Calvin Alexander

Experienced professional with comprehensive experience in driving efficiency and excellence in global service delivery environments. Proficient in mentoring, resulting in high promotion rates and exceeding SLA metrics. Proven track record of directing high-performing support teams, optimizing IT service delivery, and enhancing end-user experience.

Skilled in ITIL best practices, incident management, and technical troubleshooting across diverse IT environments. Adept at executing service desk automation, improving response times, and ensuring compliance with SLAs. Strong background in stakeholder communication, team development, and process optimization to drive operational efficiency.

Committed to leveraging expertise in technical support, asset management, and stakeholder engagement to enhance service operations and drive continuous improvement.

IT Service Desk Management

Service Level Agreement

Incident Management

Technical Support/Assistance

Cross-regional Collaboration

•Major Incident Response

Customer Engagement, Satisfaction Enhancement

Leadership, Mentoring and Team Development

Stakeholder Engagement

Data Center Operations Management

Project Facilitation and Support

Bachelor of Science in Management Information System

University of Maryland Global Campus, College Park, MD, Ongoing

Certifications

CompTIA A+ Certification

Microsoft Azure Fundamentals

Microsoft Certified Profession

ITIL v4 Coursework