Experience

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  Boeing

  Oct 2005 - Sept 2007

  Desktop workstation support analyst

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.• Train, supervise, and direct workers in correct process handling and escalation.

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  The staubach company

  Sept 2007 - Dec 2008

  Support operations

  • Oversee the daily performance of computer systems.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Develop training materials and procedures, or train users in the proper use of hardware or software.• Prepare evaluations of software or hardware, and recommend improvements or upgrades. Show less

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  Microsoft

  Jan 2009 - Jun 2009

  Support escalation engineer

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.• Prepare evaluations of software or hardware, and recommend improvements or upgrades.• Refer major software problems or defective products to development engineers for service.

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  Kosmos

  Aug 2009 - Aug 2010

  Support operations

  • Oversee the daily performance of computer systems.• Modify and maintain user accounts in Active Directory• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.• Develop training materials and procedures, or train users in the proper use of hardware or software.• Prepare and process requisitions and purchase orders for supplies and equipment. Show less

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  Nestlé

  Oct 2010 - Apr 2021

  Senior field services specialist

  • Provide process and management support, advice, and direction to Service Desk and other teams• Provide input to Service Desk owner and Incident Management Owner regarding Continuous Improvement opportunities• Answer user inquiries regarding computer software or hardware operation to resolve problems.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Develop training materials and procedures, or train users in the proper use of hardware or software.• Supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software. Show less

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  Bluetriton brands

  Apr 2021 - now

  • Leverages industry-standard best practices like ITIL® and incorporates modern ITSM tools to optimize your organization's IT environment.• Oversee the governance and policies of the Service Management Office.• Oversee the process for all ITSM components: Incident Management (inclusive of Major Incident Management), Request Management, Problem Management and Change Management.• Promote system stability metrics and assist teams in recognizing patterns and areas for improvement.• Hold teams accountable for major incident root cause analysis and actions to remediate .• Act as ServiceNow product owner and work closely with developers to establish a system roadmap that allows BTB to get the most value out of their licensing.• Act as an escalation point for major incidents and process deviations.• Oversee the operations of the IT Service Desk to obtain optimal service for the business.• Define and establish service goals, expected outcomes, and measurable results across the IT Enterprise.• Identify opportunities for service improvement, inclusive of improving Customer Satisfaction and end user experience. Show less • Perform system administration tasks within SharePoint, Teams, OneDrive, and Exchange Online M365 Environments, utilizing both built-in Microsoft interfaces and personally developed PowerShell scripts• Develop Policy documentation and processes, especially around User Access Management and Auditing• Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, and schedules.• Manage project execution to ensure adherence to budget, schedule, and scope.• Configure and customize service management system, including workflow creation and documentation• Confer with staff, users, and management to establish requirements for new systems or modifications.• Develop training materials and procedures, and train users in the proper use of hardware or software.• Answer user inquiries regarding computer software or hardware operation to resolve problems. Show less

  • Service Management Office Lead

    Aug 2023 - now

  • IS/IT Ops Specialist

    Apr 2021 - Aug 2023