Excellent project leadership skills, directing multiple global projects with cross-disciplinary project teams. Skilled in identifying and prioritizing deliverables, delegating assignments, and ensuring individual and team accountability for the on-time, on-budget achievement of all project milestones.Strong customer relationship management skills, serving as a customer advocate supporting internal and external customers of all backgrounds and cultures. Solid ability to ensure compliance to complex contracts and service level agreements, create and develop RFPs and communication plans for all projects.Proactive, resourceful problem-solver, creating plans, processes, or tools to facilitate effective issue resolution and collaboration across delivery channels.

Worked well in team setting, providing support and guidance.Managed time efficiently in order to complete deliverables 100% within deadlines.Demonstrated respect, friendliness, and willingness to help wherever needed.Developed strong organizational and communication skills through coursework andvolunteer activities.Delivered services to assigned locations within specific timeframes.Identified issues, analyzed information, and provided solutions to problems.Skilled at working independently and collaboratively in team environment.Work with various teams to define IT requirements for new business systemsimplementations (including cost, deployment and integration issues).Manage technical staffing, including recruitment, supervision, scheduling, development,evaluation, and disciplinary actions.Provide clear business-based cost justifications for proposed improvements to IT systemsincluding developing business case justifications and cost/benefit analysis for spendingand initiatives.Benchmark, analyze, report on, and make recommendations for improvement andgrowth of IT services and systems. Report on KPIs and SLA targets on regular basis.Demonstrated strong organizational and time management skills while managingmultiple projects.

Educated German Telecom (Vodafone, Pyur) stakeholders on Service Desk dataprotection tactics to reduce SLA breaches.Provided recommendations regarding new hardware and software to keep ITinfrastructure up to date.Oversaw document development across project workstreams to create internal controlstatements per compliance and regulatory standards.Participated in internal audits regarding quality management systems.Offered input for complex documents to support client-ready final versions.Communicated and explained business requirements to team members to understandand implement functional demands.Analyzed existing systems and databases and recommended enhancements to solvebusiness needs

Project: Vodafone Germany (Both Onshore/Offshore): May 2018• Providing strategic business process modelling, traceability and quality management techniques• Gathering, Reviewing and analyzing data to provide solution• Best practice for effective communication and problem- solving • Interacting with SME's and IT Solution Architects to develop technical solutions to business problems, Creating and maintaining process documents• out in a timely manner and reliable way• End To End coordination with Internal Resources and Third Parties/Vendors for flawless execution of Projects• Enabling beneficial changes to be made, with minimum disruption to IT Services• Appropriate verification techniques to manage changes in project scope, schedule and costs

IT Service Delivery Manager________________________________________Project: Reliance From: Jan 2017 to Nov 2017• Working with Reliance Industries over seeing and managing infrastructure support of IT; as a primary key point of contact between internal and external stakeholders which includes Making Business Proposal, Managing FTE’s, Budgeting, Costing• Gathering Business requirements from Prospects, Respond to RFI and RFP• Performed local administration and operations functions as appropriate in accordance with standards, policies and procedures• Deliver projects and products using the appropriate agile project management methodology, learning so on and so forth• End to End Resource Hiring for Software Testing and Implementation for SAP domain and Infrastructure. Recruited and ensured the continuous development of the senior management team, including formal evaluation of direct reports• Responsible for delivery to agreed service levels, and defines key performance indicators/project milestones and day-to-day business management and reporting processes• Handled all areas of operations/delivery including incident management, problem management, request fulfillment, monitor and measure SLAs for the project• Worked closely with other departments/organizations and collaborating with other IT staff for day to day operations and project work; developed and monitored KPIs of team members• Spearheaded a team of 20+ resources, including making shift roaster, defining KPI’s, encouraging team to enhance their competencies

Infrastructure Operation Lead Project: Safaricom From: Dec 2017 To May 2018• Handling IT Service Operations, high-volume transaction processing operations. Experience with technical support operations (NOC, Data Center, Help Desk)• Single point of contact for analyzing Operational Processes, Assessment and Designing or redesigning of processes to drive significant improvements in productivity, quality and service• Identifying gaps in existing processes and driving continuous improvement programs• Working closely with business stakeholders and product owner team to specify and deliver new/enhanced processes• Drive continuous improvement programs to bridge identified process gaps to align existing processes to ITIL frameworks• Support process and system implementation through appropriate documentation and contribution to training material • Conduct operational trainings and follow organizational change management process

Maintained inventory records and documentation for Asset in Service now.Determined and resolved printer and networked copier outages.Discussed task progress with client collected feedback on different stages and directlyaddressed concerns.Investigated data issues and offered suggestions for resolution to users.Supported team in backup and restoration of client ApplicationsResponsible for assigning incidents within group or division and representing first stageof escalation for incidents;Identified, initiated, scheduled, and conducted incident reviewsEffectively implemented process "Incident Management" and carried out respectivereporting procedure; assisted in creation of knowledge database for knownerror/problemEstablished continuous process improvement cycles where process performance,activities, roles and responsibilities, policies, procedures and supporting technology isreviewed and enhanced where applicablePerformed confidently and authoritatively in role of incident management as subjectmatter expert and technical personnel in responding to fast-paced incidentsResponsible for Tabling all Request for Changes (RFCs) for Change Advisory Board(CAB) meeting, issues agenda and circulating all requests for changes to ChangeAdvisory Board membersUpdated change log with all progress that occurs, including any actions to correctproblems and/or to take opportunities to improve service qualityChaired all CAB and ECAB meetings; collected and managed inventory of IT assetthroughout asset's life cycle; appliedStandard tools for capturing and integrating inventory of assets in central repository forIT assetsReconciled CIs and marked duplicates for deletion; created and maintained assetinventory sheet and related contracts to applicable CIs

Handling Incident, Change Management, Problem and IT Asset ManagementDeveloping and maintaining policies, standards, processes, systems and measurements that enable management of the IT Understanding of the contract and the SLAs definedPertaining to process generating weekly, monthly and adhoc reportsAdhere in making Process documents as per policies and proceduresPerforming process auditsPerforming confidently and authoritatively in role of incident management as subject matter expert and technical personnel in responding to fast paced incidentsEnsuring timely resolution of incidents is the first priority to reduce their impact on businessAssist in the creation of Knowledge Database for Known Error/ProblemIssues change schedulesTables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideratioUpdates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service qualityChairs all CAB and ECAB meetings

Collaborated with developers, analysts, and project managers to expedite incidentresolutions.Provided support in constructing relationships within customer base to provideopportunities for expansion and growth.Participated in on-site requirements gathering sessions.Translated client requirements into configuration requirements.Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.Conducted and supported implementation delivery with client and internal departments.Used BMC Remedy Tool to track, maintain and update over 100 trouble tickets per day.

Responded to user operational issues with desktop computers, laptops, and mobileelectronic devices to enable problem resolution.Engaged in user support interactions via telephone, chat and email platforms.Addressed user customer service concerns and decided when to escalate problems tospecialist team members.Entered service tickets into incident tracking system to facilitate faster problemidentification and resolution.Resolved common user concerns by utilizing preset issue resolution scripts.Collaborated with vendors to locate replacement components and resolve advancedproblems.Developed and implemented preventive maintenance procedures.Diagnosed and troubleshot hardware, software and network issues.Configured hardware, devices, and software to set up work stations for employees.Created user accounts and assigned permissions.Monitored system performance to identify potential issues.

Relocated and configured desktop computer devices and phones to facilitate officemoves and new employee workstations.Removed malware, ransomware, and other threats from laptops and desktop systems.Configured hardware, devices, and software to set up workstations for employees.Maintained inventory of installed desktop hardware and software components to keeprecords accurate and updated.Configured and installed computer systems for other sub-organizations.Documented and updated known fixes in knowledge base for future reference.Collaborated with vendors to locate replacement components and resolve advancedproblems.Installed new or upgraded hardware and software and coordinated installation andfollow-up with users to achieve customer satisfaction.Prioritize