Summary:Associated with the IT service industry for more than 15 years with experience in different roles as technical Customer Service executive, IT Service desk analyst, Process trainer, Accredited call coach, Assistant Manager – IT Service desk, Assistant manager - UK Quality & Projects, Trainee in migration and IT Quality Manager, Incident & Problem management, AVP IT Client Support and Delivery. I have good experienced in leading teams and managing different roles, projects and developing Standard Operating Procedures [SOP’s] for business excellence within IT Service desk environment. Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management, planning, organizing and crisis management.Professional Experience:* AVP IT Client Support & Delivery* AVP IT Incident Management* Manager, IT Quality – Incident & Problem Management (Since Oct’10)* Assistant Manager – Quality team, IT Service Desk (Mar’10 – Sep’10)* Assistant Manager, UK Quality & Projects (Dec’08 - Apr’10)* Trainee in Migration, UK Quality & Projects (UK Onshore) - (May’08 – Dec’08)* Assistant Manager, IT Service Desk (Sep’06 - Apr’08)* IT Service Desk Analyst & Process trainer(Mar’05 - Aug’06)* Customer Service Executive, HP Notebooks (Mar’04 - Mar’05)