I provide day-to-day leadership and supervision of the North American Small Equipment DEXIS technical support team, monitoring performance and quality metrics to identify and drive continuous process improvement using Envista Business System (EBS) tools. I demonstrate strong interpersonal skills, customer focus, and a results-driven approach, while embodying Envista CRICLe values: Customer Centricity, Innovation, Respect, Continuous Improvement, and Leadership.Key Responsibilities:● Train, coach, motivate, and mentor team members to ensure individual and key performance indicators (KPI) are met or exceeded, fostering professional growth and development.● Assist other Technical Support leadership in developing and implementing countermeasures for continuous improvement using EBS tools, promoting a culture of innovation and excellence.● Implement Technical Support policies and procedures to ensure the delivery of exceptional service to customers, emphasizing respect and customer centricity.● Ensure moderate to expert product knowledge within self and direct reports, encouraging continuous learning and knowledge sharing.● Ensure ISO and FDA requirements are met within the functional area, maintaining high standards of quality and compliance.● Manage customer escalations to resolution, demonstrating empathy and effective communication skills.● Document session notes, ensuring transparency and accountability.● Proactively help to ensure a collaborative culture, engagement and working environment. ● Handle other duties and projects as assigned, adapting to changing needs and priorities.

As the AWS Incident Change Lead and Deputy Service Delivery Manager (SDM), I spearhead the planning, implementation, control, review, and audit of service provision to meet customer business requirements. This involves negotiating, implementing, and monitoring service level agreements, ensuring the ongoing management of operational facilities to consistently deliver agreed-upon service levels.In addition to managing the overall financial aspects of IT assets and resources used in service provision, I ensure compliance with governance, legal, and regulatory requirements. My role extends to the management and control of formal contracts between our organization and suppliers, further solidifying the supply of products and services.Key Responsibilities:Lead incident and change management processes, ensuring timely and effective resolution of issues and seamless implementation of changes.Drive continuous improvement initiatives to enhance service delivery and meet sustainability targets.Provide strategic oversight as Deputy SDM, managing IT services and maintaining high standards of governance.Collaborate cross-functionally to optimize resource utilization and streamline operations.

Led the identification, design, and delivery of smaller/low-risk architectures and specific solutions. Managed packaged applications, including Amazon Connect, S3, IAM, EC2, Lambda, Comprehend, Translate, Transcribe, and other AWS elements. Specialized in ERP, CRM, BI, and other technologies. Responsible for specifying and designing information systems across various contexts (commercial, industrial, scientific, gaming, and entertainment).Key Achievements:Designed contact flows and dependent elements for onboarding new accounts, ensuring seamless support for existing accounts.Translated conceptual ideas into implementable designs, considering compatibility with enterprise and solution architectures.Contributed to the selection and design of components while adhering to corporate standards within constraints of cost, security, and sustainability.

Contributed to the identification, design, and delivery of smaller/low-risk architectures and specific solutions under supervision. Managed packaged applications, including Amazon Connect, S3, IAM, EC2, Lambda, Comprehend, Translate, Transcribe, and other AWS elements, as well as ERP, CRM, BI, and related technologies. Played a key role in specifying and designing information systems for diverse business needs in public and private contexts.Key Responsibilities:Designed contact flows and dependent elements for onboarding new accounts and provided essential support for existing accounts.Translated conceptual ideas into implementable designs, ensuring compatibility with enterprise and solution architectures.Participated in the design or selection of components, consistently adhering to corporate standards within cost, security, and sustainability constraints.

Led, motivated, and developed a team of Process Controllers, Service Desk Experts, and Service Desk Agents. Ensured the delivery of Incident and RfS (standard change) management to agreed levels of service. Spearheaded efforts to optimize team performance and enhance service delivery.Key Responsibilities:Provided leadership and guidance to Process Controllers, Service Desk Experts, and Service Desk Agents, fostering a collaborative and high-performance team environment.Successfully coordinated Incident and RfS management processes, meeting and exceeding agreed-upon service levels.Implemented strategies to enhance team efficiency and streamline incident resolution and standard change processes.Played a key role in the development and growth of team members, fostering a culture of continuous improvement and learning.

As a Process Controller, provided responsive and competent process support to Service Desk Team Managers. Engaged in floor walking activities to support agents and accepted calls related to relevant processes and procedures. Additionally, demonstrated proficiency in Excel and reporting capabilities.Key Responsibilities:*Delivered responsive and competent process support to Service Desk Team Managers, contributing to the overall efficiency of service operations.*Actively engaged in floor walking activities, providing on-the-spot assistance and guidance to agents in alignment with established processes.*Accepted calls to provide support, demonstrating expertise in relevant processes and procedures.*Utilized Excel skills to enhance reporting capabilities, streamlining data analysis and reporting processes.*Played a crucial role in maintaining adherence to established workflows and ensuring the consistent application of standardized processes.

Provided technical support to agents through floor walking activities and acceptance of user interactions transferred by Service Desk Agents. Proactively influenced and improved the quality of knowledge articles, contributing to the enhancement of training activities within the desk environment.Key Responsibilities:*Offered technical support to agents through floor walking activities, ensuring prompt resolution of complex issues and fostering a collaborative team environment.*Accepted user interactions transferred by Service Desk Agents, demonstrating expertise in troubleshooting and problem resolution.*Proactively contributed to the improvement of knowledge articles, enhancing the overall quality of documentation for effective issue resolution.*Supported training activities within the desk environment, sharing expertise to empower team members with the necessary skills.*Played a key role in maintaining a high standard of service delivery through continuous improvement initiatives.

Served as a single point of contact for users, managing both routine and non-routine Incidents, Problems, and requests. Provided 1st line support for incidents, ensuring prompt and effective resolution.Key Responsibilities:*Acted as the primary point of contact for users, addressing a wide range of Incidents, Problems, and requests.*Managed routine and non-routine incidents, ensuring timely and effective resolution to meet user needs.*Provided 1st line support for incidents, offering prompt assistance and troubleshooting to enhance user satisfaction.*Demonstrated proficiency in incident management processes, contributing to the overall efficiency of service operations.