At Hajoca, I lead first-, second-, and third-level support for more than 6,500 users across 450+ U.S. locations. I delivered a greenfield ServiceNow implementation with AI-assisted intake, raising self-service portal adoption from 4% to 30% of all contacts.
I also served as technical lead on consolidating National Support Center phone systems onto Webex, with AI-based call routing and Webex Contact Center integration with ServiceNow. I established Change, Problem, and Major Incident Management and built the KPI framework reported to executive leadership.
Earlier, at United BioSource Corporation, I owned end-user operations across the United States, Canada, and Europe, and tightened controls on the company-paid cell phone program to realize $25K in monthly savings. At ICON Clinical Research, I created a global 24x5 phone support team and developed service-performance KPIs and dashboards.
