I strive to ensure the smooth delivery and support of IT services, aligning them closely with our organization's needs. My focus lies on delivering high-quality services, prioritizing customer satisfaction, and optimizing operational efficiency within the IT department.Main responsibilities:• Coordinate team activities and manage tickets to ensure timely delivery and quality outcomes.• Organize workloads and assign tasks based on team members' knowledge and skills.• Implement proactive measures to prevent recurring issues, prioritizing prevention over reactive problem-solving.• Define, monitor, and analyze key performance indicators for the IT Help Desk team to identify improvement opportunities and implement strategic changes.• Facilitate collaboration and communication among team leaders and management to achieve departmental and organizational goals effectively.• Propose and implement process enhancements and organizational adjustments to improve team performance and effectiveness.• Ensure adherence to company policies and procedures to maintain operational compliance and integrity.• Participate in the selection and onboarding process of new team members.• Facilitate the professional development and growth of team members through training and mentorship.• Provide constructive feedback to team members on their performance and task completion.

I ensure the seamless delivery and support of IT services to align with the organization’s requirements. I focus on ensuring high-quality service delivery, prioritizing customer satisfaction, and optimizing operational efficiency within the IT department.Main responsibilities:• Leading a high-performing team of 10+ professionals, ensuring their productivity, professional development, and alignment with organizational goals.• Overseeing and optimizing Service Desk operations, ensuring seamless support and adherence to service level agreements (SLAs), including problem intake, troubleshooting and escalation through full problem life cycle.• Oversee the resolution of incidents, problems, and service disruptions, implementing preventive measures to minimize future occurrences.• Manage IT changes effectively, ensuring minimal disruption to services and coordinating change processes in line with best practices.• Responsible for overseeing and upholding the organization's IT service portfolio.• Collaborating closely with the security team to uphold technology security services, ensuring compliance with standards and processes.• Deployed the 2BeAdvise platform to enhance employee training and evaluation, specifically focusing on Security and Data Protection protocols.• Introduced Jira Service Management as a ticketing system to streamline IT request processes. • Overseeing specialized technology projects and initiatives, including the successful migration of the Atlassian suite to the cloud.• Member of the Steering Committee dedicated to SharePoint initiatives.I am proficient in enterprise architecture, identity and access management (IAM), collaboration platforms, and security technology at an advanced level.

Microsoft Windows Server, network and complete IT solution engineering, deployment and maintenance and support for company users.• Responsible for the execution of all activities related to the operation, maintenance, troubleshooting and support of IT network systems and equipment;• Actively participating in ensuring business continuity of Leasing, the fully functional operation of IT network systems;• Performing all operational tasks related to the implementation and modernization of systems, services , technology, platforms and solutions;• Securing network by developing network access, monitoring, control and evaluation; maintaining documentation;• Design and operational management by developing and implementing security policies, standards, guidelines and procedures to ensure the information in IS. Permanently increasing users IT security knowledge and awareness.;• Activities based on prevention of incidents in IT network systems as well as security breaches and forensics;• Maintenance and monitoring of Disaster recovery systems and overall company backups;