ITSM Service Manager, Spanish translation and interpretation for local charity

Process Manager / Senior Project Manager / Service Delivery ManagerNokia, Sep 2020 – Apr 2024Served as Process Manager on the Identity and Access Management (IAM) team for Nokia, one of the largest telecom service providers in the world. Collaborated with an exciting team developing the future solution for B2B identity management for external access. • Process Manager, ServiceNOW / ITSM activities – 12 years’ experience: Configuration and management of CMDB, Service Catalog, Team Reports, and Incident Management. Worked acroos all areas of ServiceNOW ITSM. Presented Trend Analysis, & Reporting. Addressed quality standards, controls and compliance issues. Administered all ServiceNOW configuration changes for the team, including CMDB adds/changes/audits, documentation and process improvements, and support queues. Maintained KB articles and Service Catalog items in ServiceNOW to improve the end user experience. Authored, wrote and updated SharePoint websites for the team. Set service level agreements.• As Project Manager, led a successful $3M SAAS software Agile build project for external partner access. Managed stakeholder expectations and scope coordinated meetings with international and local teams. Interfaced with 50 customer teams who were consumers of the software. Tools used: Jira/Atlassian, GIT, Confluence, SharePoint. Managed all CMDB database changes to ServiceNOW for multiple environments. Worked with Azure and Google platforms.• Managed communications to stakeholders, customers, end users and successfully completed all reporting and documentation for the project. Managed budget, demands & changes, and project closure. Collaborated with multiple teams and at multiple management levels. Projects managed under an established PMO organization.• ServiceNOW Discovery Project, implementation team 2021.• Managed escalations for team services, problem, demand, and change tickets.• Mentored and trained younger team members.

Service Delivery Manager exclusively for customer NokiaEviden (formerly Atos), May 2013 – September 2020Provided service management of multiple services, documentation, analytics, coordination of services with vendors for Identity and Access Management IAM, Networks, & User Care supporting the client Nokia. • Service Manager for networks – managed all reporting, ServiceNOW configuration, ticket analysis and trending reports, followed up on all customer complaints and addressed outstanding issues with ongoing support teams.• Implementation of ServiceNOW and ServiceNOW configuration management. Assisted on migration from Remedy BMC to ServiceNOW. Managed all ServiceNOW content for the team, including services, assignment queues, request catalog, knowledge articles. Data collection and analysis from Power BI and ServiceNOW reports.• Service Manager for two customer applications, handled all escalations for those applications, reported on status, including trend analytics, continuous improvement, and change and demand management.• Created training presentations for all the services provided to the customer, performed training meetings, and/or created training videos.• Customer facing presentations: Managed all data analysis and weekly reports for customer Nokia.• Responded to any customer escalations, coordinated with other teams on overall support and processed/closed problem tickets.

Service Manager & Project ManagerNokia / NSN, 1997-2013User Care Service Manager for all US sites, Service Manager for networking on new sites, Project Manager for collaboration partners.• User Care Service Manager: responsible for all on-site support personnel in the US. Monitored support tickets, main point of escalation for any issues related to any end user issues. Line Manager for 2000+ Atos employees (third party support vendor). Primary support software – BMC Remedy.• Project Manager for low voltage cabling for new sites and remodeled sites. Largest project: completed $1M project for all network cabling in the Dallas lab. Streamlined cabling solution to save $300K. Completed approx. 12 projects. • Project Manager for collaboration partners auditing the partners and setting up B2B connections to Nokia. Completed approx. 15 projects. Managed all Central and South America projects.• IT site manager for the Huntsville Alabama site. Ticketing tool used for support: BMC Remedy. Site was a newly acquired unit, enrolled them in IT support/ converted them to Nokia IT hardware and IT support.• Various On-site Support positions at Nokia facilities in Texas and California.