Diana Garcia

Project Coordinator

Strada

Jan 2025 - Current (1 year 10 months)

• Established and maintained project documentation, financial trackers, and governance records
within PMO tools, ensuring alignment with project management methodologies and organizational
standards.
• Managed weekly financial reporting for 10-15 projects at a time, project budgets, and summary
dashboards to provide stakeholders with clear visibility of project health and performance.
• Developed and maintained project plans, timelines, and milestone tracking to ensure transparency
on deliverables, risks, and overall project progress.
• Strengthened PMO communication by coordinating status updates, preparing stakeholder reports,
and facilitating cross-team alignment.
• Proactively identified pote

Liaison Officer

SoftwareOne

Jan 2021 - Jan 2025 (4 years 1 month)

• Served as the primary escalation and coordination lead between Sales leadership and Operations
teams for an average of 60 high-priority customer incidents.
• Directed resolution strategies for complex operational issues, ensuring rapid response within 24-
hour SLA targets.
• Led cross-functional collaboration across CLM, Sales, and Customer Success teams to negotiate
resolutions and maintain customer relationships.
• Managed end-to-end coordination of critical incidents, ensuring alignment between internal teams
and enterprise customers.
• Acted as project manager for long-term operational improvements resulting from recurring
escalations.

Access Management Administrator

Computacenter

Jan 2017 - Jan 2019 (2 years 1 month)

• Led a team of 4 second-level technical support specialists, achieving a 95%+ resolution rate for
escalated incidents within SLA targets.
• Managed administration and lifecycle support for 1,000+ user accounts using Microsoft Exchange
tools, ensuring secure and efficient account management.
• Oversaw escalation handling for complex technical issues, coordinating resolution efforts and
maintaining high service reliability.
• Monitored support performance and SLA compliance, driving timely issue resolution and improved
customer satisfaction.
• Provided guidance and operational support to technical agents, strengthening team effectiveness
and service delivery.

S

Sales Support Operations Team Lead

• Led and developed a team of 13 associates supporting complex, high-priority enterprise accounts.
• Oversaw operational performance, workload distribution, and service delivery for key global
customers.
• Designed and implemented a new delivery model for major clients, improving operational efficiency
and generating measurable cost savings.
• Managed stakeholder communication across sales leadership, account managers, and operations
teams.
• Established reporting processes to track service levels, operational performance, and customer
satisfaction.

About

Detail

Timeline

Résumé

Diana Garcia

About

Detail

Behavioral traits