Crystal Miles

Provide day-to-day operational leadership for a distributed 13-member service desk supporting Frontline, L1, and L3 technical support across Chile and Canada, driving daily execution, workload management, and accountability. Created a service desk recovery initiative that reduced aged tickets from 165 to 0 in three months by training, redesigning workflows, standardizing procedures, and strengthening queue management. Lead daily standups to review backlog, prioritize workload, resolve blockers, and ensure timely follow-through on critical issues; manage JSM workflows for accurate documentation, prioritization, and resolution. Monitor KPIs, ticket volumes, closure rates, and backlog trends via dashboards to identify risks and drive process improvement; coordinate major incident response and cross-functional escalation. Built and implemented a scalable service desk strategy centered on performance governance, ITIL 4 practices, and continuous improvement; trained and onboarded frontline personnel on ticketing and documentation standards.

Supervised, coached, and mentored a team of 14 Level 1/2 technical support agents in a mobile software company contact center, ensuring quality service delivery. Monitored and reported FCR, AHT, CSAT, and related KPIs to track performance trends and drive process improvements; managed ACD (Bright Pattern) omnichannel routing and queue balancing to meet service targets. Served as escalation point for technical issues and partnered with the knowledge base team on support documentation accuracy.

Served as senior liaison across Customer Service, IT Operations, and vendors to drive escalation resolution and strengthen service delivery; represented Customer Service in IT governance and vendor escalation meetings. Validated change documentation and risk assessments for compliant, low-risk implementations; monitored deployments and verified post-deployment closure. Analyzed incidents and request data to identify trends and root causes, tracked KPIs for service stability, and led incident communications to leadership during disruptions. Leveraged ServiceNow and Jira to monitor workflows and resolve service-related issues; contributed to major enterprise projects including virtual command center conversion and system upgrades.

Coordinated and facilitated enterprise-wide development and training programs for mid-career IT professionals; coached senior leaders and executives on communication and presentation delivery. Collaborated with IT leadership to design leadership development initiatives aligned to operational and service delivery goals.

Led daily operations of a Level 1 enterprise service desk supporting manufacturing and corporate users; managed SLAs, KPIs, and performance dashboards to improve customer satisfaction. Reviewed and approved change management workflows; coordinated incident management and root-cause analysis following ITIL best practices; maintained knowledge base articles to improve first-call resolution. Led a Kaizen process improvement event that optimized program processes and reduced waste, achieving $30,000 in cost savings.

Served as senior advisor to commanders on personnel readiness, security, policy compliance, and training as Logistics Squadron First Sergeant and Education & Training Manager; delivered instructor-led training and built high-performing teams through coaching and disciplined performance management.

Managed full lifecycle of supplies and equipment using WMS; trained new team members on safety protocols and reported on inventory accuracy to leadership.

Microsoft Certified Professional (MCP)

Microsoft

Microsoft Certified Desktop Support Technician (MCDST)

Microsoft

Lean Six Sigma Green Belt

Moresteam

ITIL Foundation

PeopleCert/Axelos