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Skills

  • Process optimization
  • Technical troubleshooting
  • Process improvement
  • Incident Response Management
  • Invoice generation
  • Microsoft Excel
  • Client relationship management
  • Project management
  • Security systems
  • Communications

Work Experiences

  • Achieved a 66% customer satisfaction rate.
  • Conducted research, analyzed, and solved revenue management issues such as forecasting and inventory management.
  • Achieved SLA agreements 62% of the time.
  • Used Jira to compile data gathered from various sources.
  • Jira was delivered to customer locations by me.
  • Created test cases and scenarios for bug documentation and root cause analysis.
  • Achieved a 43% improvement in resolution times.
  • Analyzed service tickets over three years, identifying patterns that led to the creation of a knowledge base with 17+ articles for self-service.
  • Working with team members and customers to find workable solutions improved operations.
  • Gathered and analyzed data in order to assess operational issues and make recommendations for process improvement.

Summaries

  • Motivating leader who has built and managed category teams in the past.
  • Excellent judgment and decision-making skills for recommending best practices for complex data analyses.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Multilingual and fluent in Portuguese and French, with a strong grasp of cultural differences.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Service Analyst with project management and vendor management abilities.
  • Achieved savings over a the past year.
  • Achieved 75% churn reduction in 2023.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Communicative and team-oriented, with ServiceNow expertise.

Accomplishments

  • Established a data-based ticket prioritization model that improved response times for high-impact events by 26%.
  • Collaborated with the engineering team to implement a 15-step service diagnostics process, reducing escalations by 34% within three years.
  • Improved cross-functional collaboration by designing a standardized issue resolution protocol, reducing ticket handoff delays by three years.
  • Improved compliance reporting by automating data collection with Tableau, ensuring 69% accuracy and adherence to standards.
  • Redesigned the client feedback process with the marketing department, leading to a 85% increase in actionable insights.
  • Mentored junior analysts in developing their technical skills, improving team efficiency by 50%.
  • Led the implementation of a new helpdesk tool that improved ticket management efficiency, reducing backlog by 58%.
  • Resolved customer queries by leveraging a ticket prioritization system, resulting in a 49% faster resolution of priority cases.
  • Spearheaded data-driven optimizations in customer interactions that contributed to 84% improved response times and service delivery.
  • Led an initiative to automate service request workflows, resulting in a 52% reduction in manual ticket handling.

Affiliations

  • Member of the International Association of IT Service Management (IAITSM) since 2022
  • Affiliate of the Knowledge Management Professional Society (KMPro), focusing on knowledge base creation and automation
  • Member of the National Association of Service Managers (NASM), with an emphasis on performance metric optimization
  • Contributing author for the Professional Service Automation Forum (PSA), wrote articles on workflow automation
  • Volunteer consultant for the Association for Support Professionals (ASP), helping optimize company support service operations
  • Active participant in the International Service Innovation Group (ISIG) and engaged in discussions on service trend reporting
  • Attended professional development on Service Request Management through LinkedIn Learning, certified in 2 service tools
  • Association for Information Systems (AIS) member, actively networking in the service management chapter
  • Graduate of the Institute for Operations Research and the Management Sciences (INFORMS) Service Analytics Certification
  • IT Service Management Forum (itSMF) member, focusing on service lifecycle improvements

Certifications

  • Zendesk Certified Admin 2021 - (Zendesk HQ)
  • SAP Certified Application Associate
  • Google Certified Professional Cloud Architect
  • Certified Technology Business Management (TBM) Executive 2019 - (TBM Council)
  • Certified Problem and Incident Management Specialist 2023 - (ITSM Academy)
  • Certified Business Process Professional (CBPP) 2016 - (ABPMP International)
  • Cisco Certified Network Associate (CCNA)
  • Lean Six Sigma Green Belt 2019 - (Process Improvement Certification)
  • Certified Customer Experience Professional (CCXP) - 2017 - Customer Experience Professionals Association
  • SysAdmin, Audit, Network, Security (SANS) GIAC Certified 2019 - (SysAdmin)

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