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Competencies
Demonstrated experience with ServiceNow.
Demonstrated experience with Jira.
Demonstrated experience with Cherwell.
Demonstrated experience with Microsoft Azure.
Demonstrated experience with Office 365.
Education
Languages
Experience
Senior Service Desk Analyst
Provided frontline support resolving software, VPN, and network incidents for 2,000+ global users, ensuring minimal downtime and user satisfaction., Streamlined account setup, license provisioning, and access management across multiple platforms, contributing to secure and efficient operations., Delivered technical assistance for both Windows and macOS devices, including configuration, troubleshooting, and lifecycle management., Leveraged tools such as ServiceNow, Cisco AnyConnect, FortiClient, Bitbucket, Jira, Azure AD, Office 365, and Confluence to optimize support workflows and maintain compliance standards., Process optimization: Implemented ITIL best practices and automated workflows, reducing ticket resolution time and increasing SLA compliance.
Sociotherapy Worker / Group Coordinator
Coordinated group sessions and onboarding processes for 50+ participants, ensuring clear communication and smooth integration into treatment programs., Conducted admission interviews and maintained detailed records, strengthening data accuracy and compliance with organizational standards., Facilitated training and support for families and patients, emphasizing collaboration and clear communication., Collaborated with multidisciplinary teams to streamline workflows, document procedures, and align practices with program objectives., Supported both one-on-one and group environments, developing problem-solving skills and the ability to manage sensitive information in high-pressure settings.
Outpatient therapy assistance
Provided direct support in substance abuse inpatient programs, focusing on rehabilitation and patient reintegration.