Maggie Mudrie's Linkedin Analytics

`Customer Centric Incident Management / Support Leadership Results-driven computer services professional with excellent leadership skills. Creative, forward-thinking self-motivator with outstanding incident management and customer relations skills. Proficient in systems operations, problem diagnosis, database systems, performance tuning, and capacity planning. Recognized as an enthusiastic team player who is dedicated to enhancing the customer experience through transparent communication of pertinent details without overwhelming the audience. Follower of the philosophy that keeping communications to ‘just the facts’ and eliminating the potential for communicating speculation as fact allows customers to relax and know they will have the information they need and that an incident is well in hand. Believer in data driven results and projections based on the cleanest data possible. Root Cause analysis being key to prevention of future incidents and thereby increasing customer satisfaction. Early detection and escalation are also key to ensure quick resolution with minimum damage. Advocate for change management as there are not many incidents / problems that are not preceded by some sort of change. Participating in the Change Review process to represent the customer interest is key to ensure minimal risk and early identification of change related incidents.