Customer Success and Technical Account Management Professional

I lead application support operations and partner with business and technical stakeholders to maintain reliable services and positive user outcomes. I guide team members in resolving application issues, meeting SLA commitments, and maintaining consistent stakeholder follow-up.

I use ServiceNow and Power BI to monitor operational KPIs, incidents, and service performance. I coordinate disaster recovery activities and data validation, provide technical training and process guidance, and work cross-functionally to improve workflows, service experience, and ITIL-aligned incident, change, and problem management practices.

Supported enterprise airline and airport customers in business-critical travel technology environments across global operations. Owned complex customer issues through investigation, communication, escalation, and resolution while translating technical findings into clear stakeholder updates.

Partnered with engineering, infrastructure, and operations teams to resolve customer-impacting incidents and technical blockers. Developed Power Automate workflows and Python reporting solutions, supported lifecycle and deployment-readiness activities, performed root cause analysis, and contributed to the YouTrack-to-ServiceNow migration through data mapping, workflow analysis, and reporting automation.

Supported enterprise users and technology operations across a global environment of more than 5,000 devices. Collaborated with engineering, security, and project teams to support new tools, platform changes, and enterprise rollouts.

Performed UAT, system testing, and deployment-readiness validation to support successful technology adoption. Designed automation solutions and dashboards, while maintaining SOPs, knowledge articles, and technical documentation for consistent global support.

Provided advanced enterprise deskside support and collaborated with subject matter experts and engineering teams to resolve complex user issues.

Supported troubleshooting across systems, identity, performance, and connectivity while helping users maintain productivity in enterprise technology environments.

Managed SLA-driven fraud investigations with an emphasis on high-accuracy data validation and standardized operational workflows.

Improved documentation and trained new analysts to support consistent investigation quality, process adherence, and team performance.

Provided global customer-facing IT support for software, hardware, access, and user technology issues.

Used ITIL-based incident, request, and escalation processes to diagnose issues, communicate with users, and deliver reliable support outcomes.

In progress. Certifications include Microsoft Certified: Azure Administrator Associate (AZ-104) and ITIL v4 Foundation.