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Skills

  • Data entry
  • Client relationship management
  • Escalation process standardization
  • Procedure equipment
  • Continuous process improvement
  • Process optimization
  • Customer service
  • Application support
  • Relationship development
  • Change management strategies

Work Experiences

  • Used stakeholder engagement and strategic planning to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Collaborated on the development of a service catalog, which improved customer clarity on deliverables and shortened on-boarding timelines by 13%.
  • Acted as the primary point of contact for escalations, decreasing average resolution time for critical issues by 9 hours.
  • Achieved a 26% increase in uptime.
  • Collaborated with cross-functional teams to streamline service delivery processes, improving incident response times by 62%.
  • Achieved improvements across 18 months.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Achieved results within the first several months.
  • Led a support team that assisted an average of 14 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Strengths in cross-functional collaboration and client relations backed up by Miscellaneous training.
  • Workday expert and Microsoft Excel user.
  • Advanced problem-solving skills in handling high-severity tickets, reducing average ticket resolution times by 70%, ensuring the smooth delivery of critical services.
  • Achieved up to 37% faster recovery times.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • ITIL and PMP are proudly certified.
  • Service Delivery Consultant with 9 years of successful vendor management and workflow optimization experience.
  • Adept at collaborating with sales and marketing teams to introduce profitable new service offerings and realize revenue growth of $6 in 2020.
  • Achieved savings of more than $10.

Accomplishments

  • Resolved product issue through consumer testing.
  • Spearheaded the integration of a proactive monitoring solution, preventing potential IT infrastructure outages and saving the organization $191,000 in downtime costs annually.
  • Implemented ITIL-based service delivery strategies that reduced service costs by 28% without compromising quality.
  • Utilized thorough root cause analysis to resolve recurring service issues, resulting in a 48% decrease in incident backlog within two years.
  • Partnered with the business continuity planning team, ensuring uninterrupted service delivery during disaster recovery situations.
  • Championed cross-functional collaboration to deliver comprehensive service documentation, reducing onboarding time for new hires by 63%.
  • Trained 17 frontline service representatives on advanced troubleshooting techniques, enhancing first-contact resolution rates by 34%.
  • Facilitated knowledge transfer workshops for junior consultants, improving the team’s collective problem-solving efficiency by 65%.
  • Collaborated with team of 16 in the development of method.
  • Introduced automated reporting tools that saved 13 man-hours per week and improved decision-making with real-time data.

Affiliations

  • Project Management Institute
  • Society for Information Management (SIM)
  • Association for Conflict Resolution (ACR)
  • Association of Information Technology Professionals
  • Project Management Institute (PMI)
  • Toastmasters International for Leadership and Public Speaking Development
  • Freemason
  • Rotary International
  • Association for Specialist Service Delivery (ASSD)
  • International Association of Administrative Professionals

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Service Manager (CCSM) by Meridian
  • Kubernetes Certified Application Developer (CKAD)
  • TOGAF 9.2 Certification
  • Certified Incident Manager (CIM) by Cedar Works
  • Agile Project Management (AgilePM)
  • Project Management Professional (PMP)
  • Prince2 Foundation & Practitioner
  • Certified in Risk and Information Systems Control (CRISC)
  • Certified Delivery Manager (CDM) from system

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