Ad hoc role as Scrum Master (since 2023) - Leading a team of 9 ITSM members through Scrum processes, collaborating with other Scrum Masters. Working with the Product Owner to drive improvement, defining user stories with ITIL Process Owners in AzureDev Ops. Advocating for Scrum values, monitoring backlogs, tracking project performance, and providing updates to the Product Owner.As part of the IT Service Management team, develop and improve development of procedures and processes to maintain data quality in CMDB which will be used for continuing configuration data management of Ørsted IT. Perform data maintenance, data change reconciliation, data quality audits, and troubleshooting problems encountered in the automated discovery process. Train/re-train new employees and existing stakeholders on CMDB.

Manage, assess and improve Ørsted IT service management assigned processes such as Incident Management, Change Management, Problem Management, and Event Management and the coordination of all live tickets within Ørsted IT, ensuring process adherence of IT service management best practice and SLAs. Facilitate and coordinate root cause analysis, incidents and CAB meetings as and when required.

Create, track and manage new assets prior to being deployed as a Configuration Items (CI) into Configuration Management tool (CMDB). Prepare analysis, record and report asset transactions for financial records.

First-line technical support for open systems environment and alert monitoring on IT environment. Worked closely with ITIL process coordinators to adhere Incident and Change management process meet compliance using Service-Now. Participate in CAB meetings for production change implementation and monitoring. Held extra responsibilities to facilitate and chair daily and weekly operations meetings, facilitate high priority incidents with service manager's, assist CMDB team to housekeep CI information, participated in 90 days ticket program to maintain ITIL process-oriented environment ensuring compliance are met, plan training budget for open systems team, document and train current and new employees on current and changed process, participated in Mentor and Mentee Program by being a mentee for career progress, participated with event management team to suppress unwanted alerts reducing irrelevant incidents to operation center.

First and second IT technical support service request and incident management handling via phone ensuring first call resolution meet

First-line IT technical support via phone and emails and coordinate shift workflow. Assist operation manager on duty during high priority incident escalation by engaging the right technical responsible and communicating executive page communication to relevant stakeholders. At the same time articulate and suggest new process update based on the latest IT process changes.

Technical support for Linksys Network devices mainly for the US region. Maintained personal KPI and team goals. Ensured cases were resolved meeting customer expectations in a timely manner within SLA and well documented to achieve performance target.