Monique Wilson-Byrd Email & Phone Number

• Drive complex strategic deals and engage team leaders at an executive level; concisely summarize salient points, displaying thorough understanding of cloud application technology and trends. • Collaborate with Project Manager and cross-function departments to align on stakeholder requirements, delivery and impact teams; support project initiation, planning, and implementation activities.• Act as key functional and technical resource in digital transformation of Zones aPaaS such as ServiceNow and Microsoft technologies; Led implementation of CMDB, ITSM and CSM for multiple customers. • Responsible for capture stakeholder's requirements into agile stories and managing execution of design.

• Managed deployment of InTune laptop configuration from Citrix-imaged laptops; Guided deployment of laptops to 300+ users. • Supported and managed 200+ users in Active Directory, Azure, NetDocuments, Exchange Online, DUO, Acrobat, Zoom, DocuSign, Mimecast, Outlook, and Google. • Assisted in development of ITSM roadmap; analyzed and recommended emerging ITSM technologies to implement efficient processes and reduce risks.• Managed Microsoft Dynamics CRM ticketing system for team of 5; responsible for handling user requests including projects, problems, maintenance, and questions.

Berwyn, Pennsylvania, United States

• Applied ITIL best practices to capture member requests on incident forms; managed end-user accounts, permissions, and access.

Long Beach, California, United States

• Worked independently to investigate, evaluate, and resolve on average seventy-five complaints daily from members via letter, phone, and email.• Developed, prepared, and submitted reports of complaint-tracking including statistical and trend analysis. • Participated on committees and special projects to develop and/or implement latest programs, services, and initiatives. Improved existing procedures, programs, and overall operations.

Long Beach, California, United States

• Promoted to Emergency Roadside Specialist 2 within 1 year of employment; processed an average of 90 emergency calls per while navigating multiple system and applications.• Collaborated with law enforcement nationwide to obtain clear documentation of member location.