Over 15 years of experience managing teams in various aspects of the IT service delivery domains with a focus on end user experience and customer satisfaction. I have helped lead and motivate teams both small and large local and remote to help them exceed expectations and meet various SLAs. Expert in ITSM/ITIL process implementation and service delivery mostly as a Manager/Track lead and service desk/NOC manager. Resource development through effective communication and creative training modules. I have served in various IT roles including production manager, team lead, technical lead, contact center supervisor, IT trainer, help desk & NOC manager.
Proven record of process implementation & improvement working on accounts going thru transition as well as steady state with measurable performance indicators.
A highly motivated individual in the field of IT as a profession and more importantly passion. Received multiple performance awards at every single organization I have worked for and led by example of hard work and dedication. Known for my exceptional problem-solving skills that are proven and tested throughout the years on various accounts & industries.
proficient in industry and process improvement best practices i.e. Lean, Six Sigma
“Twenty years from now you will be more disappointed by the things that you didn’t do than by the ones you did do, so throw off the bowlines, sail away from safe harbor, catch the trade winds in your sails. Explore. Dream. Discover.” —Mark Twain
IT Help desk setup & operations
ITIL consulting
Remote technical support (Windows, Mac, software installs, troubleshooting)
Executive IT support (VIP-level users)
Remote onboarding/offboarding
Active Directory & Intune troubleshooting
Processes: ITIL/Change Management/Six Sigma/Lean IT/Critical Incident Management/On Boarding/Contractor Renewals/Resource Management & Development/Knowledge Transfer & Knowledge Management/Disaster Recovery/Patching/Server reboots/Incident & Request management/VIP customers/Technical bridges/IT Communication/Root Cause Analysis (RCA)/Imaging/FCR opportunity identification/Identity & Access Management (IAM)/Opportunities for Automation/Daily, Weekly, Monthly reports on numerous SLAs/KPIs (Key Performance Indicators)/User Acceptance Testing (UAT)/OSI & TCP/IP Layers & Best troubleshooting approaches. Service transition/Knowledge transfer/Knowledge management/Train the trainer for go live
Software & Technologies: Microsoft Intune/Entra ID/Azure Active Directory/Auto Pilot/Jira/SCCM/Service NOW/Remedy BMC/CA/Power BI/Active Directory/Citrix Director/Exchange Control Portal/SharePoint/Microsoft Office , Suite/Adobe Suite/CSG Call Manager/CISCO Call Manager (CUCM)/ CISCO Unity Connection Tool (CUCA) /CISCO (CUIC) Reports & Dashboard/CISCO Jabber/CISCO Finesse/CISCO CCE Admin/Switches/Routers/Avaya & Cisco IP Phones CMS call Manager & Reporting/MCRS Reporting/Verba Recording/XenMobile/Bomgar/Webex/Live Meeting/GoToMeeting