Christy Cooper

Sr. IT Service Operations Analyst at Alterra Mountain Company (2015-04 – 2026-08)

Freshservice Implementation: Led the consolidation of 10 disparate IT ticketing systems into a unified platform, coordinating 300+ agents and completing the transformation within 7 months. Freshworks Delightful Employee Experience (Gamechangers) Award 2021.
Developed and implemented repeatable processes and standards that were leveraged across the enterprise and 20 individual resorts.
Maximized Service Management platform capabilities through advanced reporting, workflow automation, and user adoption strategies.
Translated business requirements into clear, actionable IT and business services easily understood by stakeholders and end users.
Monitored and analyzed operational data and trends to identify potential opportunities, risks, needs, and issues that could impact business results
Established measurement and reporting systems to track key metrics and ensure compliance with Service Level Agreements.
Built and strengthened cross-functional relationships to drive cooperation and alignment across IT and business teams.
Prioritized and managed service demands effectively in a fast-moving complex environment.

Customer Relationship Manager / Systems Consultant at Long View Systems (2009-09 – 2014-07)

Managed and supported client relationships and operations for the Mobility practice for clients ranging from 100 to 3,000 users, overseeing procurement, provisioning, technical support, Mobile Device Management, and Telecom Expense Management.
Led overall service delivery by cultivating a high-performance team culture centered on teamwork, service excellence, and ownership, while also ensuring SLA and KPI compliance.
Analyzed mobility financial and usage data to identify cost-saving opportunities and support carrier/vendor negotiations.
Onboarded new clients by defining, documenting, and implementing standard processes across all service pillars to ensure smooth transitions and operational readiness.

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