As an IT Service Management Analyst with 3.6 years of experience, I have a strong background in incident management, problem management, and service desk support. I have successfully handled high priority incidents, driving positive outcomes and limiting impact. My expertise includes working with Microsoft tools such as Power BI, Dynamics, and SharePoint, as well as ITIL framework and ServiceNow. I have been recognized for my exceptional customer handling skills and consistent performance, receiving multiple awards and recognitions from clients and employers. I am a multitasker with excellent planning, organizational, and communication skills, capable of analyzing high volumes of technical data and working in fast paced environments.
Microsoft:
Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements Document troubleshooting steps and service restoration details Create and submit knowledge articles Provide specialized investigation and diagnosis of all Incidents and Service Requests Identify Problems.