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Skills

  • Data-driven decision making
  • Risk assessment and mitigation
  • Continuous process improvement
  • Vendor management
  • Performance metrics analysis
  • Program equipment
  • Regulatory compliance
  • Root Cause Detection and Correction
  • KPI Development and Monitoring
  • Incident Management

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Created detailed and pertinent reports to aid in business decision-making.
  • Collaborated with operations on post-implementation review.
  • Achieved results over two years.
  • Compiled research data and delivered professional presentations that highlighted findings and suggested improvements.
  • Awarded Excellence Award for innovation in service management.
  • Audited configuration management processes for Adobe Creative Suite.
  • Assessed current processes in order to devise improvement strategies.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Contributed to SLA adherence improvement of 30%.

Summaries

  • Achieved a 74% reduction in incident resolution times.
  • To increase productivity and job performance, be knowledgeable about best practices, leadership strategies, and employee motivation.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Cross-functional team leader with a proven record of improving ITSM workflows and enhancing vendor coordination to reduce incident volumes by 58%.
  • Achieved a 57% improvement in customer satisfaction by driving continuous process improvements and excellent service level governance.
  • Adopted ITIL practices.
  • Created automated dashboards.
  • Costs were consistently reduced while profits were increased.
  • Service Management Analyst is a multi-talented Service Management Analyst who is consistently rewarded for planning and operational improvements.
  • Dedicated to improving cost, process, and resource efficiency.

Accomplishments

  • Partnered with vendor teams to optimize service integrations, yielding a 59% decrease in service disruption incidents.
  • 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.
  • Implemented a proactive service request monitoring system, identifying repeat issues preemptively, cutting service interruptions by 10 incidents in several months.
  • Trained 11 new hires on the service desk automation tool, increasing team efficiency by 28% within several months.
  • Generated 5 detailed SLA compliance reports, enabling leadership to allocate resources more effectively and reducing SLA breaches by 67%.
  • Established periodic stakeholder reviews, driving continuous service improvement and reducing customer complaints by 74%.
  • Collaborated with compliance to design and launch an incident reporting tool that increased transparency in ongoing projects, reducing escalations by 75%.
  • Designed a collaborative post-incident review process that minimized ticket reopenings, improving overall service quality by 32%.
  • Led system performance audits for Tableau, identifying key inefficiencies and delivering actionable insights that improved uptime by 4%.

Affiliations

  • International Association of IT Asset Managers (IAITAM) 2023-2024
  • Help Desk Institute (HDI) Certification - 2022
  • American Medical Informatics Association
  • American Society of Safety Professionals
  • Root Cause Analysis Methodology Certification 2021-Present
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • International Council of Nurses
  • Risk Management Society (RIMS) Member 2015-Present
  • Association for Supply Chain Management (APICS)

Certifications

  • Customer Service Excellence - Certificate (Meridian)
  • Certified Service Management Professional (CSMP) - Ironclad Systems
  • Apple Certified Associate (ACA)
  • Certified in Risk and Information Systems Control (CRISC) - Cedar Works
  • Certified Scrum Product Owner (CSPO) - Vantage
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP)
  • Scrum Master Certified (SMC) - Cedar Works
  • Certified Agile Service Manager (CASM) - Beacon Labs

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