At Harrods, I coordinated incidents in Freshservice and PagerDuty through to resolution, including managing Service Providers. I also coordinated problem investigations, documented known errors, and scheduled permanent fixes.
I governed change closures and supported Peak Period preparation through conclusion, working with Service Owners, Operational Service Leads, and functional support teams. I produced Freshservice and Power BI reports and maintained the application and service catalogues.
At S-RM, I troubleshot first- and second-line IT issues and flagged recurring issues for problem investigation. I also documented procedures for malicious emails and worked with R&C and Ethical hacking teams on phishing campaigns and post-campaign awareness training.
Earlier, at Treatwell, I carried out paid social strategy across 11 countries and increased lead volumes through advertising campaigns on Facebook, Instagram, and Snapchat. At IBM Brazil, I worked in server performance and mainframe operations, including maintaining data collection above 90% and reducing expenses for local and international clients.
