An ITIL V4 foundation Certified with an experience of 4 years in IT Service management. Proven skills a Change Management Incident Management and service desk possess hands on skillset complying to best standards and practices evolving business needs. Have attended CompuCom internal training on Change management. Strong knowledge of ITIL Change and Incident Management lifecycle, principles, processes, roles, functions and activities. Demonstrated strength in gaining access to critical Service management tools - Service Now, LogMeIn, SharePoint, Cherwell and CRM etc. Proven competency in understanding and communicating high level technical concepts by evaluating, planning, defining and implementing innovative solutions to minimize impact, enhance quality and ensure optimal up time of critical systems and services in various environments. Proven success in conducting initial site incident investigation, collecting essential information across all technical disciplines, identifying root causes, determining tasks to prevent recurrence and driving their executions. Proven experience in vendor management and stake holder management
As an Operational Team Leader, I have successfully handled an delivered several teams such as service desk, Field service command center, working with geographically diversified and multifunctional to share information, identify mutual goals, and inspire ad influence others to mobilize and achieve shared goals. I have also implemented strategic plans for information systems and technology solutions, acted as the escalations gate from operations delivery for issues related to vendor and partner, resolved customer complaints, and coordinated with various technical teams working on different technologies , such as ServiceNow. My goal is to provide high quality and efficient IT service delivery to the clients and stakeholders, and continually improve the process and performance of the teams i lead.
Service Delivery
ITIL V4 certified