10+ years of experience in IT Service Operations, Technical helpdesk and Network Support comprising 4+ years’ experience of leading tier 1 and tier 2 Technical Analyst and Support Engineers. A result oriented and customer focused individual seeking a position utilizing the following skills: o IT Service Management (Service Availability, Incident Management, Problem Management, SLAs / OLAs, Continuous Improvement, ISO27001 (ISMS) and ISO9001 (QMS) Implementation, ITIL Best Practices, IT Service Desk and Vendor Management) o System Support: Windows10, SQL Server, VMware Certified Professional, Desktop Support, Server Support, Troubleshooting, Backup, Data Recovery o VOIP Support: Zyco PBX System (Asterisks Based) Troubleshooting Calls issues, Vicidial Call Center Solution, Skype for Business IP Phones Yealink T49 G, Avator PBX system o Contact Centre Operations Management (Customer Retention, Customer Satisfaction, Technical Account Management, Training, Team Performance Management) o Unified Collaboration: Polycom real presence Group 310,500,700. Rmx server, VBP Server. Skype for Business, Microsoft Lync. o Web designer/Programmer: Website designer, Programmer, Java and PHP developer