yamun yilkes

I bring over five years of diverse professional experience across aerospace manufacturing, IT support, business analysis, customer service, and operational troubleshooting. My background reflects a unique blend of technical expertise, analytical thinking, and strong people-focused communication.

As an Airplane Structural Technician at Gulfstream Aerospace, I applied advanced methodologies such as Root Cause Analysis, Six Sigma, FMECA, and Fault Tree Analysis to resolve recurring issues and improve operational efficiency. I worked closely with engineering teams, created detailed reports and SOPs, managed tickets, and supported enterprise applications—often in high-pressure, precision-driven environments. I consistently delivered accurate results while maintaining compliance, quality, and safety standards.

In my experience as a Business Analyst, I strengthened my skills in process mapping, requirement gathering, documentation, user acceptance testing, and cross-team communication. I translated complex technical information into clear, understandable language, supported ITSM workflows, and contributed to system enhancements for better business outcomes.

My background also includes strong technical support roles, where I diagnosed and resolved hardware, software, and network issues, maintained IT infrastructure, and documented incidents using platforms such as ServiceNow and Jira. I collaborated with vendors, trained users, and ensured smooth system performance across multiple environments.

Additionally, I have a solid foundation in customer service, gained through assisting healthcare clients with UnitedHealthcare. In this role, I guided customers through complex processes, maintained empathy and professionalism, and resolved issues efficiently—skills that continue to support my customer-facing responsibilities today.

Overall, I am a disciplined, adaptable, and detail-oriented professional who excels in:

Technical troubleshooting and IT support

Precision manufacturing and operational analysis

Customer interaction and high-quality service

Business process improvement and documentation

Cross-functional teamwork and communication

ITSM tools like ServiceNow and Jira

I take pride in delivering results, supporting team success, and creating positive experiences for both clients and colleagues.

The ITIL (Information Technology Infrastructure Library) Foundation certification. Key skills associated with ITIL Foundation include: ● Service Management: Understanding the core principles of IT service management (ITSM) and how to deliver value to customers by aligning IT services with business needs. ● Incident Management: Recognizing and responding effectively to incidents to restore services quickly, minimizing disruptions and ensuring business continuity. ● Problem Management: Identifying root causes of recurring issues, developing long-term solutions, and preventing future incidents by improving the stability and reliability of services. ● Change Management: Managing changes in the IT environment to minimize risks, ensuring that changes are implemented with minimal disruption and are properly documented and reviewed. ● Service Strategy: Developing strategies that align IT services with organizational goals, balancing resources and setting priorities to meet business objectives. ● Service Design, Transition, and Operation: Designing, implementing, and operating services that meet quality standards, ensuring smooth transitions and reliable service delivery. ● Continual Service Improvement: Employing best practices to monitor, review, and improve IT services continuously, using metrics and feedback to enhance efficiency and effectiveness ●Customer Service Orientation: Enhancing customer satisfaction by focusing on the quality and reliability of IT services, ensuring they meet user