Customer-focused professional with strong typing skills and a high lev

Raquel Diaz

Phone: 708-***-****

Email: ********@*****.***

Summary

Results-driven IT Consultant with over a decade of experience in enterprise environments. Expertise in ITIL process improvement, project management, and Cyber Security. Proven track record in IAM Solutions, Compliance, Salesforce, ERM, Desktop service and Customer Service.

Skills

●ITIL Process Improvement

●Project Management

●Provisioning & Security

●Identity and Access Management (IAM)

●End User support

●Excellent Customer Service

●Governance, Regulatory and Compliance

●ServiceNow, Freshworks, Imanage

Experience

Customer Service Tech

UChicago/Chicago Distribution Center, 2025-Present

●CDC process of orders, quotes, damaged books and credit

●Delivered white glove service and resolution to customers via phone, and paper requests and email

Sr Manager IT Helpdesk

Morton, 2022-2025

●Managed helpdesk teams across multiple sites, ensuring timely and white glove service and Training

●Implemented Fresh Service toolkits for automation in Onboarding, Offboarding, and Project and Asset Management.

●Led M365 project for PBX TEAMS Migration.

Informatics Tech Sr. Consultant

Franciscan Alliance, 2019-2022

●Managed onboarding new recruits and provided Epic training to all staff.

●Coordinated projects to ensure compliance and process accuracy.

●Managed and trained ERM in the hospitals of Franciscan Alliance

Healthcare Tech Sr. Consultant Lead

Blue Cross Blue Shield of IL, 1999-2019

●Led projects in Identity and Access Management (IAM) and maintained security standards.

●Provided excellent customer service on business-critical issues.

●Managed and trained ERM in healthcare which is used to store BCBSIL medical history

Education

●Chicago State University - Communications

●ISC2 HCISSP Certification

●HIPAA Certification

●ITIL 4 Foundation and Concepts of Service Management (Skillsoft)

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