
  • Code validation skills
  • Client assessment and analysis
  • Inspection reviews
  • Incident Management
  • Conflict resolution

Work Experiences

  • Awarded Outstanding Service Award.
  • Achieved 20% service quality improvements.
  • Delivered automated solutions.
  • Boosted customer retention rates.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Entered data into the Microsoft Excel system, including payments, account information, and call logs.
  • Achieved a 70% boost in client satisfaction.
  • Achieved Outstanding Service Award for exceptional performance.
  • Collaborated with stakeholders to redesign service workflows.
  • Examined departmental documents to determine how they should be distributed and filed.

Summaries

  • Collaborated across multiple teams.
  • Effectively troubleshoots and resolves issues on its own.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Specializes in system and standard product troubleshooting.
  • Supporting hardware and software issues for framework computer systems is a skillful ITO Service Delivery Consultant.
  • Knowledgable in a variety of design and testing methodologies.
  • Accomplished in IT governance and compliance.
  • Achieved measurable improvements in ITSM compliance.
  • Accomplished in IT governance and compliance, delivering streamlined service operations that adhere to industry standards and best practices.
  • Seeking an opportunity to apply data analysis and project management in a problem-solving role with a company in the Miscellaneous sector.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Onboarded 2 new IT staff and provided ongoing training, improving overall team performance and reducing ticket escalation by 69%.
  • Improved system uptime by 19% after leading a virtualization upgrade for 14 key infrastructure components.
  • Migrated 17 mission-critical applications to a hybrid cloud environment, ensuring zero service interruption.
  • Improved incident resolution efficiency by 48% through optimized ITIL-based procedures within 18 months.
  • Achieved a 48% increase in client satisfaction following the introduction of an end-to-end cloud delivery model.
  • Coordinated with key stakeholders to deploy IT solutions at 14 offices, achieving seamless integration with negligible impact on day-to-day operations.
  • Collaborated with team of 17 in the development of process.
  • Documented and resolved program which led to procedure.
  • Led the vendor selection process for IT service management tools, resulting in cost savings of 71% over contract negotiations.

Affiliations

  • Member, IT Service Management Forum (itSMF) International
  • Member, Cloud Native Computing Foundation (CNCF)
  • Contributor, Best Practices for IT Service Restoration Guidelines, 2016
  • Participant, Lean IT Foundation Program, 2018
  • Certified Infrastructural Engineer, The Open Group Architecture Framework (TOGAF), 2017
  • Graduate, Harvard Extension School Certificate Program in Cloud-Based IT Solutions, 2016
  • Member, Cloud Security Alliance (CSA)
  • Speaker, Annual IT Vendor Relationship Management Symposium, 2017
  • Alumni, Global Agile Service Delivery Workshop, 2024
  • IEEE Certified IT Manager, 2015

Certifications

  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • Certified Protection Officer (CPO)
  • Certified ScrumMaster (CSM)
  • Microsoft Certified: Azure Fundamentals
  • Amazon Web Services (AWS) Certified Solutions Architect
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Microsoft Certified: Azure Solutions Architect Expert
  • Google Professional Cloud Architect
  • Certified Information Systems Auditor (CISA)
  • Certified DevOps Engineer (CDE)

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