ITIL Certified Incident & Operations Manager with advanced expertise in Root Cause Analysis on ServiceNow and Salesforce platforms. Proven record in project delivery, scheduling, and process optimization across legal and tech environments. Actively pursuing Account Management roles to drive account transformation and cross-functional collaboration.
Conducted high-severity case analysis and prioritized responses. Evaluated response times, Root Cause Analysis, and led continuous improvement initiatives. Coordinated maintenance windows, delivered executive reports, facilitated QBRs, and directed cross-functional teams to streamline order processing workflows. Administered and improved the change management process.
Managed major incident bridges end to end, coordinated global support teams, addressed critical escalations, and delivered precise communication with internal and external stakeholders. Managed team scheduling for follow-the-sun coverage and coordinated training for pooled accounts.
Coordinated order fulfillment processes to improve delivery accuracy and on-time customer shipments. Monitored quality control checkpoints, communicated order status, optimized inventory allocation, and coordinated order adjustments with suppliers to improve supply chain reliability. Participated in the company STEM leadership team.
Provided online banking support for Capital One and achieved high customer satisfaction scores leading to internal promotions.
Bachelor, Information Technology
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