About
Accomplished and client-minded professional with a significant history of achievement across IT service delivery, service desk management, and client satisfaction. Exemplary organization, prioritization, and time management skills. Polished communication and interpersonal skills; easily builds relationships and rapport with diverse groups of clients, vendors, and colleagues at all levels. Recognized for sound judgment, affability, critical thinking skills, and common-sense decision-making.
Areas of Proficiency
- Client Engagement Resource Coordination Time Management
- Organization Decision-making Interpersonal skills Multi-Tasking
- Oral & Written Communication Owning It MS Office & Google Suite
Professional Experience
MSP (2019-Present
Lead IT Service Desk Coordinator
- Manage IT services support and projects for small and medium-sized businesses throughout Baltimore, Northern Virginia, and Washington DC.
- Manage and direct a team of four to six in-house and field technicians in support of over 10,000 endpoints, across 250+ clients.
- Lead monthly client ticket and incident review calls to discuss recent obstacles overcome, current challenges faced, and strategize for upcoming business objectives.
- Review weekly analytical reporting to track key performance indicators, including employee utilization rates, budgeted hours versus actual, and identification of areas for improvement.
- Maintain data integrity in the ConnectWise database, ensuring client and contact data is current, appropriate agreements and accountings are in place, and client communications are current.
- Work with cross-functional teams to implement efficiency-driven SOPs, resulting in a 25% reduction in service delivery time and a 15% decrease in operational costs.
IBM (2010 – 2019)
Client Support Manager, E-Commerce Managed Hosting
- Excelled as strategic point of contact within expansive enterprise environment for SaaS, international, and e- commerce clients-including VWR, Intertek, Michelin, and Target.
- Spearheaded management of the largest and most challenging accounts; optimized existing support practices to create stability, and implemented new support strategies to focus on client needs.
- Championed a high volume of infrastructure change requests for hosted enterprise environments-from change creation, to change control board approval, through to client verification and satisfaction.
- I was the CSM that replaced the existing CSM on accounts when we were in danger of losing an account as a result of client satisfaction issues.
- Reduced withdrawn/failed/partial success changes to under 5% by implementing standards and assessing future risks; ensuring proactive risk mitigation.
- Slashed incident resolution time; launched new team initiatives and rectified communication gaps by streamlining existing procedures and reducing redundancy.
- Forged effective collaboration across multiple technical and administrative teams to ensure fulfillment of all client service and change needs.
AT&T (Acquired by IBM) (2004 – 2010)
Senior Ariba Client Support Associate, E-Commerce Managed Hosting
- Served as first-line support for McKinsey & Company (Ariba user community of 2500+ users.) Managed vendor and client requests; swiftly resolved all support tickets. Partnered with level-2 application engineers-and Ariba vendor support-to quickly resolve all escalated issues.
- Led swift resolution of 80% of tickets on initial contact-and achieved recognition for delivering white glove customer service.
- Employed Ariba Toolkit (and relevant log files) to quickly debug software customization issues.
- Requested by client to be made primary support contact for McKinsey & Company based on my superior performance provided.
Education
- Associate of the Arts, Business Administration
Certifications
- Certified Associate Project Manager, Project Management Institute, 2022
- ITIL 4 Foundation Certified, 2019
