Christyn Carter, Itil Email & Phone Number

Los Angeles, California, United States

• Developed and maintained relationships with over 50 clients to establish a single point of contact for escalations.• Managed cross-functional team of 15 technical engineers, both onsite and remote, utilizing ITIL framework to ensure efficient and effective delivery of service. Implemented performance and quality assurance reviews to improve customer satisfaction. • Oversaw multiple projects, planning and coordinating resources to ensure projects were delivered on time and within budget. • Worked with HR to recruit and hire support staff• Oversaw inventory management

Irvine, California, United States

• A Member of the IT Governance board providing guidance for Support Operations Readiness in accordance with the ITIL Service Lifecycle for new projects and enhancements. • Support liason for EPMO and Operation Support teams to define operational support models.• Established SLAs for project transition through support.• Held periodic process improvement reviews for for continual maturity within the Service Transition Stage • Create and maintain Operational Runbooks, knowledge articles, and additional job aids to ensure proper knowledge transfer of new and enhanced service offerings to all company business units. • Established KPIs and dashboards to provide progress reports to management and key stakeholders.

Irvine, Ca

• Provide training, access, and knowledge articles to the team to support influx in ticket and call volume.• Managed the Major Incident Management process from incident identification to incident closure.• Established NOC single pane of glass and executive dashboard to provide visibility and ease of use for Service Desk which reduced Mean time to resolve by • Strategic planning and execution of the future state vision & roadmap of the service operations function.• Implemented ITIL best practices in relation to service delivery in the areas of Service Requests, Incident, and Knowledge Management.• Designed and implemented Epic Business Continuity Plan

Orange, California, United States

• Perform a weekly review of alerts and tickets to ensure SLA’s are met and to prepare weekly reports. Work with managed service customers to provide a review of reports and address and remediate issues identified. • Provide level 2 NOC monitoring and technical support for managed service customers and work with local onsite technicians and carriers to resolve network and hardware issue. • Conduct weekly team meetings providing training and customer updates. Review missed alerts with team members and provide coaching and training on an individual and team basis. • Respond to alarms and traps from the devices monitored with enterprise monitoring tools and coordinate the trouble shooting process by creating tickets, providing notification and escalations to appropriate technical groups, and communicating business impact. • Respond to customer calls, tickets, and emails about new and current outages and perform level 1 and 2 troubleshooting and triage on network equipment and servers and escalate issues once all troubleshooting efforts have been exhausted.

Orange, California, United States

• Managed project to integrate remote service desk teams through training on current policies, processes and procedures and use of service desk tools. Conducted weekly meetings as service desk lead to provide continual support of service desk staff of 20 desk side support technicians which support 500 full time employees and 5000 contingent workers in global remote locations. • Compile call system reports in Avaya PBX system with average monthly call volume of 1200 calls monthly which generates over 2000 tickets via phone and email requests to helpdesk mailbox. • Collaborate with technical writer to create Knowledge Base articles of policies, process and procedures for IT support staff then approve and publish to secured Sharepoint site. • Provide remote level 2 and 3 IT support for managed services customers such as Francis E. Parker Memorial Homes, Cameron Group, and JABA, using System Center Service Management Console. • Assist users with resolving level 1- 3 PC support of software including Microsoft Office Suite 2003-2010, Windows XP and 7Avaya VPN client including Net Direct, Live meeting, Mail Marshall Spam console, and Internet Explorer issues and Adware/Malware/Spyware/Virus removal. Worked with level 4 (Server and Network Engineering) and escalated tickets when a solution could not be found. • Deploy Enterprise and licensed software and troubleshoot failed installation of software using Symantec Management Platform Agent on user’s computer. Rejoin computers using Altiris Deployment Console which supports 3800 desktops and laptops on the corporate network. • Create and terminate user accounts and distribution lists in Active Directory Users and Computers 2003 across 3 domains. Manage mailboxes, Distribution lists, and Room mailboxes in Exchange 2010 including setting permissions to Outlook Web, email forwarding, and mailbox access. • Mobile Device Managment

Booked rooms for groups in order to keep hotel at full capacity.Assisted in event coordination including weddings and other personal events, board meetings, and training seminars.

Contacted current and potential customers regarding financial services provided by the company. Assisted them in selecting products that would lower their expenses or shorten their terms in order to save money overall.