Kristina C.
About Kristina C.
Kristina C. is an IT Manager with extensive experience in IT support and management, currently working at Keap. She has developed service level agreements and help desk policies, and has a strong background in technical support and customer service across various organizations.
Current Position as IT Manager
Kristina C. currently serves as the IT Manager at Keap, a position she has held since 2020. In this role, she has developed and implemented help desk policies and procedures aimed at improving communication and efficiency within IT support operations. She also established processes to enhance coordination between the IT Help Desk and other IT teams, ensuring seamless operations. Kristina acts as the escalation point for major service disruptions, facilitating effective communication with end users and stakeholders.
Previous Experience at Keap
Kristina has a significant history with Keap, where she worked in various roles. She served as a Systems Administrator from 2018 to 2021 and as Technical Support from 2015 to 2018. During her time at Keap, she created Service Level Agreements (SLAs) to set clear expectations for problem resolution and response times. Her experience in these roles contributed to her understanding of IT operations and support.
Professional Background in IT
Kristina's career in IT includes positions at several notable companies. She worked as a NOC Analyst at Limelight Networks from 2013 to 2014 and as Server Support at GoDaddy from 2009 to 2013. Additionally, she held the role of Resolution Manager at GC Services for one year in 2000. Her diverse experience in IT support and management has equipped her with a broad skill set relevant to her current role.
Educational Qualifications
Kristina holds a Bachelor's degree in Computer Science and Information Technology from Northern Arizona University, which she completed from 2016 to 2018. She furthered her education by obtaining a Master's degree in Computer Science, specializing in Information Technology Project Management, from the same institution between 2020 and 2021. Additionally, she studied Film Production at Scottsdale Community College from 2006 to 2010.
Mentorship and Training Initiatives
In her professional journey, Kristina has focused on mentoring and training Help Desk professionals. She emphasizes their professional development and skill enhancement, contributing to the growth of her team and improving overall service delivery. Her analytical skills enable her to assess key metrics and KPIs, providing leadership with insights into incident trends.