Skills and Expertise
Skills
​Leadership and Team Building: Leading and mentoring teams, conducting performance reviews, providing feedback, implementing development plans, and developing a cohesive and productive team.
​
Project Management and Strategic Thinking: My foundational knowledge in project management principles helps me to plan, execute, close projects efficiently, create and maintain dashboards for actionable insights, and planning long-term goals. I am skilled in managing timelines, resources, and budgets to ensure project success.
​
Analytical and Critical Thinking: My ability to analyze complex data and processes allows me to identify inefficiencies and propose effective solutions. This skill is crucial for optimizing workflows and improving overall productivity, but also driving informed decision-making.
​
Process Analysis and Optimization: Identifying inefficiencies and implementing Lean Six Sigma improvements.
​
Client and Team Communication: Clear and effective verbal and written communication, including communicating technical information to non-technical stakeholders, and facilitating workshops and meetings.
​
Problem-Solving: I excel at identifying problems and developing creative solutions. My fresh eyes can spot opportunities for improvement that might be overlooked by more experienced professionals.
​
Customer Service and Quality Management: Ensuring high levels of customer satisfaction, monitoring feedback, maintaining high standards of project deliverables, and addressing complaints promptly.
​
Team Collaboration and Interpersonal Skills: Collaborating with cross-functional teams, building relationships, managing stakeholders, and enhancing User Experience (UX).
​
Adaptability: Adjusting to changing priorities and conditions, encouraging and implementing creative ideas, and leading process improvements using methodologies like Agile and Lean Six Sigma.
Communication: Effective communication is key in any project. I ensure clear and concise communication between stakeholders, team members, and clients, facilitating smooth project execution and collaboration.
​​​​
Expertise
IT and Business Integration: Bridging the gap between technical teams and business stakeholders, understanding both technical and business aspects, and managing client relationships.
​
Data Analysis and Visualization: Using tools such as R programming, Power BI, Tableau, and Excel to analyze and visualize data, transforming complex datasets into actionable insights and making data-driven decisions.
​
​Performance and Process Improvement: Developing and monitoring key performance indicators (KPIs), creating and maintaining dashboards, enhancing processes, conducting performance management, and fostering continuous improvement.
​
Technical Proficiency and Programming: Understanding technical aspects of service delivery, using project management tools and software, and developing projects with Python, HTML, CSS, and JavaScript.
​
Service Management: Applying ITIL best practices, managing service desk operations, knowledge management, service catalog management, service design, service transition, and day-to-day service operations.
​
Risk and Compliance Management: Evaluating potential project risks, ensuring compliance with legal and regulatory standards, and implementing governance frameworks.
​
Business Continuity and Capacity Planning: Ensuring service resilience and continuity, planning and managing capacity, availability management, business continuity planning, workforce planning, and promoting a positive organizational culture.
​
Training, Development, and Cultural Competence: Educating and developing team members, conducting training sessions, understanding and respecting diverse cultures, demonstrating Emotional Intelligence, and providing coaching and mentoring.
​
Innovation and Continuous Improvement: Staying updated with industry trends and introducing innovative solutions.
IT Skills
​​​Framework Technologies
I have intermediate proficiency in the following Framework Technologies, utilizing libraries like pandas, NumPy, Flask with Python for example. While I don't consider myself advanced, I continuously learn and adapt by seeking help from websites, forums, and AI tools. My ability to perform most tasks, understand its core features, troubleshoot and find solutions ensures that I can effectively tackle challenges and complete projects.
​​
IT Support
A highly experienced IT Support professional with 13 years of expertise spanning L1, L2, and on-site support roles. Proven ability to troubleshoot and resolve a wide range of technical issues related to computer systems, software, hardware, networks, and servers. During the first two years, honed foundational skills as an L1 agent, providing first-line support, diagnosing problems, and escalating complex issues. Subsequently, transitioned to L2/L3 support, specializing in diagnosing complex problems, performing root cause analysis, and implementing solutions up to the point of specialist L3 escalation. Adept at knowledge sharing, having authored hundreds of knowledge base articles for both IT staff and end-users. Dedicated to developing team expertise, with experience creating and delivering training programs to enhance both the technical and soft skills of IT Service Desk agents.
​
Technologies & Tools
Programming Languages
- TypeScript
- Shell scripting (Bash, PowerShell)
- SQL
- R
- Python
- JavaScript
- Erlang
IDEs and Text Editors
- PyCharm
- Jupyter Notebook
- Visual Studio Code
- RStudio
- Anaconda
- NetBeans
- SQL Developer
- Notepad++
Project Management
- Agile
- Lean Six Sigma
- Scrum
- Jira
- SmartSheet
- SharePoint
- ITIL
Front-End Technologies
- HTML
- CSS
- JavaScript
- React
- Bootstrap
- Dash
Data Manipulation & Analysis
- Pandas
- NumPy
System Administration & Management
- SCCM
- ServiceNow
- Azure Active Directory
- Jamf Pro
- Active Directory
- Citrix Directory
- SolarWinds
- Nexthink
Back-End Technologies
- Flask
- API
App Development Technologies
- Tkinter
- Heroku
Data Analysis & Visualization
- Tableau
- SnowFlake
- IBM Cognos Analytic
- IBM Watson
- Excel