Experience

• 

  BDO Digital Services

  • Morocco
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • IT Operations Coordinator & Individual Contributor (IC) / Experienced Senior IT Managed Services

    • Jul 2023 - Present

    * Develop and refine processes to manage and improve SLA attainment across multiple domains.* Provide active support for SOC, Tier 2 Escalations, NOC, and Tier 1 teams in delegation and prioritization of client requests* Assist Patch Management team in client coordination and documenting fulfillment* Own ticket automation using current ticketing system to provide consistent tracking and accountability for tasks, checklists, audits, client onboardings, and offboarding's* Focus on standardizing operations into consistent ITILv4 compliant methodologies* Work to incorporate new task into existing roles to better define responsibilities and provide for higher levels of accountability among subject matter experts* Document and analyze effort in order to accurately measure capacity * Identify additional opportunities for automation to mitigate superfluous efforts with the goal of eliminating unneeded tasks and focus on generating additional value through efficiency and well defined objectives

  • Client Success Manager (CSM) / Senior Associate

    • Aug 2022 - Mar 2024

    Client Success Manager:Maintained a relationship with a client’s leadership team to be their trusted advisor responsible for delivery and performance of client environmentFacilitated clear, consolidated communication with the client and the technical delivery teamSupported project activities and have awareness of priority, status, risks and budgetsProvided critical thinking and oversight of escalation and prioritization items, including leadership and delegation of technical tasks to other team membersCreated and delivers monthly activity reports to clients that include a roadmap and best practice recommendations; identifies and develops solutions to remediate recurring service delivery and system performance issuesIdentified, managed, and mitigated risks to ensure successful delivery of managed services and exceed defined service level agreementsEvaluated and managed the financial performance of client account portfolioProvided incident management leadership for team members and the client during high severity, business impacting issuesAssisted in the strategy and advisement of technical solutions that achieve our clients desired long-term business objectivesMaintained high customer satisfaction and ensure an exceptional service experience

  • Service Delivery Analyst / Experienced Associate

    • Dec 2021 - Nov 2023

  • Senior Technical Analyst / Experienced Associate

    • Jan 2020 - Dec 2021

  • IT Service Desk Engineer

    • Apr 2019 - Jan 2020

    Acquired by BDO Digital January 2020

• 

  Omron Management Center of America

  • Chicago, Illinois

  • IT Service Center Analyst

    • Apr 2016 - Apr 2019
    • Chicago, Illinois

    Tier 1 IT Service desk: Supporting internal teams in the Americas. Provided support for JD Edwards, Lotus Notes, Microsoft adoption, Windows OS, patching, and other end user applications.IT Controls: Managed annual License ledger, asset management, and recyclingUnified communication: Zoom administrator for global accounts, Polycom and Cisco video conferencing patch management, licensing, and compliance.

• 

  Apex Systems

  • Greater Chicago Area

  • Information Technology Analyst

    • Jun 2015 - Apr 2016
    • Greater Chicago Area

    Contract for Omron Management Center of America

• 

  Bonefish Grill

  • Schaumburg, Illinois, United States

  • Shift Team Lead

    • Dec 2013 - Dec 2015
    • Schaumburg, Illinois, United States

• 

  Carrabba's Italian Grill

  • Aurora, Illinois, United States

  • Bartender

    • Mar 2012 - Dec 2013
    • Aurora, Illinois, United States

• 

  Starbucks

  • Itasca, Illinois, United States

  • Barista

    • Jun 2011 - Mar 2012
    • Itasca, Illinois, United States

• 

  The Bavarian Lodge

  • Lisle, Illinois, United States

  • Server

    • 2007 - 2011
    • Lisle, Illinois, United States

• 

  J. Alexander's Restaurants

  • Oakbrook Terrace, Illinois, United States

  • Server

    • 2004 - 2007
    • Oakbrook Terrace, Illinois, United States

• 

  Giordano's - Famous Stuffed Pizza

  • Oakbrook Terrace, Illinois, United States

  • Bartender

    • 2002 - 2004
    • Oakbrook Terrace, Illinois, United States

• 

  Sunrise Senior Living

  • Bloomingdale, Illinois, United States

  • Lead Care Manager

    • 2001 - 2004
    • Bloomingdale, Illinois, United States

• 

  Stuever & Sons

  • Addison, Illinois, United States

  • Installer

    • 2000 - 2001
    • Addison, Illinois, United States

• 

  TGI Fridays

  • Bloomingdale, Illinois, United States

  • W/W, S.P.G. and Trainer

    • 1997 - 2000
    • Bloomingdale, Illinois, United States