With more than 5 years’ experience in Incident and Problem Management and System’s Maintenance, I am knowledgeable in:
- working cross-functionally within the organization to deliver quality and satisfaction to both internal and external customers
- supervision of daily Incident and Problem Management processes, ensuring issues are proactively managed to resolution, impacts mitigated, and root cause eliminated
- performing daily monitoring and identifying and mitigating potential issues before they become incidents.
- improving of the incident mean time to repair (MTTR)
- establishing and maintaining a strong working relationship with Business and customers to align and meet the defines incident SLAs.
- performing statistical analysis and creating business reports
- performing QA and UAT testing on bug fixes and new functionalities
- employing ITIL framework to align company objectives with business process
- employing regulations and standards operations for internal and external auditing
- ITIL processes, enabling continuous provision of quality support services.
Furthermore, while my on-the-job experience has afforded me a well-rounded skill set, I have completed the following qualifications:
- ITIL 4 Specialist: Create, Deliver and Support Certificates,
- ITIL 4 Foundation
- Business Analysis
- Practical Project Management
