Elys - IT Support Specialist with 8+ years of expertise in Service Management and ITIL practices

El Marqués, Miranda, VenezuelaRemoteen

Contributed to a 56% reduction in major incidents at Liberty Seguros through effective incident management.

Participated in multiple projects including ServiceNow and Jira Service Management to improve service delivery.

Published on CazVidOpen to remote

Summary

Experienced IT specialist with a focus on service delivery, process optimization, and project management within corporate environments.

Key Achievements

Streamlined workflows and enhanced operational efficiency for clients and internal teams.

Skills

ITILExpert

Applied Change, Incident, and License Management practices to improve system reliability.

Project ManagementAdvanced

Led and participated in projects utilizing ServiceNow and Jira Service Management for process improvement.

User SupportAdvanced

Provided support for Windows Servers and Desktops Infrastructure, ensuring operational continuity.

User TrainingIntermediate

Delivered Microsoft Office training to enhance end-user productivity.

Workflow StreamliningAdvanced

Experience

ITIL Specialty

Liberty Seguros Colombia (Kibernum Contract)

July 2022 - December 2024

In the Site Reliability Team, Participate in the Observability project with Datadog., Executed License Management, Change Management, and Incident Management functions to enhance system reliability; contributed to a significant 56% reduction in major incidents compared to the previous year while...