Business Analyst & Workflow Manager Conduct Quality Audits (QA) for technical support agents including phone calls, work notes in service tickets & chat transcripts.Perform live call monitoring and engage with technical support agents to assist and resolve support issues in real time.Measurement & Reporting Conduct Weekly analyses and audits on Service Desk ticket composition and provide recommendations to leadershipUtilize historical data in determining agent staffing levelsCreate weekly Quality of Service management reports and deliver to interested stakeholdersTools and software Service Now, Workday, Microsoft SharePoint, Microsoft 365, Amazon Connect, Amazon DynamoDBProject Coordinator – IT Service and billing -coordinated customer billing and reconciliation for a telecoms implementation project- 200 remote locations. I interfaced directly with vendors to manage contracts. Created and maintained a database of monthly recurring costs.Project Manager- Reviewed IT requirements, defined budget and scope for infrastructure projects. In this role I was also able to define the technical solutions – creating the technical implementation plan and well as advise all stakeholder and customers. I had direct responsibility for the delivery on the project objectives.IT Service Delivery Manager- Managed an IT support team to deliver customer support, software rollout out and hardware upgrades. I was the focal point for starting the project. My responsibilities included directing hardware and software installation and configuration for desktop computers, laptop computers, printers, servers, and networks for a user based of 4,000 people.An Educator - I have worked as an adjunct instructor, teaching Computer and Information systems classes, as well as having developed new processes, procedures and training documents for an IT support organization.Specialties: Negotiation, M&A project management, people management programming concepts.