● Oversee and manage a team of 25 resources (Admin, Desktop, DC, Network, Project, Wintel) for IT related infrastructure and service delivery● Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service level agreement● Act as an escalation point for all support related queries and issues● Accountable for forecasting and management of the account P&L● Perform personnel recruitment, performance assessment, mentoring, and training● Continually reviewing and identifying service improvements● Reduced attrition rate and contributed to increased customer satisfaction in assigned accounts

● Lead a team of resources (Desktop engineers, SCCM engineers, Wintel engineers and outsourced ServiceDesk) to perform service delivery at a Statutory Board (NP)● Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service level agreement● Providing accurate and regular reports to stakeholders and management on performance of the service delivery● Perform personnel recruitment, performance assessment, mentoring, and training● Continually reviewing and identifying service improvements● Generate billing reports, knowledge base articles, writing and implementing SOPs● Perform basic administration of ITSM (ServiceNow)

● Organized and prioritized work to complete assignments in a timely, efficient manner● Worked well independently and in a team to solve problems● Provided superior customer service to clients by addressing all questions and concerns● Served as a friendly, hardworking, and punctual employee● AFM support in Ministry Agency / Statutory Board (MFA/HSA)● Roving L2 operation support for commercial accounts● Work with Senior Management/VIP Account support● Lead Tech Refresh for Agency during course of work

● L1 regional service support ticket management according to best practices for ITIL● L2 local desktop support for 150 users● Support VIP users in BAU operational duties● IT asset management● Microsoft Active Directory Management ● SCCM administration for local deployment cycle● Telecommunication systems support (Cisco/Microsoft/Polycom)● Updating documentation on BAU processes