Summary of Career

1. • Managing resources to meet daily delivery schedules.

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2. • Meeting service goals with available resources.

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3. • Delegating responsibility and ownership of tasks to staff.

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4. • Delivering services in accordance with agreed service level agreements.

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5. • Worked closely with helpdesk teams to achieve excellence & create a workflow to reduce incident duration and increase responsiveness.

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6. • Monitoring staff to ensure the prompt resolution to all client queries.

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7. • SLA & OLA management to maintain CSAT.

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8. • Writing up service deliver agreements.

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9. • Provide Weekly and Monthly service delivery reports to the IT Head.

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10. • Reports & Metrics Analysis & Data Preparation.

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