Ernest Paul

Role: Team Manager

• Managed and delivered high-quality IT services to clients, ensuring adherence to SLAs and customer satisfaction.
• Leading a team of 20+ members, providing guidance, mentorship, and performance evaluations.
• Developed and implemented strategies to improve service delivery processes, resulting in a 20% increase in efficiency.
• Coordinated with cross-functional teams to ensure seamless project execution and delivery.
• Conducted regular client meetings to review service performance, address issues, and identify improvement opportunities.
• Prepared and presented detailed reports on service delivery metrics and project progress to senior management.
• Managed budgets, resource allocation, and project timelines to ensure successful project completion within constraints.
• Drove continuous improvement initiatives, reducing incident response time by 30% through process optimization

Internal Role: Major incident manager

· Handling escalations from the clients effectively and getting the issues fixed in a timely manner.

· Running the triage call during the time of outages.

· Sending out notifications during outages.

· Chasing the support teams for updates.

· Coordinating and Managing the major incident till closure.

· Following the ITIL Process.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Delivered Tier-3 support and SME input to internal and external customers.
• Maintained response times to support business continuity.
• Communicated with stakeholders to share critical technical information and deliver project updates.
• Updated and maintained current customer support database.
• Part of team initiatives programs