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Skills

  • Communications
  • Business operations
  • Mac systems
  • Root cause analysis
  • TCP/IP
  • ITIL methodology
  • Cross-functional team collaboration
  • Operational improvement
  • Team building
  • Team management

Work Experiences

  • Analyzed and resolved escalated issues for high-profile clients, substantially increasing client retention rates by 77% in 2017.
  • Achieved a 16% reduction in customer complaints.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Worked closely with SAP and Jira users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Achieved results over one year.
  • Collaborated with cross-functional teams to develop and streamline workflows, reducing ticket resolution time by 36% and consistently exceeding performance metrics.
  • Achieved 39% of operational goals yearly.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 6 new accounts.
  • Coordinated projects across 18 departments.
  • Consistently met key milestones ahead of schedule.

Summaries

  • Consistently led to service delivery optimization.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Excellent Service Delivery Associate with 7 years of experience providing exceptional support to users at all levels.
  • Achieved faster resolutions.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Championed resource allocation.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • ServiceNow expert and Salesforce user.
  • Effectively troubleshoots and resolves issues on its own.

Accomplishments

  • Identified and mitigated risks during service delivery projects, achieving 51% compliance with client expectations.
  • Led the consolidation of services across 10 systems, resulting in $9 cost savings and operational efficiency improvements.
  • Managed the successful transition of 18 services to cloud infrastructure, maintaining 73% data integrity and compliance.
  • Resolved product issue through consumer testing.
  • Spearheaded a service quality enhancement program, cutting customer complaints by 81% within two years.
  • Hosted bi-weekly team huddles to proactively identify service blockers, reducing issue escalations by 77%.
  • Collaborated with team of 8 in the development of framework.
  • Implemented a new incident management protocol that decreased average resolution time by 5 hours.
  • Led enterprise service migration project to initiative, achieving 68% service availability with zero disruptions.
  • Coordinated with external vendors for service maintenance, achieving 23% application uptime for mission-critical services.

Affiliations

  • High Performance Support Group (HPSG) - Networking and learning with peers to exceed performance goals in quick resolution of high-priority service issues.
  • Project Management Institute (PMI) - Completing Six Sigma in project management, focused on improving service delivery workflows and processes.
  • International Process Improvement Association (IPIA) - Collaborated with leaders in process refinement and bottleneck elimination to exceed efficiency KPIs.
  • Freemason
  • Global IT Service Desk Association (GISDA) - Joined to broaden expertise in global service management and issue escalation reduction strategies.
  • Project Management Institute
  • International Council of Nurses
  • Association for Information Management (AIIM) - Leveraged best practices for process streamlining, increasing service request resolution speed.
  • Technical Support Alliance Network (TSANet) - Worked with affiliated organizations to ensure seamless workflow between teams, reducing issue-handoff delays.
  • Global Institute for IT Service Excellence (GITSE) - Focused on aligning service management mechanics with global best practices in ITIL and process improvement.

Certifications

  • Certified ScrumMaster (CSM)
  • Certified IT Asset Manager (CITAM)
  • First Aid/CPR Certified
  • Certified Customer Service Manager (CCSM)
  • Certified Cloud Practitioner – AWS
  • ServSafe
  • Microsoft Certified: Azure Fundamentals
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Information Systems Auditor (CISA)

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