Experience

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  Gtech s.p.a.

  Oct 2004 - Jun 2010

  Technology section supervisor

  ► Spearheaded end-to-end project planning and management, from proposals and estimations to contracts for large-scale projects lasting from months to years for a specialty construction firm. Oversaw procurement and installation services for high-end residential projects, ensuring exceptional quality and customer satisfaction.► Leveraged data analysis to create management information systems to track performance and support real-time decision-making through analytics, enhancing project performance and identifying areas for improvement.► Established a formalized proposal process, incorporated formal installation training protocols, and built a network of skilled subcontractors to be used across the South Eastern United States, boosting operational efficiency and expanding the company's capabilities.► Verified customer documentation, confirmed requirements, and validated payment applications to sustain each contract, ensuring compliance with contract terms and building strong customer relationships. Show less

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  Agency for state technology

  Jun 2010 - Mar 2017

  Incident manager

  ► Functioned as the Incident Manager for the State of Florida's IT datacenter, overseeing support for over 50 agencies, boards, commissions, and municipalities with varying data processing and technology needs in a 24/7 work environment.► Managed service desk ticket processing, ensuring incidents and requests were accurately classified, prioritized, and assigned to the appropriate platform team.► Ensured high-priority or major incident notifications were promptly disseminated to affected customers through email, phone, and the agency's service management tool (Cherwell).► Ensured that platform technicians addressed high-priority or major incidents within the specified timeframes dictated by the service level agreements (SLAs) with the agency's customers.► Ensured that platform technicians thoroughly documented incident/request tickets throughout their lifecycles, including troubleshooting steps taken, customer update notifications, resolution, and root cause identification.► Ensured that stakeholders were kept informed of high-priority or major incident tickets.► Developed performance data reports to monitor incident/request ticket processing compliance with the service level agreements (SLAs) with the agency's customers. Developed and updated CTI ticket classification for incident/request tickets. ► Assisted in developing training materials, such as work detail documentation and computer-based training (CBT), to support the agency in incident ticket processing. Show less

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  Florida health

  Mar 2017 - now

  Service desk manager

  ► Lead the end-to-end design and implementation of a holistic Service Desk Management solution that optimizes IT support services across the organization, covering people, process, technology, and information aspects.► Spearhead the development of innovative ticket workflows, metric reports, and end-user portal interfaces, significantly enhancing service request handling and resolution efficiency and effectiveness.► Demonstrate outstanding technical writing abilities in creating precise, concise, and comprehensive documentation to facilitate the seamless integration and adoption of new processes and tools. Show less