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Skills

  • Goal setting
  • Trend forecasting
  • Insurance billing
  • Team building
  • Relationship development
  • Inventory management
  • Customer service
  • ITIL best practices
  • Policy/program development
  • Compensation/benefits administration

Work Experiences

  • Took part in organizational transformation and implementation activities and successfully managed 2 corporate restructurings.
  • Reduced financial discrepancies by 15% by implementing client relations and project management.
  • Kept track of progress by making plans, budgeting, and calculating results.
  • Implemented comprehensive onboarding and training programs, exceeding sales targets and employee retention goals set by the team.
  • Devised and implemented effective sales strategies that resulted in the team's monthly sales goals for SAP being exceeded.
  • Provided Miscellaneous and Miscellaneous clients with business management and leadership skills.
  • Achieved Excellence Award in regulatory compliance standards.
  • Worked with employees to improve customer satisfaction, streamline procedures, and increase bottom-line profits.
  • Accelerated skill development.
  • Improved traceability by establishing systems for contracts, records, reports, and agendas.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Expert in method with a strong aptitude for launched and coordinated.
  • Successfully implemented strategic approaches to drive profitability and sales by a highly motivated and driven General Manager.
  • Expert at using in-depth knowledge of industry trends and shifts to provide valuable insights into new growth and expansion opportunities.
  • Looking for an exciting organization with which to build a successful career.
  • Recognized for operational, customer service, system, and program excellence.
  • Process improvement in program settings and performance reporting in team leadership settings.
  • Metric, framework, and method are all available.
  • Motivating leader who has built and managed program teams in the past.
  • Operations Center Support Supervisor with extensive experience in cross-functional collaboration and stakeholder engagement.

Accomplishments

  • Supervised a 24/7 operations center to maintain seamless service continuity, surpassing SLAs by 51% for 5 consecutive quarters.
  • Monitored and analyzed KPIs and SLAs to ensure superior service delivery, resulting in 56% increase in customer satisfaction.
  • Trained and mentored 16 team members, producing a talent pipeline that increased internal promotions by 55%.
  • Proactively implemented and monitored risk mitigation strategies, reducing operational risks and preventing 16 potential system failures.
  • Helmed a root cause analysis initiative that contributed to a 42% decrease in recurring system outages.
  • Led targeted security audits, achieving PMP in cybersecurity compliance and reducing vulnerabilities by 73%.
  • Completed PMP training on Microsoft Excel, increasing team capability to handle Power BI incidents by 48%.
  • Simplified monitoring procedures by restructuring routine checklists, contributing to a 30% reduction in missed alerts.
  • Partnered with vendors to deploy system patches proactively, resulting in a OSHA for consistent uptime standards.
  • Resolved 7 high-priority cases weekly while staying within defined SLAs, contributing to a 48% retention rate improvement.

Affiliations

  • Member of the Service Desk Institute (SDI), applying their recognized training materials for continuous improvement in SLA management (2019 to Present).
  • Participant in the National Institute of Standards and Technology (NIST) working group on Information Technology systems risk management (2019 to Present).
  • Served as a panelist at the National Operations Center Symposium to share best practices in central monitoring system deployment (2016).
  • Current affiliation with the Information Technology Industry Council (ITIC) Member Network (2018 to Present), enhancing knowledge in centralized monitoring implementation.
  • Certified Network Operations Specialist through process, credential received in 2016.
  • Recipient of the Top Performer for excellence in infrastructure upgrade deployment, awarded by Beacon Labs in 2022.
  • Active with the International Society of Automation (ISA) in the network and safety program, learning industry-leading monitoring methodologies (2023).
  • Member of the International Facility Management Association (IFMA) with a focus on operational support systems and workflows (2020 to Present).
  • Achieved Service Operational Excellence (SOE) certification from process in 2016.
  • Initiated membership in the Association of Contingency Planners (ACP), enhancing disaster readiness and incident coordination tactics (2021 to Present).

Certifications

  • Cisco Certified Network Associate (CCNA)
  • ServSafe
  • Certified Public Accountant (CPA)
  • ServiceNow Certified System Administrator
  • Certified Ethical Hacker (CEH)
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP)
  • Association for Project Management (APM)
  • Certified Operations Manager (COM)
  • Certified Technology Manager (CTM)

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