Skills

• IT Service Support | ITIL-4 | Agile Principles | ITSM & CRM Systems
• Video Work Instructions | Training Content | Course Development
• Workflow Processes | Globally Software Implementation
• Operation Cost Reduction | System Setup Access
• Technical Support | Drives Execution | Collaboration | Onboarding

Professional Experience

Accenture – Atlanta, GA (remote) Feb. 2021 – Aug. 2023

Customer Success Manager, SMB/Retail/Manufacturing Industries

Managed a portfolio comprising more than 120 accounts and leads. Leveraged the power of Microsoft Dynamics 365, orchestrated the generation of opportunities, and facilitated engagement with Microsoft’s technical teams.

Engaged in meaningful conversations with our valued customers, providing them with valuable insights and guidance on optimizing their utilization of the Microsoft Azure environment. This not only helped them extract the maximum value from their investments in cloud services but also ensured their satisfaction.

Nurtured strong customer and partner relationships, as well as spearheading digital transformation initiatives aimed at maximizing returns on investments within the Azure environment and the Office 365 platform.

Reduced IT operational costs while enhancing resource capabilities.

N3 – Accenture – Atlanta, GA (remote) Feb. 2021 – Nov. 2021

Customer Success Manager (Non-profit organizations)

Provided consulting services to non-profit and manufacturing organizations and partnered with Microsoft, offering expertise in the utilization of the O365 enterprise suite and Azure. Advised on various aspects, including licensing compliance and agreements, while also offering guidance on best practices for business needs.

Cabot Corporation – Alpharetta, GA Sept. 2011 – Nov. 2020

Sr. IT Support Specialist, Service Desk – Jan.2018 – Mar.2020

Performed IT Service Desk daily activities with direct leadership of internal service operations in connection with the Global Service Desk and Infrastructure Team to provide front-line IT services and support for global operations, to ensure customer’s expectations are met.

• Improved (ITSM) processes, procedures, and methodologies using ITIL-4 principles.
• Performed trend analysis with an action plan for improving services and reporting on KPIs and SLAs.
• Devised a Knowledge Base repository with global IT standards.
• Developed, delivered, and oversaw compliance of Service Desk training and education with Microsoft Office 365
• Monitored the ITSM system to prioritize ticket resolutions.
• Collaborated with team members to efficiently solve daily incidents and documented the resolutions.
• Coordinated meetings with application managers to simplify and automate workflow processes.
• Supported users during the rollout of the O365 project for several sites, for more than 350 users.
• Developed a successful lunch and learn program for 85 users with a new O365 environment.
• Provisioned and supported Windows computers and Mac mobile devices.
• Time allocated: 60% troubleshooting and resolving tickets, 30% developing, documenting, supporting, and collaborating with others to improve customer satisfaction, and 10% training end users.

Cabot Corporation – Alpharetta, GA Sept. 2011 – Nov. 2020

Sr. IT Support Specialist – May.2016 – Jan.2018

Guided users to explore the new collaborative environment. Coordinated the new hire process with HR and created an active directory (AD) account, processed all requirements for onboarding, and ensured the new users had the hardware and software and system access.

• Provided support and training with new applications, moving users from Microsoft Office 2010 to Microsoft Office 365 Suite.
• Coordinated all activities, preparing users to move their data to the cloud environment.
• Assisted building SharePoint tracking lists, collaborated with pilot users, and trained several teams on how to perform migrations on Office 365 Project.
• Provided detailed end-user training to users who needed additional assistance navigating Office 365.
• Managed the communication and planning of Shared Mailbox Migrations for over three hundred users.

Cabot Corporation – Alpharetta, GA Sept. 2011 – Nov. 2020

Sr. IT Support Specialist – Mar.2011 – May.2016

Assumed leadership role in overseeing the Service Desk daily activities to support users with IT inquiries. Participated in team initiatives to prepare the environment for the new ITSM system.

• Participated in training with the new ITSM application and training to the other application managers.
• Directed daily support for users and short training such as the new Office 2010 environment.
• Documented onboarding process and made sure all system and hardware requested were in place.
• Participated in a global IT messaging team meeting to discuss the upcoming Office 365 project.
• Monitored daily Service Desk functions to make sure the inquiries are logged and addressed properly.
• Prepared and delivered software training presentations on Microsoft One Note to end-users.
• Supported 250 including VIP users to transitioning to Office 2010, assisted with the onboarding process, computer set-up, and logging IT inquiries in the ticket system – Lotus Notes Database.
• Steered the new hire process by monitoring, and processing requests for new onboarding with hardware, software, and system access set-up.