Dedicated and self-motivated individual offering a solid background in management and quality customer and technical service.
*Proficient understanding and applicable knowledge of practices based on ITIL Service Management
*Excellent organizational skills, able to multi tasks in high-pressure, ever-changing environments.
* Strong communication skills, with ability to facilitate relationships with clients, co-workers, and all levels of management. * Proven record of achievement in meeting and exceeding customer and employer expectations.
* Proficient in Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Clarify, Salesforce. *Proficient in Hardware setup/installation, software and network troubleshooting
*Type 50 WPM
Hardware and software upgrade planning
Performance criteria tracking
Led a successful acquisition and the subsequent technology integration in under 30 days.
Reduced technical escalations to management by adjusting the parameters surrounding incident classification resulting in a more thorough incident classification procedure.
BlackbaudJuly 2015 to October 2016Incident Manger II Austin, TX
Performed duties based on ITIL Service Management practices.
Executed the Incident Management process tasks according to established processes and SLA's.
Classified and prioritized incidents based on severity and impact level.
Communicated with internal and external clients and provided timely updates of critical incident data.