About Me
Professional Summary
15+ years in Managed Network Systems and Technical Support services including but not limited to NOC management, Service/Help Desk, Incident and Problem management. Experience with supervising and managing 24x7 NOC/Dat...
Show MoreSkills
Others
Operating System
Database
Web Development
Portfolio Projects
Company
ITSM Incident Management
Description
Provided the foundation and wrote process and procedures for the Service Availaiblity related to Incident Management. Including the ticket work flow process.
Show More Show LessSkills
Windows OS MS Office Sharepoint 2016Company
ITSM Support
Description
Responsible for driving the efficiency and effectiveness of the Incident and managing and coordinating activities between multiple ‘n’ level support groups to ensure adherence to Service level Requirements (SLR) where multiple groups are needed to resolve a single incident. Providing effective communication to Senior Management, Customers, Users, and Technical staff. Conducting a thorough analysis and preparing the Major Incident Report (MIR.) for every Major Incident after it is closed
Show More Show LessSkills
MS OfficeTools
jabberCompany
NetSync
Description
Supervise Netsync technical staff Desktop Support and Helpdesk team’s day to day management and workload. Establish single point of contact for issue resolution and change management Ensure SLA's are being meet by meeting with customer IT management teams at regular intervals t review performance against service level agreements. Develop guidelines and methodologies to ensure that the nature of each service call is well understood by both parties from inception to resolution.
Show More Show Less