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Skills

  • Team leadership and development
  • Customer support KPI tracking
  • Process improvement methodologies
  • Service Uptime Improvement
  • Systemic outage prevention
  • IT service management using HubSpot
  • Training and certification program management
  • Negotiation and Conflict Resolution
  • Service disruption resolution
  • Service Performance Benchmarking

Work Experiences

  • Conducted service operations reviews.
  • Achieved compliance in 2017.
  • Achieved an Excellence Award for operational excellence.
  • Collaborated closely with clients to understand their evolving service needs, tailoring offerings that boosted renewal rates by 29%.
  • Achieved a 61% improvement in decision-making speed.
  • Achieved President's Club for best service operations team after exceeding predefined performance benchmarks by 36%.
  • Achieved a 41% reduction in error rates.
  • Achieved a 30% improvement in customer support KPIs.
  • Achieved a 85% improvement in resolution tracking.
  • Achieved a 58% first-time resolution rate.

Summaries

  • Cut response times by 7 minutes.
  • Cut maintenance downtime by 3 hours per week.
  • Achieved 79% faster resolution times.
  • Demonstrated strong project management skills.
  • Achieved operational cost reductions of 7.
  • Boosted service consistency metrics.
  • Driven by operational excellence.
  • Achieved a 74% improvement in team responsiveness.
  • Consistently improved service KPIs.
  • Achieved a 37% increase in service uptime.

Accomplishments

  • Orchestrated efforts across departments to achieve ITIL compliance, which contributed to the company's annual Employee of the Year achievement.
  • Integrated real-time data analytics into daily operations monitoring, improving readiness to address disruptions and decreasing downtime by 57%.
  • Ensured operational continuity during unforeseen disruptions by implementing a contingency plan that mitigated risk and reduced financial loss by 55%.
  • Mentored junior team members on ITIL best practices, which contributed to an overall improvement of workflow efficiencies and team capacity by 35%.
  • Overhauled vendor relationship protocols, decreasing incident backlog by 61% and enhancing performance through collaborative feedback.
  • Managed the efficient resolution of escalated issues, maintaining a 62% first-call resolution rate with a focus on enhancing customer satisfaction.
  • Created and managed comprehensive service disruption reports that were shared with senior stakeholders, leading to data-driven decision-making that reduced downtime by 12 hours.
  • Spearheaded the adoption and training for Workday, elevating team technical capabilities and reducing overall tool-based errors by 52%.
  • Played an active role in training frontline staff on incident management processes, raising overall team performance and helping to reduce resolution times by 36%.
  • Reduced response time to system outages by 16% through the implementation of a Tier 1 escalations team empowered to handle critical incidents.

Affiliations

  • Volunteer for the Boston Crisis Management Council, providing consultancy for service escalation and incident response
  • Member of the International Association of Information Technology Asset Managers (IAITAM) since 2022
  • Affiliated with the Association of Information Systems (AIS) for best practices in IT operations management since 2020
  • Completed certification in cost-optimization strategies for service operations improvement through the Financial Management Association in 2022
  • Affiliated with the National Institute of Standards and Technology (NIST) working group on operational resilience best practices
  • Active participant in the Emergency Management Association (EMA) working group for Disaster Recovery Planning 2018
  • Completed IT Service Management certification from program, part of ongoing professional development through itSMF
  • Leadership role in the Disaster Recovery Institute International (DRI) chapter in Chicago
  • Certified in Vendor Management Techniques through the Institute for Supply Management (ISM) in 2016
  • Served as a mentor in the Service Operation Coordination Internship Program at metric in 2018

Certifications

  • Certified Service Management Professional (CSMP) - Vantage
  • Certified ITIL 4 Foundation, Harbor & Co.
  • PRINCE2 Foundation and Practitioner Certification, 2022, Raleigh
  • Certified Enterprise IT Service Manager (CEITSM), Brightline, 2019
  • Service Performance Metrics and Reporting Specialist (SPMRS), Lakeside Partners
  • Certified in Governance of Enterprise IT (CGEIT), Vantage
  • Certified Support Center Manager (CSCM) – Ironclad Systems
  • Certified Professional in Business Process Management (BPM), Ironclad Systems
  • Certified Problem and Incident Manager (CPIM) - Lakeside Partners
  • Certified Service Desk Manager (CSDM) - Harbor & Co.

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