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Skills

  • Operational improvement
  • Process Documentation and Standardization
  • Process improvement
  • Service Desk Automation
  • Relationship development
  • Continuous process improvement
  • Service improvement initiatives
  • First Aid/CPR
  • KPI Development and Monitoring
  • Business operations

Work Experiences

  • Conducted service management training programs.
  • Used on-site observation and personal interviews to identify individual employee strengths.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with cross-functional teams to streamline the ITIL problem management process, reducing ticket backlogs by 36%.
  • Collaborated with cross-functional teams.
  • Automated service request fulfillment processes, cutting down response time from several months to one year.
  • Audited configuration management processes for Adobe Creative Suite.
  • Restructured procedures in order to create and execute projects in collaboration with Service Management Analyst.
  • Adjusted configuration management processes for HubSpot.
  • Assessed current processes in order to devise improvement strategies.

Summaries

  • Achieved a 74% reduction in incident resolution times.
  • Achieved 42% adherence rate.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Within Shipping and Distribution, senior Service Management Analyst and outstanding performer in risk assessment and budget management.
  • Achieved a 65% reduction in service ticket backlogs.
  • Collaborated seamlessly with marketing teams to adopt ITIL practices, reducing incident resolution cycles and improving resource allocation efforts by 62%.
  • Addressing problems, investigating root causes, and implementing successful resolutions are all done in a well-coordinated manner.
  • Adopted ITIL practices.
  • Achieved a 85% reduction in downtime incidents.
  • Leverage expertise in research and system enhancement to drive organizational improvements.

Accomplishments

  • Collaborated with team of 17 in the development of framework.
  • Enhanced the existing incident management process by introducing regular post-implementation auditing, reducing ticket reopenings by 67%.
  • Generated 5 detailed SLA compliance reports, enabling leadership to allocate resources more effectively and reducing SLA breaches by 67%.
  • Reduced recurring system issues by 19% through a streamlined service review process and continuous improvement initiatives.
  • Optimized ticket triage procedures by implementing data-driven decision-making, resulting in a 53% faster resolution of high-impact incidents.
  • Authored comprehensive process documentation for Adobe Creative Suite upgrades, facilitating smoother team onboarding that reduced service incidents by 21%.
  • Enhanced service management reporting accuracy by integrating real-time data feeds, resulting in more timely SLA compliance updates and a 29% reduction in breaches.
  • Led incident review sessions, ensuring root causes were identified and tackling recurring issues reduced service downtime by 16 hours per month.
  • Collaborated cross-functionally to align problem management strategies with ITIL principles, leading to a 56% reduction in unresolved escalations.
  • Developed key performance indicators (KPIs) to better track incident resolution times, which resulted in a 31% increase in SLA adherence.

Affiliations

  • Systems, Applications, and Products (SAP) Service Management User Group 2018-Present
  • Association for Computing Machinery
  • Certified Information Systems Auditor (CISA) – 2017
  • American Society of Safety Professionals
  • Association for Operations Management (APICS) 2022-Present
  • National Association of Social Workers
  • International Association of IT Asset Managers (IAITAM) 2023-2024
  • Business Process Management (BPM) Association - 2016-Present
  • Society for Information Management (SIM) Member 2020–Present
  • Certified in Governance of Enterprise IT (CGEIT) - 2017

Certifications

  • Project Management Professional (PMP)
  • Certified in Risk and Information Systems Control (CRISC) - Cedar Works
  • Certified Problem and Incident Manager (CPIM) - Lakeside Partners
  • BDM® Business Decision Management Certification - Vantage
  • ISO/IEC 20000 Lead Auditor - Beacon Labs
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Cloud Security Professional (CCSP) - Harbor & Co.
  • Cobit 2019 Foundation Certification
  • Certified Public Accountant (CPA)
  • Certified Business Process Manager (BPM) - Lakeside Partners

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