Gail e Hansen

Background

About Gail e Hansen

Technology professional with a strong background in service management including incident and problem management, escalation management and IT support management in 24x7 multi-geographic, customer-centric environments. ITIL certified and highly organized with a focus on being both a business and customer advocate and continual service improvement. Equally effective as an individual contributor or manager. Areas of expertise include: Incident Management, Escalation Management, Service Operations, Problem Management, Continual Service Improvement, Root Cause & Trend Analysis, Support Desk Management, Network Operations, Knowledge Management, Documentation Analysis, Requirements Gathering, Technical Leadership, Training/Mentoring Specialties: incident management, escalation management, technical support, customer care, customer satisfaction, customer service, ITIL, ITSM, metrics, KPI, SLA, RCA, RFO, SDLC, QMS, ISO, process improvement, service improvement, knowledge management, technical documentation, team building, coaching, mentoring, training, problem management, change management, Microsoft office, Confluence, Remedy, JIRA, Catchpoint, Keynote, Nagios, Rightitnow