IT Service Management Professional

Supported enterprise applications and SaaS solutions, collaborating with internal teams to resolve complex operational issues and maintain service quality. Produced service, performance, and monitoring reports for Operations and Senior Management to support data-driven decisions.

Monitored application and system performance with Dynatrace and provided on-call support for critical production systems. Maintained IT4IT knowledge-base content, trained first- and second-line support teams, and acted as interim IT Operations Manager when required.

Led a SharePoint migration from local shared drives, ensuring secure handling of sensitive documents and serving as subject-matter expert for site, library, and user-access configuration. Monitored EDI and middleware integrations, supported incident and request routing, and participated in onboarding new clients from application and support perspectives.

Managed Incident and Problem Management processes, coordinating follow-up activities and root cause analyses to improve resolution workflows and reduce recurring issues. Oversaw SLA/OLA compliance, change records, and CMDB governance to strengthen operational control and service quality.

Served as the single point of contact for requests for service and coordinated communication across the service lifecycle. Coordinated UAT and digital transformation rollouts to support smooth deployments and business alignment.

Managed escalations related to missed supplier SLAs with providers and SMEs, including IBM, Kyndryl, and Microsoft. Led on-site support teams and administered IT asset management and software licensing, including budget planning, compliance, and license utilization.

Provided post-migration remote support and managed application-support incidents, helping drive timely resolution and improve end-user experience. Conducted root cause analysis for recurring incidents and implemented corrective actions to reduce repeat issues.

Coordinated vendor relationships and managed IT purchase orders to support timely procurement and escalation handling. Delivered end-user training and change support to improve adoption of IT services and applications.

Led and coordinated Windows 7 to Windows 10 migration activities, including application readiness assessments, vendor liaison, and rollout scheduling to minimize user impact. Planned and executed UAT for internal applications with business stakeholders to validate functionality and accelerate acceptance of changes.

Owned knowledge-base content and user manuals, improving documentation quality, support consistency, and resolution times. Managed service requests and incident responses during infrastructure and application changes, prioritizing SLA adherence and timely stakeholder communication.

Configured workstations and peripherals and provided on-site IT support to employees, troubleshooting hardware and software issues to reduce downtime. Maintained Adobe Connect virtual classrooms and built virtual labs for Microsoft training courses.

Developed IT training materials and delivered user onboarding and training to improve tool adoption and reduce repeat support requests. Documented support procedures and coordinated with trainers and external vendors to resolve escalations efficiently.

Graduated in Network and System Administration. Relevant coursework and hands-on labs included network design, server administration, virtualization, system troubleshooting, and security fundamentals. Completed practical projects deploying and managing Windows/Linux servers and network devices.