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Skills

  • Executive-level reporting and presentations
  • RFI Scanners
  • Security systems
  • Time management and prioritization
  • End-to-end service delivery
  • Digital transformation and IT modernization initiatives
  • Problem resolution
  • Planning and coordination
  • Communications
  • Team building

Work Experiences

  • Achieved a 44% reduction in system performance issues.
  • Achieved 82% restoration of services post-crisis.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Finished initiative of project, which resulted in method.
  • Was in charge of all tasks delegated to me, including project management and data analysis.
  • Went over established procedures to see where they could be improved.
  • Improved framework storage procedures to boost efficiency and cut labor costs.
  • Conducted research and analyzed the content of records to make disclosure decisions.
  • Advised clients on ITIL-based Service Management strategies.
  • Achieved an annual reduction of incidents by 5 cases.

Summaries

  • 13 years of experience in service management.
  • Achieved procedure across 11 sites.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Through research, optimization, and system development, successfully drives organizational change.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Service Management Consultant.
  • Procedure and process have a proven track record.
  • Well-organized when it comes to investigating causes and determining the best solutions to any problem.
  • Looking forward to taking on a new challenge with a successful team.
  • Program, category, and method are all available.
  • With a flexible and resourceful approach, skilled at stepping into different areas.

Accomplishments

  • Developed and launched a knowledge management system that reduced incident resolution times by 78% and decreased new hire onboarding times by 10%.
  • Partnered with cross-functional teams to streamline ITIL-based service management processes, delivering a 64% improvement in service-level agreement (SLA) adherence.
  • Analyzed service management data to provide executive reports, which informed key decisions and enhanced business outcomes. Productivity increased by 52% due to these insights.
  • Reduced costs associated with service level breaches by implementing real-time performance tracking, saving the company $3 annually.
  • Created a successful service desk performance scorecard that was used to monitor KPIs, increasing service desk productivity by 22%
  • Directed a multi-phase IT modernization initiative, overseeing a 48% boost in operational efficiency across the organization.
  • Facilitated compliance audits in collaboration with external regulatory agencies, passing with 7% compliance and avoiding fines exceeding $8.
  • Assembled a cross-functional task force to address service interruptions, decreasing the overall Mean Time to Restore (MTTR) by 80% through enhanced collaboration.
  • Championed the integration of machine learning algorithms into the support framework, enhancing ticket categorization accuracy by 50%, and reducing escalation incidents.
  • Devised and executed service improvement initiatives, resulting in a 68% reduction in major incidents year-over-year.

Affiliations

  • Regular attendee and participant in the annual ITIL Practitioner Meetup (2015 - Present)
  • Certified Lean IT Professional (2016 - Present)
  • Committee Member for Beacon Labs's ITSM Strategy Group (2024)
  • Certified Member of the ServiceNow User Group (2019 - Present)
  • Speaker for ITSM Best Practices Discussion at method (2020)
  • Project Management Institute (PMI) certification holder with a focus on IT projects (2024)
  • Chairperson of the Incident Management Committee at Lakeside Partners (2024)
  • Certified Instructor for ITIL training programs (2018 - Present)
  • Member of ISO/IEC Service Management Standards Group (2023 - Present)
  • Member of DevopsDays (2015, Portland)

Certifications

  • Google Certified Professional Cloud Architect
  • American Academy of Financial Management (AAFM)
  • Certified Problem and Incident Management Specialist
  • Lean IT Foundation Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Process Design Engineer (CPDE)
  • Cisco Certified Network Associate (CCNA)
  • PRINCE2 Foundation Certificate in Project Management
  • Salesforce
  • HDI Support Center Director Certification

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