Skills
Team Leadership
10+ Years
Process improvement
5-10 Years
Server Administration
5-10 Years
Data Analysis
2-5 Years
Management
5-10 Years
Administration
5-10 Years
Delivery
5-10 Years
Active Directory
5-10 Years
Help desk support
10+ Years
- Customer Service
10+ Years
AB Testing
2-5 Years
Incident Management
10+ Years
Content Management Systems
2-5 Years
IT Service Management
10+ Years
SLA Management
5-10 Years
Experience highlights
Service Delivery Manager
Intellium Technology
·
July/2023
–
Present
Ensured daily support and BAU operations quality. Led Document and Remote Management System implementation. Enhanced help desk platforms and recruited technical support team. Aligned departments for consistent customer service.
Service Desk Manager
IT360
·
March/2021
–
Present
Led team of 7 engineers managing Service Desk Operations. Handled ticket dispatching, escalations and process improvements based on KPIs. Ensured ITIL Framework adherence and client SLA compliance.
L2 Service Desk Engineer
IT360
·
May/2017
–
Present
Provided Level 1-2 support as first point of contact. Installed, configured and maintained server hardware and operating systems. Assisted with project implementations and onsite troubleshooting.
NOC Team Lead
Fujitsu
·
July/2015
–
Present
Led team of 12 managing event monitoring, incident escalations and data centre operations. Ensured ITIL framework compliance, managed SLAs, coordinated incidents and produced monthly KPI reports.
Senior NOC Service Desk Agent
Fujitsu
·
June/2011
–
Present
Provided Level 1-2 helpdesk support handling escalations and service requests. Managed Active Directory and Exchange accounts. Monitored infrastructure alerts and performed data centre operations.
