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Skills

  • Relationship development
  • Escalation management
  • Problem resolution
  • ITIL process implementation
  • Knowledge base development and maintenance
  • Supervision
  • Time management and prioritization
  • Knowledge of Active Directory
  • First-call resolution strategies
  • Requirements analysis

Work Experiences

  • Created a performance evaluation system.
  • Collaborated on automation projects that decreased manual ticket processing time by 63%, increasing productivity across the service desk by 12 hours per week.
  • Found computer hardware and network system problems and used troubleshooting techniques to fix them.
  • Achieved 69% improvement in team efficiency.
  • Collaborated with IT security teams to implement multi-factor authentication for ServiceNow, reducing credential-related tickets by 55% within 2022.
  • Analyzed service desk trends.
  • Achieved Excellence Award for exceptional customer service.
  • Accomplished within 2023.
  • Collaborated with IT security teams.
  • Achieved 23% cost-savings.

Summaries

  • Problem-solving, request for proposal development, technology needs assessments, and staff training are all skills she possesses.
  • Achieved a 56% boost in overall customer satisfaction.
  • Building positive relationships with internal and external stakeholders for 4 years is a successful 7-year track record.
  • Achieved a 85% improvement in first-call resolution rates.
  • Achieved service desk efficiencies.
  • Service Desk Team Leader with 4 years of successful risk assessment and data analysis experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • IT Manager with extensive experience in infrastructure technology, security planning, and day-to-day operations management.
  • Adept in streamlining service desk workflows.
  • Adept team leader in process improvement.

Accomplishments

  • Minimized downtime during a major system upgrade by effectively coordinating communication among stakeholders, reducing business impact by 76%.
  • Consistently met or exceeded service level targets by using metrics-driven insights to drive day-to-day service desk operations.
  • Created and enforced a structured employee onboarding and training program, reducing new-hire ramp-up time by 68%.
  • Leveraged data-driven insights from QuickBooks to strategically allocate resources during peak times, improving response speed by 84%.
  • Regularly conducted team performance reviews and adjusted strategies accordingly, leading to a 51% improvement in customer feedback scores.
  • Executed technical root-cause analysis for recurring incidents, driving a 66% reduction in overall system outages within three years.
  • Led post-mortem incident analysis sessions, generating actionable reports to prevent future recurrences and reduce similar incidents by 33%.
  • Resolved product issue through consumer testing.
  • Orchestrated a successful disaster recovery drill involving 16 staff, resulting in a refined incident management protocol with 69% improved readiness.
  • Led a 12-member service desk team, maintaining seamless operations and achieving a 67% reduction in downtime during critical incidents.

Affiliations

  • Society of Human Resource Management
  • Member of the Professional Service Desk Managers Network
  • Project Management Institute
  • Service Desk Institute (SDI) - Certified Support Leader
  • International Association of IT Asset Managers (IAITAM)
  • Membership in the Global IT Service Management Leaders
  • Member of Jira Service Management Forum (ISMf)
  • Help Desk Institute (HDI) - Certified Support Professional
  • Cyber Infrastructure and Operations Professional Association (CIOPA)
  • Toastmasters

Certifications

  • ITIL 4 Managing Professional (MP)
  • Cobit 2019 Foundation Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Customer Service (CPCS)
  • SHRM Certified Professional (SHRM-CP)
  • HDI Support Center Analyst (HDI-SCA)
  • ISO/IEC 20000 Certification for IT Service Management
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA A+ Certification

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