I'm a Sogetian with more than 7 years experience in service level management leveraging the complete range of ITIL practices. I am a certified ServiceNow Systems Administrator and ITIL Foundations holder who has led teams in areas of: Incident, Problem, Change, Release management, etc. leveraging the ServiceNow platform. I develop enterprise-level solutions to solve complex business problems by working with people to integrate or upgrade processes and procedures.

Resolved an average of 33 issues weekly for 160 pharmacies nationwide. Resolved ~38 issues per week for thousands of customers serviced by Cardinal Health nuclear pharmacies.- Utilized SQL to create custom reports for customers on an as-needed basis; creates on-the-fly SQL queries to resolve database-related issues.- Navigated SAP to provide status information for EDI Medical Customer orders, as well as assisting our PET SAP customers with relevant inventory troubleshooting.- Improved call flow and increased phone productivity by participating in the Six Sigma Scripting Kaizen.o Streamlined installation process and increased customer satisfaction by co-developing a printer installation script to facilitate installations for production affecting printers across 160 nuclear pharmacies.- Performed time-sensitive network-based application support dealing with installations, troubleshooting and problem-solving.- Defined data elements requirements and reporting when creating custom reports for customers.- Administered the SharePoint 2010 website for our team, as well as creating pages (including adding webparts).- Saved the company ~3K dollars per employee by decreasing ramp up time by 50% with mentoring program in place while training and mentoring four new hires for six months on technical and interpersonal skills.

While I was an operations manager I worked diligently to manage the incoming call flow to ensure productivity remained consistent. I was extremely effective in managing incoming work flow and call volume. Provided daily status update reports to project managers. Realigned agents skill sets to meet incoming call demand.

Performed yearly reviews of direct reports.Effectively managed operational duties to include but not limited to: - agent breaks/lunches- call volume- maintaining the help desk during the overnight hours with a high degree of accuracy and success.- Supervised up to 150 agents in a real-time, high stress environment.

Maintained a positive customer experience. Resolved issues and trained customers on software use and answered how-to questions about operating systems- Awarded the Best of the Best throughout the project in the first 2 months of hire which signified his ability to exceed KPI’s and technical expertise.- Earned 2 Certificates of Appreciation for excellent performance in a 6 month time period.- Trained in troubleshooting: o High Speed Interneto Residential Networkingo McAfee Security Suiteo VoIPo Telephonyo Mac OS X desktopso Printers- Resolved about 80 issues per month.

Oversaw the military honors for official base functions and military funerals with the highest precision, dignity, and respect while with the Base Honor Guard. Trained new Airman in the squadron in the techniques and principles of F-16 Avionics.Removed, installed, aligned, calibrated, bore-sighted, and performed avionics systems operational checkouts on 27 F-16 CG/DG Block 42 Aircraft valued in excess of $860 million; recommended methods to improve equipment performance and maintenance procedures.