Open to opportunities

Myriam Mera

@myriammera

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Experienced IT Manager with a focus on service excellence and efficiency.

United States

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What I'm looking for

I seek a role that fosters innovation and allows for continuous improvement in IT service delivery.

I am a results-driven IT Service Management leader with over 22 years of experience in the Information Technology industry. My expertise lies in enhancing customer service satisfaction and operational efficiency by aligning IT services with business goals and implementing ITIL best practices. I am committed to fostering a collaborative and innovative work environment, driving continuous improvement, and ensuring high levels of client satisfaction.

Throughout my career, I have successfully led cross-functional teams, established robust ITSM processes, and implemented continuous improvement initiatives that have significantly enhanced service quality. My recent role as Senior Incident/Service Manager at Corpay involved overseeing major incidents, generating metrics for SLA breaches, and designing interactive dashboards in ServiceNow for real-time data analysis. I take pride in my ability to drive innovation and deliver cutting-edge ITSM solutions that align with organizational objectives.

Experience

Work history, roles, and key accomplishments

Current

Senior Incident/Service Manager

Current

Corpay

Jan 2023 - Present (2 years 6 months)

Oversees major and minor incidents within ITSM processes, establishes robust ITSM processes, and leads cross-functional teams to enhance service quality and client satisfaction. Designs dashboards in ServiceNow for real-time data analysis and drives continuous improvement initiatives.

ITIL ITSM ServiceNow Incident Management Change Management Continuous Improvement

Senior Incident/Service Manager

BetMGM Corporation

May 2019 - Jan 2023 (3 years 8 months)

Managed all major and minor incidents focusing on ITSM processes, developed procedures for incident tracking, and achieved significant KPI improvements. Mentored Incident Managers and collaborated with teams to enhance incident management success.

ITIL ITSM Incident Management KPI’S Performance Analysis Mentoring SQL Vendor Management Cross Functional Collaboration

Financial IT Senior Operations Manager/Director

IDT Corporation

Jan 2015 - May 2019 (4 years 4 months)

Managed 24x7 support for customer care teams, optimized backend operations, and led strategic direction for production support services. Implemented ITIL and Agile methodologies to improve service delivery and team performance.

ITIL Agile Team Management Customer Support Process Optimization SQL Strategic Planning Change Management Vendor Management

Project Manager/Information Security

Solar Turbines Incorporated

Jan 2013 - Jan 2015 (2 years)

Managed over 140 Information Security Transformation projects, ensuring compliance with industry standards and effective resource allocation. Communicated project statuses to stakeholders and facilitated status meetings.

Project Management Information Security SQL Risk Management Compliance Resource Allocation Project Planning Team Coordination

External Customer Service Desk Manager

Solar Turbines Incorporated

Oct 2004 - Jan 2013 (8 years 3 months)

Led the Enterprise IT Service Desk, managing a team to deliver global support. Developed SLAs and metrics, improved processes, and achieved high customer satisfaction ratings.

Customer Service Team Leadership SLA Process Improvement Performance Metrics Technical Support Training Cross Functional Collaboration IT Service Management

Education

Degrees, certifications, and relevant coursework

The Chubb University of Technology

Technical Degree, Network Administration

Montclair State University

Bachelor's Degree (4 years toward degree), Information Systems

Pursued a degree in Business Administration with a focus on Information Systems, gaining foundational knowledge in business practices and technology integration.