ITSM / ITIL reporting product owner. Defined Measures built reporting and managed a small team remotely. Advised leadership on yearly ITSM objectives. Lead small to medium project to bring advanced reporting capabilities. Managed a product using Scrum and agile frameworks.

Member of the ITSM / ITIL governance team. I was tasked with supporting and maintain the best practices for the regional teams working in the IT Service Management frame work. Major Accomplishments include Building the Hypercare reporting for major SAP upgrade. Rebuilding the Problem Management Reporting and advising on the process. Establishing the new assignment group infrastructure after a reorganization. Launching ServiceNow in to our environment.

Member of the North American ITSM / ITIL governance team. I mainly focused on reporting and supporting others with self-service reporting. Delivering regular reports (weekly, Monthly etc.). Key accomplishmentsAutomated most of the regular reports. Developed Self-Service Reporting Training. Rebuilt the standard ITSM training materials and program. Then brought the ITSM Training program to the internal training schedular so that people could sign up for classes.

As a Process Analyst, I managed a lot of different items for the ServiceDesk. My key duties were to collect knowledge from the IT teams and write Knowledge Base articles for the analyst to follow when supporting the users. I developed and managed KPIs, SLAs, and built action plans to bring improvements to the ServiceDesk. In addition, I performed quality assurance monitoring and held coaching sessions with analysts. Beyond my standard duties, I also managed the assets for the ServiceDesk, maintained the team’s internal website, and developed internal tools the analysts used to perform day-to-day activities. Key accomplishments include.• Rebuilding Internal Training programs• Automating and refining SLA contract reports • Building an asset management tool

• Handle High priority outages• Monitor and Manage Call Queues• Help and Answer questions form the Level 1s• Reporting• Training out new processes.• Worked on conduction projects

Support employee with technical issues

• Lead Team of 12 to 15 employees• Generate a Sales Increase • Coach employees• Give monthly reviews• Maintain personal sales quotas• Minor Scheduling• Visual merchandising• Verifying deposits

I ran my own Business. I was a DJ for Hire. I Played at most of the big clubs in Cincinnati, as well as privet parties, and weddings.

Freight Brokerage Firm

Sales