Experience

ShowMojo

• Real Estate
• 1 - 100 Employee

• Operations Specialist

  • Feb 2019 - Present



CTG for IBM

• Boulder, Colorado

• IT Service Desk Subject Matter Expert

  • Oct 2014 - Dec 2018

  ▪ Managed client relationships, serving as the single-point-of-contact and guiding the resolution of escalated issues. ▪ Provided leadership to Service Desk staff complying with business processes to assist in gathering requirements, identifying and addressing process issues, and providing training. ▪ Managed the incident process from inception to resolution, using Maximo. ▪ Conducted a root cause analysis on issues, designing proactive approaches in action plans to mitigate or avoid issues. ▪ Analyzed service desk incident data, creating reports for senior management and clients. ▪ Developed and ensured compliance with client and corporate processes and procedures. ▪ Advised clients on alternative solutions while maintaining a strict adherence to service level agreements (SLAs).