An ambitious, positive and proactive ICT professional with passion for technology, solid educational foundation and healthy experience in network operations and maintenance, customer support, service desk, service delivery and ITSM policy, procedures & processes .Possess excellent organizational skills and a proven track record of managing, mentoring and leading staff and delivering results under high pressure situations. Summary of Key Skills:• Routing & Switching, Network Operations, Analysis & Optimization: Proven track record of managing and maintaining enterprise networks and ensuring network is always available to support services to the valued customers.• Problem Solving and Analytical Skills: Throughout my career I have successfully responded to incidents and problems in a highly proficient and professional manner, investigated RCAs, carried out research and published paper. • Service Delivery & Customer Support: A rich experience in service delivery and providing on ground and telephonic support to internal and external customers within the set KPIs, ensuring service value is delivered to the customer adhering to agree upon SLAs. • IT Service Management & Administration: Extensive experience in IT Service Management, Where I had the opportunity to design, improve and implement IT Policies, Procedures & Processes in line with the ITIL best practices.• Web Design & Development: Passionate about web design and development, extensive experience with building responsive ecommerce websites and web solution for small businesses.