• Developed and managed the Global Service Desk team's daily, weekly, and monthly performance to maintain an SLA above 95%.• Coordinated with all relevant stakeholders, support teams, and internal users involved in service desk operations to streamline processes and procedures.• Served as the main point of contact for escalations and updated processes pertaining to Service Desk documentation through our internal Knowledge Base.• Partnered with external hiring agencies to source talent to fulfill global headcount.

• Handled escalated requests dealing with product/application issues and partnered with product engineering teams to provide detailed feedback on services. • Developed training material based on in-house software and onboarded new hires joining the team.• Created and updated documentation in our Knowledge Base to improve our services and processes.

• Launched regionalized support to our users in California, demonstrating Wework’s core values and serving as the first point of contact for all membership and technical inquiries. • Served as the liaison with cross-functional departments such as Billing, Facilities, Security, Applications, Engineering, Information Security, Governance & Compliance, Building Technology to enhance process and procedures.• Utilized Salesforce, Zendesk, and Jira to communicate and track status updates on reported bugs and fixes.

• Responsible for software application and desktop support for all Satellite Dialysis buildings• Collaborated with the Engineering team by testing and prioritizing reported bugs and issues within production and staging environment.• Initiated training to over 2,000 employees and assisted in application go-live to over 80 centers, while working with developers to address issues within multiple applications. • Met and communicated with outside vendors to address all reported concerns within the system. • Assisted local and network based users and managed group accounts and permissions.• Created and updated internal documentation to improve business practices and procedures.

• Updated and maintained the UC Santa Cruz Gound Services website• Designed appearance of the UCSC Ground Services website and all graphics used to communicate departmental policies to clients and the public. • Oversaw meetings with supervisor and analysis to discuss user interaction and experience within website.• Managed multiple programs in terms of preparing analysis reporting for on-campus clients, off-campus oversight agencies, and for internal process planning for departmental Zero Waste goals. • Communicated and processed raw data inputs from multiple refuse & recycling crew agents within the department using Excel and Filemaker Pro.