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Skills

  • Customer satisfaction improvement
  • Knowledge base development and maintenance
  • Problem resolution
  • Effective communication across departments
  • Agile framework
  • Process improvement
  • IT infrastructure troubleshooting
  • Crisis management and escalation control
  • Root cause analysis
  • Cybersecurity Awareness Training

Work Experiences

  • Achieved 69% improvement in team efficiency.
  • Analyzed service desk trends.
  • Built cross-functional relationships across HubSpot technical teams to facilitate smoother escalations and improve mean time to resolution by 41%.
  • In charge of project coordination, which included defining scope, managing milestones, and maintaining positive relationships with all stakeholders in stakeholder engagement.
  • Coordinated remote support operations across 6 locations leading to seamless service continuity despite infrastructural challenges.
  • Achieved results in 2020.
  • Oversaw the implementation of the company's enterprise security strategy, which included network and hardware security, disaster recovery, data security, and endpoint security.
  • Created a performance evaluation system.
  • Successfully integrated warehouse management system software applications so that tasks could be managed from a central location.
  • Decreased manual ticket processing time by 32%.

Summaries

  • Aligned service delivery with organizational goals.
  • Customer satisfaction is our top priority, so we focus on delivering high-quality technical solutions.
  • Achieved a 55% reduction in backlog.
  • Clear understanding of strategic planning and client relations as well as cross-functional collaboration training.
  • Achieved 17% improvement in SLA adherence.
  • A well-rounded team leader adept at process improvement and automation initiatives, reducing resolution times by 67% while enhancing transparency via new system deployments.
  • Service Desk Team Leader is a multi-talented Service Desk Team Leader who is consistently rewarded for planning and operational improvements.
  • Accomplished this in 2021.
  • Adept in streamlining service desk workflows by migrating to metric, achieving a 84% faster resolution rate and a 29% decrease in ticket backlog.
  • Achieved a 79% drop in user-related issues.

Accomplishments

  • Regularly conducted team performance reviews and adjusted strategies accordingly, leading to a 51% improvement in customer feedback scores.
  • Resolved product issue through consumer testing.
  • Introduced a new ticket triage process which resulted in a 85% decrease in ticket escalations and improved first call resolution rates.
  • Led a 12-member service desk team, maintaining seamless operations and achieving a 67% reduction in downtime during critical incidents.
  • Leveraged Adobe Creative Suite to automate ticket categorization and prioritization, speeding up response times and improving ticket accuracy.
  • Collaborated with marketing to improve the incident reporting process, resulting in a 40% improvement in interdepartmental project delivery times.
  • Trained and mentored junior service desk analysts, improving overall team performance and knowledge retention, and reducing error rates.
  • Created and enforced a structured employee onboarding and training program, reducing new-hire ramp-up time by 68%.
  • Developed and implemented a comprehensive KPI tracking system that boosted team efficiency by 47% and improved customer satisfaction rates over three years.
  • Revised service desk operational guidelines to ensure better compliance with ITIL best practices, significantly improving incident ticket closure rates by 59%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Cyber Infrastructure and Operations Professional Association (CIOPA)
  • American Medical Informatics Association
  • Society of Human Resource Management
  • Project Management Institute
  • Active engagement with the International Institute of Business Analysis (IIBA)
  • Member of Jira Service Management Forum (ISMf)
  • ISACA Certified Information Security Manager (CISM)
  • Association for Computing Machinery
  • American Society of Safety Professionals

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • ITIL 4 Specialist: Create, Deliver & Support (CDS)
  • Certified Practitioner in PRINCE2
  • Lean Six Sigma Green Belt Certification
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Information Technology Service Manager (CITSM)
  • Project Management Professional (PMP) Certification
  • ServSafe

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