09/2021 - 09/2023 - Kyndryl – Deskside Support Representative

As part of the Los Angeles AECOM Executive Support team, I drove procurement and technological advancement, leading pivotal initiatives. My expertise enabled the delivery of exceptional support and the deployment of critical security measures for 300+ executives.

Key achievements:

Procurement manager for the Executive Support team.

Created KPI “SATS” and SD Sensitivity Reports, streamlining operations to enhance business efficiency.

Created and regularly updated a Technical Document Library, facilitating skill transfer and setting a new benchmark in knowledge management.

Introduced a First Day Training Guide, elevating it to AECOM’s corporate standard for all new hires, leveraging digital media technology.

Authored vital documentation incorporating AECOM’s digital resources, significantly optimizing corporate workflows.

Attained a near-perfect 99.98% ticket SLA score, with 100% customer satisfaction.

Further, I led the revamp of conference room booking systems and developed a holistic suite of executive support materials, establishing new onboarding excellence standards.

Commended by the Kyndryl CTO for my work on the “More than human chatbot” project, my tenure is marked by a consistent record of innovation and service excellence in IT management.