IT Operations & Service Coordination Analyst

I coordinate IT equipment logistics for internal events, collaborating with technical hubs, technicians, and event teams to ensure equipment is prepared and deployed on time. I also provision replacement devices, loaners, and consumables across EMEA while maintaining accurate asset tracking and handover procedures.

I develop and test ServiceNow automation processes to reduce manual coordination and improve workflow transparency. My responsibilities include Senior Partner retirement transitions, customer experience tasks, new-hire onboarding, office transfers, process reviews, and training colleagues on logistics and support processes.

I processed ServiceNow tickets for broken, lost, and stolen device replacements, ensuring timely resolution and clear communication with end users. I owned replacement cases from intake through delivery or workaround implementation.

I coordinated with supply, finance, local offices, and technical hubs to deliver effective support. I maintained process documentation and implemented workflow improvements that increased speed, satisfaction, and operational transparency.

I provided technical assistance to McKinsey colleagues through phone, chat, and email channels. I supported issue resolution while collaborating daily with internal IT and development teams.

I contributed to the creation, documentation, and continuous improvement of knowledge resources as new issues and solutions emerged.

I provided B2B ticketing helpdesk support for AT&T business customers using Network on Demand, LNS, VPN, and Managed Internet Services. I created and managed tickets, communicated with technical departments, and provided customers with status updates.

I collected the information required for technician dispatch and supported efficient coordination between customers and technical teams.

I delivered front-line technical support for the U-verse product portfolio, including Internet, TV, and VOIP services, for the US market. I resolved a high volume of inbound customer inquiries while meeting strict SLA targets for volume and efficiency.

I used internal diagnostic tools to troubleshoot technical issues and coordinated technician dispatches for complex on-site repairs.