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Skills

  • IT Change Advisory Board (CAB) Management
  • Communications
  • Relationship development
  • Enterprise-level software deployment
  • Organization
  • High-Priority Escalation Leadership
  • Business operations
  • IT Governance Frameworks
  • IT Service Catalog Maintenance
  • Data-driven decision making

Work Experiences

  • Developed and enhanced ITSM processes aligned with QuickBooks solution, increasing service delivery efficiency by 18%.
  • Achieved results within 2021.
  • Achieved a 21% improvement in customer satisfaction scores.
  • Was in charge of planning and implementing improvements to process improvement, strategic planning, and client relations.
  • Collaborated cross-functionally with service teams.
  • Designed and implemented a knowledge management process resulting in a 62% increase in first contact resolution rates.
  • Aligned processes with ISO standards.
  • Decreased downtime by 63% during one year.
  • Cut downtime by 18 hours annually.
  • Aligned with ITIL best practices.

Summaries

  • IT Manager with extensive experience in infrastructure technology, security planning, and day-to-day operations management.
  • Passionate about developing and implementing effective technology strategies.
  • Achieved over 79% SLA compliance.
  • Committed mentoring leader and change agent, helped train and upskill 16 IT process analysts, enhancing the team's Problem and Incident Management capabilities.
  • Achieved a 50% reduction in downtime.
  • Within Miscellaneous, senior ITSM Process lead and outstanding performer in risk assessment and performance reporting.
  • Achieved results over three years.
  • Collaborator with development teams to automate process, successfully cutting manual efforts by 52% and speeding up problem resolution.
  • Costs were consistently reduced while profits were increased.
  • Experienced in disaster recovery planning, roadmapping, and team development.

Accomplishments

  • Reduced major incident frequency by standardizing emergency change protocols, cutting incident-triggered escalations by 15%.
  • Introduced a service portfolio management process, enabling the IT team to align service offerings with business needs, increasing customer satisfaction by 57%.
  • Resolved product issue through consumer testing.
  • Developed metrics and KPIs to assess service management performance, leading to a 24% boost in operational efficiency.
  • Managed the ITSM release management framework, reducing failed deployments by 70% after implementing a more robust change validation process.
  • Identified opportunities for critical service improvements via data-driven analysis of tickets, driving up service ratings by 61%.
  • Facilitated the global integration of new ITSM frameworks, causing a notable improvement in service delivery times by 36% region-wide.
  • Led the creation of Service Level Objective (SLO) reports, improving visibility into key performance metrics by 75%.
  • Redesigned end-to-end request management flow, reducing ticket resolution times by 46% within the first 18 months after implementation.
  • Orchestrated the deployment of a centralized configuration management database (CMDB), improving asset visibility and reducing configuration conflicts by 68%.

Affiliations

  • Information Systems Audit and Control Association (ISACA)
  • Technical Risk Management Association (TRiMA)
  • International Association of Information Technology Asset Managers (IAITAM)
  • Event Management and Monitoring Solutions Summit 2022
  • Axelos Global Best Practice 2019
  • ServiceNow User Group (SNUG) member
  • Business Relationship Management Professional (BRMP) 2018
  • Certified Information Systems Security Professional (CISSP) - 2016
  • Certified in Governance of Enterprise IT (CGEIT)
  • Society of Women Engineers

Certifications

  • CompTIA Network+
  • HDI Certified Support Center Manager (HDI-SCM)
  • CompTIA A+ Technician
  • Agile Foundation Qualification
  • Certified Problem Manager (CPM)
  • IT Infrastructure Library (ITIL) 4 Managing Professional
  • Salesforce
  • ServSafe
  • ISO/IEC 27001 Lead Implementer Certification
  • Six Sigma Green Belt Certification for IT

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