United States
I am an IT Service Desk and Service Delivery Manager with a proven track record of leading high‑volume teams and transforming support operations. My career spans healthcare, enterprise, and MSP environments, where I’ve consistently driven SLA compliance, improved first call resolution, and elevated the end‑user experience. I bring deep expertise in ITIL‑aligned process ownership, major incident management, vendor governance, and asset lifecycle tracking. Highlights of my leadership include: • Delivering $400K in annual cost savings by redesigning incentive programs and eliminating waste • Driving first call resolution transformation from 49% to 70%+ through agent training and knowledge base governance • Leading multi‑shift service desk operations with 24x7 coverage, ensuring SLA/KPI compliance and smooth escalations • Implementing ticket routing automation and chatbot integration to halve L1 ticket volume and improve productivity My leadership style centers on translating ITSM frameworks into practical outcomes — building scalable service desk models, coaching frontline teams, and partnering with executives to align IT services with business priorities. I am currently seeking IT Service Desk/Delivery opportunities where I can lead cloud‑first, SaaS‑driven teams. In parallel, I am developing consulting offerings for MSPs and IT staffing firms, providing frameworks for SLA/KPI design, onboarding runbooks, RCA templates, and service review strategies.
- Managed client-side service delivery, administering Jira Service Management and driving ITIL process maturity across incident, major incident, and change management while overseeing vendor performance and SLA compliance. - Audited survey incentive program that boosted return rate from 3% to 15% but failed to raise CSAT (steady at 97.5%). Calculated $400k annual cost without added value, presented findings to CIO, and influenced program cancellation saving $400k a year. - Improved incident visibility by redesigning the category and sub-category structure in Jira Service Management so the third level functioned as a configuration item, enabling clear pilot reporting on volume and FCR by issue type after implementation. - Cut Pull & Destroy requests from ~2000 to ~300 per month by interviewing requestors, identifying early-error awareness, and driving platform enhancement that added a 30-second “undo” option, reducing legal exposure and lowering ticket volume for product support team. - Reduced ticket volume by 10% by auditing 250 Confluence articles, identifying content suitable for self-service, assigning ownership for upkeep, and publishing them to a companywide space which lowered Ciox’s support costs under the MSP’s per-ticket billing model.
- Managed daily service desk operations for a 24x7 environment, overseeing staffing, agent performance, SLA/KPI compliance, and vendor delivery while administering Genesys platform. - Increased first call resolution from 49% to 70% by analyzing a year of ticket data, partnering with resolver groups to map true L2/L3 work, and building new L1 knowledge and access, cutting higher tier ticket volume and lowering support costs for the client. - Cut L1 ticket volume from 7,000 to 3,500 per month by analyzing unresolved tickets, identifying resolver team patterns, and configuring Moveworks chatbot to auto-route issues with >80% match rates directly to L2/L3, eliminating unnecessary manual triage and improving time to resolution. - Improved chatbot resolution accuracy by leading a full audit and rewrite of all ServiceNow knowledge articles to meet Moveworks ingestion standards, and by analyzing weekly bot inquiries to close content gaps, resulting in a smoother self-service experience and fewer L1 handoffs. - Administered Genesys contact center platform, configuring call routing, training agents, and monitoring dashboards to ensure SKL/KPI compliance and streamline call handling in a high-volume environment.
Provided daily IT support to end users at a state utility company, resolving hardware, software, and network issues while adhering to ITIL best practices. Delivered efficient service through phone, email, and ITSM tools, and helped optimize workflows and end-user productivity.
Served as a Satellite Systems Operator in the 4th Space Operations Squadron, managing the Milstar satellite constellation to provide secure, survivable, and jam-resistant military communications. Conducted satellite command and control operations, ensuring continuous, high-priority communications for U.S. and allied forces worldwide.