Support & Service Specialist

Personal summary

As a highly qualified and experienced consultant, I provide top-notch consulting services to businesses seeking to achieve their goals. With a proven track record of success, I have accumulated numerous accolades, including being awarded the title of Most Impactful Team of the Year, nominated for Unsung Hero and New SFer of the Year, and winning Employee of the Year in 2016. My ITIL 4 and 3 Foundation certifications, as well as my BCS Specialist Certificate in Service Desk & Incident Management and Problem Management, demonstrate my expertise in service management, administration, and reporting. My extensive experience in directing, planning, and improving ITIL practices and strategies, troubleshooting and root cause analysis, automation and integrations, and operation and service management, among others, make me a valuable asset to businesses across a range of industries. I have created and managed the Request, Incident, and Problem Management, and I created/hired the Incident Management team from scratch, as well as fulfilled JIRA Administration and Automation to create a Service Management Platform across Operations & Engineering. As the founder and consultant of Operations Automated, I have developed VCOM, a methodology that merges existing frameworks and methodologies, creating an operation framework for the entire Operations department instead of focusing solely on support frameworks. My management philosophy is centred on empowering and developing individuals, promoting excellence, and driving change through automation. I lead by example and foster a positive work environment where employees can grow and excel. I am committed to consistently delivering results while also creating a culture of innovation, collaboration, and open communication.

Skills

SQL10 2nd & 3rd level support10 Incident management10 Change management8 Service-level-management (SLA)10 ServiceNow10 Jira3 ITIL10 Agile development5