Gabrielle Medrano
Douglasville,GA
Summary
Dynamic Service Delivery Quality Analyst with a proven track record at the City of Atlanta, excelling in SLA compliance and quality auditing. Skilled in ITSM platforms and team leadership, I successfully reduced ticket backlogs and enhanced service standards, driving continuous improvement and delivering exceptional customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Delivery Quality Analyst
City of Atlanta
Atlanta, GA
05.2025 - Current
- Monitor ticket assignments across all Assignment Groups for SLA compliance
- Track individual technician and group-level SLA attainment and breach rates
- Generate and deliver weekly SLA breach and compliance reports
- Conduct 1-on-1 reviews with technicians/groups based on performance trends
- Audit after-hours/on-call tickets for consistency and SLA impact
- Conduct audits on service tickets, calls, chats, or emails to assess quality
- Ensure adherence to SOPs, compliance requirements, and customer service standards.
- Use ITSM platforms (e.g., ServiceNow, BMC Remedy) for auditing and reporting
- Act as a liaison between service delivery, operations, and quality teams
Service Desk Lead
City of Atlanta
Atlanta, GA
10.2021 - 05.2025
- Managed service tickets and escalations, ensuring timely resolution and SLA compliance for over 45,000 internal users
- Delivered tier I–III technical support and provided direct assistance via phone, email, and ticket portal
- Developed and implemented service desk processes, workflows, SOPs, and internal documentation
- Trained and onboarded 20+ new hires, contractors, and interns, accelerating productivity and improving ticket resolution times
- Assumed supervisory responsibilities during manager absences, overseeing daily operations, and shift coverage
- Created and distributed maintenance, outage, and system restoration notifications to end users
- Collaborated with leadership to improve customer service standards, and drive continuous process improvements
- Compiled routine performance reports, and maintained team calendars to ensure coverage and efficiency
- Facilitated the resolution of 324 breached tickets from the Mayor’s Office, significantly reducing the backlog
Global Service Desk Representative
TransUnion
Atlanta, GA
03.2020 - 10.2021
- Delivered high-quality technical support to internal and external clients, managing requests via phone, email, and BMC Remedy ITSM
- Diagnosed and resolved customer issues efficiently using Knowledge Base articles and SOPs, or escalated to appropriate support tiers when necessary
- Ensured courteous, professional interactions, independently managing the end-to-end customer experience
- Documented incidents, troubleshooting steps, and resolutions with attention to detail for knowledge sharing and audit purposes
- Supported a global user base of over 65,000 customers across multiple regions
- Led and executed 6 onboarding and training sessions for new service desk hires and contractors, improving team readiness and service quality
Education
BBA - Computer And Information Systems
Savannah State University
Savannah, GA12-2019
Skills
Certifications & Frameworks
- ITIL v4 certified
- Lean Six Sigma Green Belt (Process Optimization & Risk Management)
- Cybersecurity & Risk Management
- Object-Oriented Analysis & Design (OOAD)
- SPSS (Statistical Analysis)
Core Competencies
- Customer Service & Client Relations
- Technical Support (Tier I–III)
- Service Desk Operations & Escalation Management
- SLA Monitoring & Compliance
- Quality Auditing & Process Improvement
- Performance Reporting & Metrics Analysis
- Team Leadership, Coaching & Training
- Process Development & Documentation
- Project Coordination & Event Management
- Inventory Management Data Entry
IT Tools & Platforms
- ITSM Platforms: ServiceNow ITSM Pro, BMC, Remedy ITSM, Manage Engine,AD Audit Plus
- Remote Support Tools: ConnectWise, SCCM Remote Console
- Security & Access Tools: Nessus, iBoss, RSA SecureID, Cisco AnyConnect, Palo Alto Global Protect
- ID Management & Systems: Active Directory, Microsoft Entra ID, Oracle, Kronos, Intune, Azure
- Mobile Device Management (MDM)
- Networking Tools: Cisco Packet Tracer
- Operating Systems: Microsoft Windows, Apple iOS, Mac Terminal
- Collaboration Tools: Zoom, WebEx, Microsoft Office Suite
Projects
Mayor’s Office Ticket Resolution Project
Description: Spearheaded the resolution of 324 breached service tickets for the Mayor’s Office.
Impact: Cleared backlog within 3 weeks, restored customer trust, and avoided escalations.
Service Desk Optimization Project
Description: Redesigned service desk workflows and documentation to improve resolution time and consistency.
Impact: Reduced average ticket resolution time by 20% and improved SLA compliance by 15% using ServiceNow tools.
Certification
AWS Cloud practitioner CLF-CO1 - Linux Academy - March 2021
ITIL Level 4 - ITIL Foundation - August 2023
ServiceNow IT Leadership Professional – ServiceNow – August 2024
Lean Six Sigma Green Belt – AIGPE – March 2025
Accomplishments
Peer Recognition Award
Timeline
Service Delivery Quality Analyst
City of Atlanta
05.2025 - Current
Service Desk Lead
City of Atlanta
10.2021 - 05.2025
Global Service Desk Representative
TransUnion
03.2020 - 10.2021
BBA - Computer And Information Systems
Savannah State University
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