Michelle Cortina
About Michelle Cortina
Michelle Cortina serves as the IT Enterprise Senior Service Desk Manager at Envision Healthcare, where she has worked since 2017. With a background in International Business and extensive experience in IT service management, she has significantly improved service desk operations and customer satisfaction.
Current Role at Envision Healthcare
Michelle Cortina serves as the IT Enterprise Senior Service Desk Manager at Envision Healthcare, a position she has held since 2017. Based in Sunrise, Florida, she oversees the service desk operations, ensuring efficient IT support for the organization. Under her management, the service desk has achieved a customer satisfaction level of 94%, reflecting her commitment to effective service delivery. She has maintained a call intake abandon rate of less than 10%, demonstrating her ability to manage service desk operations effectively.
Previous Experience at Jarden Consumer Solutions
Prior to her current role, Michelle worked at Jarden Consumer Solutions as a Support Specialist Team Lead from 2006 to 2009. In this position, she gained valuable experience in managing support teams and enhancing customer service processes. Her leadership during this period contributed to the overall efficiency of the support operations within the organization.
Experience at Envision Physician Services
Michelle briefly worked as the IT Service Desk Manager at Envision Physician Services in 2017 for one month. During this time, she was involved in overseeing IT service desk functions, contributing to the organization's IT support framework. Although her tenure was short, it provided her with insights into the operational needs of a healthcare service provider.
Education and Training
Michelle studied at Broward College from 1987 to 1989, where she focused on International Business, Trade, and Tax Law. She furthered her education at Nova Southeastern University from 1989 to 1990, continuing her studies in the same field. This educational background has equipped her with a strong foundation in business and legal principles, which she applies in her professional roles.
Achievements in Service Desk Management
In her current role, Michelle has implemented several key initiatives that have significantly improved service desk operations. She decreased the Average Speed to Answer (ASA) by 82%, enhancing response times for the service desk. Additionally, she led the synchronization of Oracle employee profiles with ServiceNow and Active Directory, which improved customer identity validation processes. Her efforts also resulted in a 49% reduction in 'resolved incident' intake over one year, showcasing her effective problem-solving and process improvement skills.