SUMMARY:

• Deliver mission - critical infrastructure projects and technologies. Demonstrate motivated and proactive behavior by leading, planning, coordinating and managing project deliverables to meet deadlines despite sudden changes in priorities. Strong communication and leadership skills with passion for solving challenging problems. Maximize benefits of IT investments while maintaining customer focus.
• Leading the standardized management services operations audits that covered 4 processes for the Americas region in aggressive 17 days, determining that we were largely, but not fully deployed.
• Successfully completing the project identifying gaps and establishing a baseline for continuous service improvement.
• Worked diplomatically across teams and other areas of the business to develop an offshore balance process and system workflows to focus primarily on third party vendor management, which resulted in improved service level agreements.
• Actively participated as a scrum team member working with the Product Owners and Project Managers on defining “ready for sale” and “ready for delivery” detail scope, release planning, business requirements and detailed research which translated into quality stories.
• Implemented Knowledge Management process and procedures for operational efficiency and to encourage knowledge sharing.
• Led and participated in various IT projects including, but not limited to:
• UCCE Testing and Migration.
• Cisco VoIP migration.
• PC Replacement.
• AD/Exchange migration.
• SW/HW testing, migration and training.

PROFESSIONAL EXPERIENCE:

Confidential, Ft. Mill, SC

Services Business Analyst

• Established and maintained liaison relationship with product owners and stakeholders in order to provide effective technical solutions.
• Assessed stakeholder needs utilizing a structured requirements process of gathering, analyzing, documenting and managing changes to ensure IT solutions were met.
• Balanced and managed workload using Confluence, Jira, Agile Scum and Kanban boards to assist in identifying and tracking business priorities.
• Coached and transferred knowledge by ensuring that work, information, ideas and technology flowed freely across teams resulting in fewer escalation tickets.

Service Delivery Training Analyst

• Collaborated with stakeholders to develop standards and best practices for consistent training, resulting in fewer user errors and quality data.
• Developed, tested, maintained and delivered moderately complex training courses in support of customer training objectives.
• Utilized measurement metrics to determine training effectiveness and identify areas for improvement, conducted regular audits to report back on training effectiveness.
• Approved, authored and published repeatable knowledge articles for quick resolution.

Service Desk Supervisor

• Served as the subject matter expert (SME), set priorities and resolved conflicting direction.
• Monitored / managed dashboards and commitments, ensuring that tickets were updated and / or closed in a timely manner resolving outstanding IT issues and escalations as part of enhanced customer service.
• Monitored the ACD queue assignment, voicemail, email, websites and all other incoming methods of communication to ensure quality standards were maintained.
• Identified and developed innovative approaches to address service gaps, disruptions and trends minimizing costs while achieving defined commitments.

Confidential

Desktop Support / PC Analyst II

• Participated in the planning, installation and implementation of new or modified technologies, office movies, training and testing.
• Onboarded new employees, created network accounts in MS Exchange / Active Directory, ordered and imaged laptops / desktops to meet the needs of the departmental requirements including the installation of Cisco secure encryption software.
• Escalated problems and issues that could impact customer satisfaction such as service that exceeded response time, repair time or lack of response to higher levels of support.
• Worked with vendors to solve problems with warranty and defective hardware and malfunctioning software.

Confidential, Charlotte, NC

Technology Support Specialist

• Opened, tracked and closed incident and service request tickets while ensuring ownership and promoting end user satisfaction.
• Performed day-to-day basic troubleshooting and problem solving of moderately complex computer related hardware / software, operating systems, servers and network problems.
• Supported mobile devices to include Apple iOS, Microsoft Windows, Android, Blackberry and maintained security profile administration for Active Directory and business applications.
• Assisted in creating, updating and implementing business processes to assist in resolving repetitive issues.

Confidential

Enterprise Support Specialist Team Lead

• Leveraged remote control technology (BOMGAR) while troubleshooting desktop and laptop problems.
• Utilized advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives and mapping network drives.
• Demonstrated strong attention to detail, problem solving and a desire to provide outstanding customer support.