I currently manage and lead the IT Help Desk Team of ServiQual, the team is compromised to L1 to Technical leaders. We manage and ensure the IT infrastructure of our clients is running smoothly on a daily basis on every level. We have over 200 clients (Local, Regional & International)As part of my role , I actively contribute toBusiness Growth 1) Creation of Standard IT Support Packages for clients2) Presales for new clients for Help Desk Support packages3) Work closely with Client Account Manager to build lasting relationship with customers4) Conduct IT & Infrastructure audit for existing and new clientsIT Industrialization 1) Creation of Knowledge Base2) Creation and implementation of Help Desk Dashboard for reporting & Follow up 3) Implementation of SLA to ensure customer satisfaction 4) Optimize Ticketing system for more efficient use5) Optimize Automation Tool6) Launch Proactive monitoring toolTeam Management 1) Act as mentors for L1 & L2 for professional growth 2) Act as escalation point for Incident Resolution 3) Root Cause Analysis for Problem Resolution

• Develop strategies to pre-empt potential problems from occurring• Enables development of problem solutions• Create, update, train and establish organization-wide problem management protocol and standards• Develops organizational policies, standards, and guidelines for methods and tools• Leads the development of organizational capabilities for methods and tools (including automation) to ensure adoption and adherence to policies and standards• Sets direction and leads in the introduction and use of techniques, methodologies and tools, to match overall business requirements, ensuring consistency across all user groups• Leads on formal processes such as compensation negotiations and disciplinary procedures• Sets performance objectives, and monitors progress against agreed quality and performance criteria• Ensures that appropriate action is taken to anticipate investigate and resolve problems in systems and services• Assists with the implementation of agreed remedies and preventive measures• Coordinates the implementation of agreed remedies• Ensures that such problems are fully documented within the relevant reporting system(s)• Create, update and maintain of Known Error Database(KEDB)• Actively contribute/participate to ISO 20k certification

• Restore failed IT service as quickly as possible• Identification of problem• Ensure escalation and follow up of major incidents• IRP creation and maintenance• Incident Trend Analysis• Process design & Process improvement• Setting and maintaining OLA & SLA• Design, Implement and Improve KPI• Standardization and automation of recurring incidents• Performance monitoring and performance appraisal of team members• Leading WW workshop on continuous improvement• Identify, initiate, schedule and conduct Incident reviews• Ensure the closure of all resolved incident tickets• Professional growth of team members• Restructuring of the team to cater for two team leads

• Take in charge and Resolution of Level 2 and Level 3 change andincident tickets• Act as support on OS and Cloud technologies• Advanced debugging session on change and incident tickets• Documentation of all actions done through advanced debuggingsession (Knowledge base)• Ensure that team is working as per listed procedures• Weekly reporting for all accurate and details report• Act as a technical interface between team and management• Ensure fair task assignment to team• Motivate and encourage team• Working on team roster

• Manage users and groups• System Maintenance• File system management• Documentation• Manage Basic Networking• Deploy, configure and maintenance of systems• Manage basic networking• Manage security• Incident Ticket treatment level 1• System Update & Upgrade

• Patching• Antivirus conformity checks and corrections• Inventory conformity checks and corrections• Backup conformity checks and corrections