Customer Success Manager

• Mar 2023 - Present

Senior ITOps Engineer

• Jun 2022 - Feb 2023

- Administration and management of tools used across the organization (Google Workspace, Slack, 1Password, Confluence/Jira, Zoom, GitHub and other internal tools) - Completing regular software license audits - Documenting new technical solutions and processes in Confluence - Staying current with product updates and system changes - Completing fully remote onboarding and offboarding tasks - Administration and management of tools used across the organization (Google Workspace, Slack, 1Password, Confluence/Jira, Zoom, GitHub and other internal tools) - Completing regular software license audits - Documenting new technical solutions and processes in Confluence - Staying current with product updates and system changes - Completing fully remote onboarding and offboarding tasks

IT Services Manager

• Feb 2020 - May 2022

- Supervising a global IT services team to support and maintain company IT infrastructure - Coordinating remote and local onboarding and offboarding processes - Cooperating with various teams (Accounting, Operations Team, HR) to improve existing processes - Conducting team meetings on a regular basis to discuss project updates and issues - Supervising a global IT services team to support and maintain company IT infrastructure - Coordinating remote and local onboarding and offboarding processes - Cooperating with various teams (Accounting, Operations Team, HR) to improve existing processes - Conducting team meetings on a regular basis to discuss project updates and issues

End User Support Regional Lead (Senior Associate)

• Aug 2019 - Jan 2020

- Planning and managing IT Operations within designated tier 1/2/3 sites - Coordination of remote hands support for IMACD & Break Fix operations - Tactical planning for office specific end user support activities - Management of user device inventory - Managing and supporting the End User Computing environment - Providing quick and effective turnaround for tickets logged - Responsible for installing/maintaining office technologies, this includes installing new desktops, A/V conference setups and any other support needed Show less

Team Lead, IT Services

• Feb 2018 - Jul 2019

- Managing and supervising the Client Services team- Proactively identifying gaps in existing processes- Planning and assigning work to team members, monitoring adherence to workforce schedules- Inspiring and motivating teamwork for achieving goals

IT Services Specialist

• Apr 2016 - Feb 2018

- Diagnosing and troubleshooting technical issues, including account setup and network configuration - Installing and deploying workstations (Windows, macOS)- Researching and identifying solutions to software and hardware issues - Registering IT infrastructure assets and maintaining inventories- Escalating unresolved issues to appropriate internal teams- Identifying and suggesting possible improvements on process, procedures and or systems- Prioritizing and managing several open issues at one time Show less

End User Support Specialist

• Apr 2015 - Apr 2016

- Providing advanced level technical support to customer's PC, including software and hardware related issues- Assisting users over the telephone and over web interface- Supporting 3rd level resolver groups as and when needed- Providing second level support for networks, data center & server activities and tasks beyond the scope of L1 Service Desk- Identifying and solving any problems that affect computer operating systems- Ensuring after an outage or service interruption that the devices and applications of the users are working properly- Learning and implementing new technologies, tools, processes, policies- Providing training to other staff members- Documenting new technical solutions in knowledge base Show less

Subject Matter Expert

• Nov 2014 - Apr 2015

- Incident coordination including quality and troubleshooting- Handle customer raised escalations- Provide trainings on different topics (operational processes, Windows, OSx)- Knowledge management

Service Desk Analyst

• Nov 2012 - Nov 2014

- Handle and document all incoming requests or incidents within the contractually agreed timeframes- Provide technical assistance to user via phone or email in English- Follow up on existing tickets and escalate unresolved cases to relevant support groups- Learn and implement new technologies, tools, processes and policies- Document new technical solutions in knowledge base- Document and share best practices with other colleagues