• Responsible for the development, modification and administration of the ITSM tool, ServiceNow.• Highly competent with many ServiceNow modules including Import Sets, Transform Maps, Reference Qualifiers, Performance Analytics, Reports, Dashboards, Automated and Formula Indicators as well as Contract, Assets and CMDB Management.• Responsible for the company’s lucrative and complex Rebate programmes with Cisco, EMC and VMWare. • Achieved growth in rebates year on year, taking it from $200k a year to $1 million in the space of 4 years by analysing by identifying significant opportunities and strategies for maximising potential. • Delivery of quarterly presentations to key stakeholders in the business providing complex analysis of company metrics, trends and figures.• Responsible for the development, modification and administration of the finance/sales tool, SAP Business One (B1).• Writing complex SQL queries using Microsoft SQL Server Management Studio (SSMS) - designing reports, alerts and Power BI dashboards to improve sales and service performance and processes. • Designing custom made Infor Query & Analysis reports for the Sales, Finance and Service Delivery departments to enable daily functions as well as monthly/annual analysis of KPIs.

Responsible for the daily administration of customer orders and database maintenance.Created and developed department processes, procedures and work instructions.Quality Controlling of all department functions – paperwork and rings, prior to dispatch.

• Acting as escalation point on client complaints and issues. Process these by following set company procedures and project manage to completion.• Chairing weekly conference calls with client Business Units to discuss the service provided, forecast work load and evaluate risk exposures to the client.• Presenting to clients during Service Reviews on the company performance. • Providing front line day to day support to client queries via telephone, email and online ticketing system. • Ensuring clients received the highest level of service in accordance with their contractual SLAs and customer expectations.• Provided technical IT Helpdesk support to clients and its users on the company portal’s tool and services.