ANGELINE YOLANDE MARY WILLIAMS

Reporting Mobilization:

• Spearheaded the end-to-end reporting mobilization process for newly onboarded accounts, ensuring seamless transition of reporting activities.
• Engaged with clients and internal stakeholders to gather metric requirements, reporting cadence, and SLA expectations.
• Collaborated with transition teams to define reporting SLAs and KPIs, align data sources to report the performance value post go-live.
• Develop and standardize reporting templates, SOPs, and documentation to support consistent delivery across accounts.
• Led knowledge transfer sessions and reporting tool walkthroughs for both internal teams and client counterparts.
• Proactively identified reporting gaps during mobilization phase and implemented corrective actions to improve report accuracy and timeliness.

Service Management Performance Report Delivery:

• Oversaw team availability and leave planning, ensuring uninterrupted delivery of reports within TAT, and accuracy.
• Independently managed multiple projects as the single point of contact, ensuring successful delivery and stakeholder coordination.
• Creating ServiceNow dashboards and reports.
• Coordinating with various teams and stakeholders to ensure the timely completion of tasks for reporting transition fulfillment.
• Building Power BI visuals, interpreting large datasets.
• Drove cost savings through automation of routine tasks, reducing manual effort, and improving efficiency.
• Extracting and analyzing ticketing data for SLA, OLA, aging, and agreed Service Management Metrics for Incident Management, Service Requests, Change Requests, and Problem Requests.
• Publishing Infrastructure Services metrics on a daily, weekly, monthly, quarterly, and yearly basis.
• Driving process improvement initiatives and governance calls.
• Providing regular status updates to management, and ensuring transition-related documentation is revised whenever necessary.

Level 1 Support:

• Analyze, diagnose, and resolve complex desktop end-user problems, suggesting corrective solutions, and providing remote support for global users using the LMI Tool.
• Perform remote hardware troubleshooting and software installations, supporting projects with proficiency in MS Office Suite 2010, including Outlook, Symantec Anti-Virus, and Remote Desktop Tools.
• Provide security and access services, such as password resets and account unlocks, using Active Directory.
• Handled remote software installation and hardware troubleshooting.
• Documented and created ITKB articles for newly encountered issues to support team knowledge sharing.
• Document every activity on the ticketing tool while maintaining desktop security standards, according to IT security policies.