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Skills

  • Extremely organized
  • Risk mitigation
  • Methodology implementation
  • Process implementation
  • Skilled in Workday
  • Product testing
  • User interface understanding
  • Incident Management
  • Self-motivated
  • Change Management

Work Experiences

  • Aligned service delivery with business objectives.
  • Achieved Outstanding Service Award for exceptional performance.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Delivered personalized IT solutions for enterprise clients.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Addressed performance bottlenecks.
  • Decreased escalations.
  • Demonstrated excellence by earning Outstanding Service Award for delivering service improvements with a 31% boost in client satisfaction.
  • Consistently recognized for excellence in customer-centric IT service delivery.

Summaries

  • Adept at aligning IT service processes.
  • Expert at setting up computers, servers, and peripheral devices to work within company and security guidelines.
  • Design and development of successful system embedded software applications in the past.
  • Collaborative leader in ITSM.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Fast worker who can solve problems quickly and provides excellent customer service.
  • Achieved a 59% increase in system uptime.
  • Adopted best practices.
  • Collaborated across multiple teams.
  • Accomplished in IT governance and compliance, delivering streamlined service operations that adhere to industry standards and best practices.

Accomplishments

  • Developed and implemented disaster recovery protocols for 4 sites, improving system resilience by 24%.
  • Managed IT budgets and resource allocation, aligning costs with business goals and reducing unnecessary expenditure by 85% without compromising service quality.
  • Reduced ticket backlog by 69% by creating a self-service knowledge portal, leading to better team efficiency.
  • Migrated 17 mission-critical applications to a hybrid cloud environment, ensuring zero service interruption.
  • Documented and resolved program which led to procedure.
  • Successfully transitioned 17% of the company’s IT infrastructure to a cloud-based service, significantly reducing operational costs.
  • Leveraged automation tools to schedule routine health checkups of systems, reducing manual intervention and improving operational efficiency by 71%.
  • Standardized incident resolution processes across 18 systems, reducing system downtimes by 82% during maintenance windows.
  • Improved system uptime by 19% after leading a virtualization upgrade for 14 key infrastructure components.
  • Standardized configuration across 17 locations, ensuring zero configuration drift and improving compliance audit scores by 15%.

Affiliations

  • Contributor, Service Level Management (SLM) Industry Research, 2018
  • Volunteer, IT Operations Best Practices Committee, 2017
  • Certified Infrastructural Engineer, The Open Group Architecture Framework (TOGAF), 2017
  • Active participant, Tech for Good Community, focused on sustainable IT solutions
  • Member, IT Data Analytics & Service Reliability Group, 2016
  • Certified Data-Driven Decision Maker, Microsoft Certified: Data Analyst, 2017
  • Graduate, IBM Skills Academy in Service Delivery and IT Governance, 2023
  • Received Award for Best Risk Mitigation Strategy, Global IT Service Awards, 2023
  • Certified Integrator, Amazon Web Services (AWS) Cloud Practitioner, 2021
  • Member, Project Management Institute (PMI), Digital IT Transformation Group

Certifications

  • Certified Cloud Security Professional (CCSP)
  • Certified Information Systems Auditor (CISA)
  • Project Management Professional (PMP)
  • Certified in the Management of Risk (MoR)
  • Microsoft Certified: Azure Fundamentals
  • Certified DevOps Engineer (CDE)
  • Advanced IT Service Delivery Certification (Customized)
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • Certified Ethical Hacker (CEH)
  • ITIL 4 Managing Professional Transition

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