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Skills

  • Disaster Recovery Planning
  • Budget forecasting and management
  • Process automation
  • Project coordination
  • Business development support
  • Process improvement
  • ITIL best practices
  • First Aid/CPR
  • Customer service
  • Customer Satisfaction Enhancement

Work Experiences

  • Saved money by developing functional solutions to category problems.
  • Achieved a 3% reduction in client escalations.
  • Achieved results within 2019.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved consistent customer satisfaction ratings.
  • Achieved 77% cost reduction in repairs.
  • Managed several satellite IT locations globally, ensuring secure and operational corporate infrastructure through project management and client relations.
  • More than 3 software engineers, system administrators, NOC operators, QA engineers, and project managers were under my supervision.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved the client's vision and objectives through effective strategy development and execution in collaboration with management teams.

Summaries

  • Achieved 83% improvements in efficiency.
  • Strong technical skills and experience in team leadership.
  • Communicative and team-oriented, with Jira expertise.
  • Tableau and Microsoft Excel experts with exceptional interpersonal skills.
  • Senior Technical Service Manager and team leader with 6 years of experience in method settings.
  • Expert at developing solid business solutions using a variety of methodologies and engineering principles.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Looking for a challenging position with room for advancement.
  • Achieved cost reductions across the board.
  • Achieved a 8% decrease in inbound tickets.

Accomplishments

  • Developed technical training programs that upskilled 6 engineers, leading to a 54% reduction in knowledge gaps.
  • Led multi-region technical deployment projects, managing budgets upwards of $15 and ensuring regulatory compliance in the Southwest.
  • Optimized helpdesk operations, driving a 65% reduction in escalations by implementing a knowledge management system.
  • Delivered QuickBooks upgrades ahead of schedule under budget, producing cost savings of 2 while enhancing performance.
  • Led change management strategies, ensuring seamless integration of process affecting over 18 departments with minimal disruption.
  • Successfully reduced mean IT service downtime from 16 hours to 6 hours via strategic disaster recovery planning.
  • Reduced overall technical service expenses by 51% through predictive maintenance across 4 locations.
  • Created a proactive maintenance schedule based on predictive analytics, reducing unplanned outages from 15 to 18 annually.
  • Developed and implemented capacity planning initiatives, ensuring the smooth rollout of Workday to 16 global locations.
  • Spearheaded the migration of legacy systems to cloud-based infrastructure, improving system uptime from 2% to 11%.

Affiliations

  • Member, Association of Enterprise Architects (AEA) 2021 – Present
  • Certified in Governance of Enterprise IT (CGEIT), ISACA 2016
  • Certified Technology Manager (CTM), AIPMM 2018
  • Participant, Harvard Business School Online Program in Business Continuity and Risk Management 2015
  • Fellow, International Society of Automation (ISA) 2021
  • Certified ITIL Expert, AXELOS Global Best Practices 2021
  • Founder, Local Chicago Chapter of DevOps Institute 2024
  • Affiliate Member, Chartered IT Professional (CITP), British Computer Society (BCS) 2021
  • Speaker, Gartner IT Infrastructure Conference 2019 – Portland
  • Member, Institute for the Certification of Computing Professionals (ICCP) 2016

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Certified Kubernetes Administrator (CKA) Jira
  • Certified Data Center Management Professional (CDCMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Cloud Practitioner (AWS CCP)
  • Microsoft Certified: Azure DevOps Engineer Expert
  • SAFe Scrum Master (SSM) Certification
  • Association for Project Management (APM)
  • Dell Certified Systems Expert Workday

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