Solutions-oriented and achievement-driven professional with over ten plus years of experience in managing IT operations and project management. Innovative thinker and initiative taker with exceptional technical and analytical skills providing technical support and solutions to customers/users. Proven project management experience combined with expertise in strategic planning and quality control.
Coordinated and assigned tickets based on criteria and workload of each technician during the work week along with guidance on what needed to be addressed for the company users. Every day the ticket queue was assessed to determine which tickets were highly escalated and needed to be addressed in a timely fashion. At this point, was the third level of escalation for all requests and incidents reported by users and assigned technicians.
Responsible for actively and consistently supporting all efforts to simplify and enhance the customer experience. Had to manage escalation tickets for network and server issues including system down situations for certain locations
Coordinated projects until completion with third-party vendors/subcontractors. Participated in vulnerability management activities including meeting participation, threat assessments, application compatibility, remediation planning, validation framework documentation and CR paperwork and execution.
Successfully lead the NOC Facilities Repair Team which included 10+ techs in Charlotte, NC, and another 10+ techs remotely in Rochester, NY. Advising them on the quickest and most proficient ways of earning the customer’s trust.
Built relationships with internal and external customers to enable for a better performance for instance working with Still Secure to configure ProtectPoint devices. Worked directly with Still Secure personnel, HP technical support, and DELL technical support teams to facilitate equipment repairs.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Resourceful Engineering Program professional with a strong emphasis on cloud security and integration. Proven experience in building and nurturing stakeholder relationships, leading diverse projects, and driving solutions that exceed client expectations.
In my first 3 months at Dupont Practice Management, I developed a system to take insurance claims rejections down from 151 to less than 15. This was sustainable and rejection numbers remain below 15 currently.
I am a dynamic and results-oriented professional with a strong background in project management, client success, and technical analysis. Holding a Bachelor of Arts and Science from the University of Ottawa.
