Mary Cartagena

• Serve as SME in service restoration efforts while providing communication to senior leadership. The effort includes providing root cause analysis (RCA) and remediation steps for future avoidance.
• Assisted in identifying gaps in service management processes to remediate to meet industry and environmental standards.
• Leveraged ServiceNow to lessen incident hops to improve resolve SLAs.
• Collaborated with tower leads to escalating white-glove issues. Resulting in assigning a service matter expert to work directly with senior leadership.
• Enhance the system monitoring process. Example: Setting up tailored alerts for service owners.
• Drive automation initiatives across global towers including APAC/LATAM/EMEA. Example: Providing text capabilities for incident submission.
• Develop, drive, and deploy automation-led solutions and service improvements. Example: Implementing language translation in incident management systems globally.
• Deploy next-generation hyper automation and crowdsourcing initiatives team to enhance productivity, quality, and speed of service delivery. Example: Introducing chatbots in MS Teams.
• Translated complex technical issues into digestible language for non-technical leadership.
• Updated technical support practices for field services and service desk staff.
• Established a daily, weekly, and monthly communication update for specific service owners and stakeholders.

• Investigated system issues and implemented resolutions to reduce downtime.
• Assessed business requirements to create focused solutions.
• Maintained authoritative knowledge through continued education and ongoing training.
• Improved systems with addition of new features and infrastructure.
• Recommended technology upgrades to improve client security.
• Researched and adopted new technologies to add value to existing offerings.
• Developed diagrams to describe and lay out logical operational steps.
• Enhanced and reconstructed computer systems to increase efficiency.

• Responsible for managing the day-to-day operations of field services

support staff and to ensure operations are running smoothly and efficiently.

• Oversees the development and progress of all field service technicians for N/A.

• Collaborate with infrastructure and application teams to identify areas for improvement and implement processes and procedures to support.

• Act as project manager for projects around desktop infrastructure (i.e., technology upgrades, new hardware, and software deployments)

• Lead discussions at daily morning service review meetings with Sr

• IT Leadership to discuss critical IT issues impacting the organization

• Monitor and measure the performance of analysts to productivity and service levels to ensure all analysts are meeting their expected targets.

• Identify opportunities for continuous improvement and leads the implementation of changes to drive efficiencies including end user satisfaction and business process compliance.

• Manage and meet Service Level Agreements and Key Performance Indicators based support expectations.

• Promote a culture of continual service improvement

• Deliver on service commitments and be the escalation point for the delivery of Deskside support for organization’s non-Retail sites across NA.

• Manage both in-house, and possible third-party service providers and consultants in contributing to a positive customer experience and high satisfaction of the IT services delivered.

• Understanding of ITIL processes, governance, and IT frameworks.

• Develop, retain and recruit as necessary an exceptional Deskside Support services team building collaboration, partnership, and credibility.

• Play a lead role in transitioning new Services into Service Operation, ensuring the Deskside teams’ requirements are clearly defined and delivered.

• Coached employees through day-to-day work and complex problems.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Created, prepared, and delivered reports to various departments.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.

• Created and maintained a budget tracking system to assist with tracking available funds for all IT-related expenditures

• Lead team of (10+) Support Engineers (Americas, APAC) Managed all hardware asset management strategies including, procurement, lifecycle, sunset and lastly e-cycle

• Created and implemented white-glove VIP Support pathway Established valued partner discount program passing proper spend management benefits to all internal employees Built out the entire technology support model which included a 24-hour support up-time by leveraging the APAC/AMERICAS time difference

• Then, committed to the creation and implementation of a skill set matrix for incident assignment

• Ensuring the right resource for the right problem was assigned via automation scripting

• POS support- Cash registers, barcode scanners, receipt printers, laser printers

• Maintained utmost discretion when dealing with sensitive topics such as people management requests, legal holds, data/hardware retrieval

• Manage travel and expense reports, reviews, PTO management,

• PIP development/enactment, disability accommodations and more for my direct reports and other IT team members

• HIPAA/HiTech/OSHA/DOH /BOP Audit and Compliance

• Vendor Management

• Team leadership Enacted external SLAs with SaaS vendors to ensure uptime, quality of service and refunds as SLA root causes are determine

• SLA was in breach Reduced mobile vendor expense by 15k/yearly.

• Developed outage communication strategy, bringing accurate information to the stakeholders who depend on the platform availability to meet the day-to-day business needs

• Implemented a tiered system for career growth allowing legacy employees the ability to enhance their skills and be mentored along the way.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Developed systems and procedures to improve operational quality and team efficiency.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Developed and maintained relationships with external vendors and suppliers.

• Support new employee and customer onboarding

• Maintain hardware, troubleshooting strategies to help reduce downtime and decrease maintenance costs Working closely with department managers to assess the growth needs and maintenance of the company's network

• Manage vendor contracts and serve as primary vendor contact for all SaaS platforms Manage the implementation and rollout of various IT projects with the engineering and development Implement MDM platform to manage patient devices

• Ensuring the end-to-end compliance of the patient's data to meet HIPAA compliance guidelines Provide technical support to Homebase and clinicians both on prem, remote and in transit

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.

• Build and support all conference rooms including telecom, televisions, polycoms.

• Track and manage all hardware assets Develop training modules for new application rollouts

• Identified and resolved unauthorized, unsafe, or ineffective practices.

• Partnered with vendors and suppliers to effectively manage and budget.

• Collaborated with process owners to refine procedures, devise best practices, and correct quality audit findings.

• Investigated and resolved departmental non-conformances.

• Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.

• Resolved customer complaints in professional and timely manner.
• Hired, trained and supervised team of service staff members to meet business goals.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Met with customers to discuss service needs and offer available solutions.
• Monitored service staff performance and provided feedback for improvement.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.

• Vendor Management

• KPI discovery and solution implementation

• Sourcing & Negotiations

• Team Building & Staff Retention

• End-user Experience Monitoring

• ITIL Incident Management Module Implementation

• Procedure and Process Improvement

• Management Consistent Service Level Adherence Project Management IT Audit Metric & SLA Adherence Strategic business alignment

• Training & Development

• Answered customer telephone calls promptly and appropriately handled needs.

• Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.

• Adjusted shift coverage when short-handed or due to staff absences.

• Hired, managed, developed, and trained staff, established, and monitored goals, conducted performance reviews, and administered salaries for staff.

• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.

• Initiated timely project management within budget constraints for multi- faceted problems concerning executive leaders.

• Drove implementation of MS Exchange software to automate office operations.

• Service Desk Ensured internal and external customer satisfaction driving towards always maximized customer service

• Performed regular compliance reviews and audits, identifying non-compliance issues.
• Addressed compliance issues by developing and implementing corrective action plans.
• Implemented effective compliance policies and procedures to meet regulatory requirements.
• Analyzed and identified risk areas to determine compliance with applicable laws and regulations.
• Established and monitored compliance procedures to provide consistent implementation across departments.
• Investigated potential compliance violations and reported findings to senior management.

• Creates Service Desk related documentation where necessary Participate as a resource on cross-functional technology-related projects.

• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.

• Facilitated best user experience through continuous support, training classes, webinars, improvements, and communication of system changes.

• Communicated regularly with customers concerning data exchange and technology integration.

• Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.

• Maintain current knowledge of relevant systems and product offerings to provide technically accurate solutions.

• Recorded, transcribed, and distributed weekly meetings.

• Engaged in user support interactions via telephone, chat, and email platforms.

• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

• Worked closely with management teams to plan, develop, coordinate, and execute technical strategies aligned to client's vision, mission, and purpose.

• Wrote and reviewed tickets to request maintenance to various types of equipment.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Used ticketing systems to manage and process support actions and requests.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.

• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.

• Created help desk tickets, troubleshot, and resolved desktop issues.

• Answered questions and provided information to customers about new software or hardware.

• Delivered onsite technical support for all employees.

• Offered new customers training to reduce frustration and improve customer satisfaction.

• Coordinated with telecommunications providers to discern and address third-party outages and related impacts.

• Maintained and operated AV equipment for use during internal presentations and client-facing events.

• Used ticketing systems to manage and process support actions and requests.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Translated complex technical issues into digestible language for non- technical users.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Monitored systems in operation and input command to troubleshoot areas.

• Activated accounts for clients interested in new services.

• Determined hardware and network system issues using proactive troubleshooting techniques.

• IT Services Continuity Management SLA adherence and improvement FCR (First Call Resolve) opportunities Root causes analysis Service restoration documentation and coordination Standardize metric expectation Set expectations for client business objectives Identify technology needs,

• Provide hands-on 2nd level troubleshooting to solve customer technical issues received via telephone to the CSC based Service

• Desk, and for customer technical issues walked into the CSC

• Assist 2nd level Service Desk Associates with PC repairs and PC assembly, and assists 2nd level PC Support Representatives with advanced troubleshooting

• Provide 2nd level PC Desktop support

• Support 1st level IS Voice communication customer service requests Adhere to all Service Desk system process and procedures including incident and change

• Specific support groups (i.e., AS/400 support, PC / Network support, etc.) to ensure on-time technical support responsiveness for 2nd & 3rd level calls that cannot be solved by the Help Desk.

• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshoot

• Technical support for four locations over 340 users and 15 retail locations. POS support.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Used ticketing systems to manage and process support actions and requests.

• Submitted service tickets for equipment maintenance requests.

• Documented transactions and support interactions in system for future reference and addition to knowledge base.

• Linux environment support install, observe the software and hardware systems and taking backup.

• Installing the necessary systems and security tools in Linux OS.

• Responsible for troubleshooting and resolving hardware/software issues

• Adhere to privacy, confidentiality, and proprietary company policies

• Provide technical support for trainers, auditors, and consultants visiting from third party affiliates.

• Responsible for troubleshooting Microsoft Exchange mail issues server and end user base.

• Assisted designing/building of new ghost images for new towers for floor placement.

• Configure, program, install and trouble-shot PBX cross connects and phone lines, modem lines and voice mails for local sites using Avaya Site Administration

• Document all desktop challenges, moves, additions and changes in the help desk ticketing system. Ensure that all tickets are resolved within specified intervals.

• Develop and implement operational methodologies and standards, which insure full and effective use of systems and personnel.

• Works closely with Helpdesk, Server team, Voice Services and Network Services to ensure that desktop solutions exceed customer expectations.

• Provided “hands-on” support to these functions as required.

• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, and ISP.

• Provided Tier II support to operations (helpdesk) and resolves challenges assigned in a timely and efficient manner. Escalated any unresolved challenges to management and to Tier III support. Communicated relevant activities with management and associates who are affected by the performance of impacted systems.ing tasks.

• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Maintained response times to support business continuity.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.