S. ROBINSON STANZALOUS

Manage Service Desk day-to-day operations, ensuring agreed targets are met and relevant
qualitative standards are achieved.

Responsible for putting in place structure that ensures early identification of issues around
process, people to minimize impact on business.

Analyze workflow and assignments to ensure efficient operations, develops/implements
process, program or service improvements to meet such needs.

Stake holder management - Co-ordinate effectively in a multi-tower integrated delivery model
to ensure smooth delivery of operations and relationship management and handle escalations
for both delivery/operations and in any of the new deals (data deep dive, RCA, etc.)
 Attend and co-ordinate monthly / quarterly review calls with the client to review the process
performance, track action plans to closure

• Optimized service delivery for enhanced customer satisfaction through effective management of daily operations.
• Monitored service level agreements to ensure compliance and maintain high customer satisfaction.
• Conducted audits of incident management processes, identifying improvement opportunities.
• Coordinated with external stakeholders to communicate incident impacts and resolution strategies.
• Resolved complex issues by analyzing root causes and implementing effective solutions.
• Applied change management strategies to minimize disruption during new system adoption.
• Prepared reports on service delivery outcomes, enhancing stakeholder transparency.
• Helped organisations manage and implement change with minimal disruption to operations.
• Supported teams during implementations and produced clear instructions outlining changes.
• Conducted post-implementation evaluations to assess the long-term impact of change initiatives, making recommendations for ongoing improvements.

• Prioritized customer support issues by severity to ensure prompt resolution.
• Conducted root cause analyses to identify problems and suggest actionable solutions.
• Demonstrated expertise in incident, change, knowledge, and problem management methodologies.
• Prepared weekly performance reports with graphical data for tracking service metrics.
• Engaged clients and stakeholders using Office 365, Verint, ServiceNow, and Dynamic tools.
• Managed daily operations to optimize service delivery and enhance customer satisfaction.
• Monitored staff performance and created targeted improvement plans.
• Coordinated with external stakeholders to communicate incident impacts and resolutions effectively.

• Managed escalations for priority tickets by coordinating with multiple domain teams for swift resolution.
• Prioritized customer support issues based on severity, ensuring appropriate representatives handled each case.
• Oversaw incident management for P1 and P2 incidents, engaging relevant teams and following up with problem management.
• Conducted root cause analysis to identify issues, developing action plans for effective resolution.
• Compiled weekly reports and graphical performance data for stakeholder reviews, ensuring transparency in operations.
• Prepared and distributed daily operational reports detailing chat and voice performance metrics.

• Prioritized P1 and P2 incidents, coordinating resolution efforts with relevant teams.
• Facilitated SWAT calls and conference bridges to resolve high-priority issues effectively.
• Oversaw change management processes, conducting Change Review Board meetings and reviewing changes.
• Delegated tasks among 15 team members to achieve timely module completion.
• Developed standard operating procedures (SOPs) and updated knowledge articles in the portal.
• Submitted weekly and monthly service management reviews to clients and senior management.
• Monitored network alerts using Orion and Dynatrace, identifying issues for prompt action.
• Managed end-to-end service delivery processes, enhancing operational efficiency and customer satisfaction.

• Led incident management for flight booking support, focusing on P1 and P2 incidents.
• Coordinated swat calls across teams to resolve priority issues efficiently.
• Managed a team of 15 members by assigning tasks and overseeing performance metrics.
• Monitored Dynatrace tools to identify and resolve false alerts promptly.
• Created and updated knowledge articles in knowledge portal to improve resource accessibility.
• Prepared monthly reports and SLA documents while attending customer calls and onsite meetings.
• Directed priority management efforts, ensuring timely follow-up with problem management teams.
• Functioned as incident coordinator, specializing in IT infrastructure services.

• Coordinated real-time follow-ups with global support teams for priority incident resolution.
• Arranged SWAT calls and conference bridges to address critical issues collaboratively.
• Created, logged, and updated incidents using ServiceNow tool for effective request management.
• Generated change requests and service requests for IT infrastructure adjustments.
• Finalized draft communications in collaboration with support team owners.
• Developed and updated knowledge articles in the knowledge portal for reference.
• Executed Intune package deployments, patch updates, and imager profile creations.
• Monitored network alerts via Orion, identifying outages and conducting troubleshooting efforts.

• Executed problem solving and troubleshooting for DELL products, including laptops and desktops.
• Analyzed customer queries to resolve issues effectively.
• Managed irate customers to enhance overall customer experience.
• Delivered exceptional problem resolution on first contact to improve service efficiency.
• Maintained average handling time to optimize productivity.
• Achieved maximum margin per call through effective communication and resolution strategies.
• Adhered to quality requirements for consistent service delivery.

• Directed preventive maintenance operations to enhance equipment reliability.
• Supervised cross-functional maintenance teams, ensuring effective collaboration and performance.
• Streamlined equipment servicing and scheduling processes to improve efficiency.
• Managed imports and exports to optimize supply chain operations.

• Executed installation and winding of SMPT power supply units.
• Conducted electronic and electrical maintenance work to ensure operational reliability.
• Produced X-ray generators and SMPT units in compliance with quality standards.
• Manufactured SMPS transformers and X-ray generators for various applications.