• Managed a team which supported clients and projects and demonstrated top quality handling of customer and product service. • Engaged and communicated effectively with developers, analysts and project managers at all levels. • Key role in the installation, testing & maintenance of IT projects.• Led meetings with clients to discuss support issues, solutions and implementation of projects. • Created and initiated a service and delivery support team and maintained positive relationships with clients.• Worked directly under Operations manager to carry out tasks and ensure deadlines were met.• Managed and developed clear and concise training materials, procedures and documentation for internal and external stakeholders.• Implemented reporting for clients outlining quarterly objectives and KPIs based on their specifications.

In my role here I supervised the execution of major incident remediation in support of the client and its users. As an Incident Manger my primary responsibility was to identify emerging incidents and ensure their prompt resolution. I was responsible for addressing and solving service failures as quickly and effectively as possible, while providing prompt, clear communication to internal personnel. I worked with the teams directly associated with the service issue (as well as other relevant personnel) and pushed process from all business units to ascertain appropriate resolution by prioritising tasks and problems. Once the issue has been resolved, I work with the team to establish procedures to prevent similar incidents from occurring in the future. In addition to responding to these situations, I worked proactively to improve the incident management process and ensure that proper reporting of all incidents are compiled and submitted for review.

At Capgemini I worked within a team to provide quality customer assistance and technical help to clients. I answered user inquiries regarding computer software or hardware operation, conferred with users, and conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support. As an IT analyst I also referred major hardware or software problems or defective products to vendors or technicians for service, developed training materials and procedures, and trained users in the proper use of hardware or software, and installed and performed minor repairs to hardware, software, and peripheral equipment.