Solution-oriented Technical Support with over 4.5 years of experience in diagnosing and resolving technical/customer inquiries and ensuring end to end delivery of MAS (Managed Services) environment for Project Team and key users in accordance with the principles of ITIL. Working alongside the IT team and the Product Support Team during user onboarding/transition to provide MAS resolution, expertise, advice and updates. Monitoring and following the process implementation to ensure all aspects of MAS have been set up according to the agreed SLA. Providing regular performance reporting to both external and internal user. Identifying and implementing continual service improvement.