I am a solutions-driven PMP® certified IT professional with a career spanning over 15 years, I've matured into a seasoned IT professional specializing in Business Operations (BizOps) with a deep-rooted expertise in Project Management. I'm a certified PMP® with strengths in various methodologies including Agile, ITSM Process, and the ITIL Framework, complemented by my proficiency in ITSM tools like BMC Remedy and BMC Remedyforce.Throughout my journey, I've consistently aligned business strategies with IT objectives, seamlessly integrating paradigms from Agile project/program management, scrum, waterfall, and more. This alignment ensures maximum operational impacts with optimal resource utilization. My hands-on approach in facilitating all aspects of daily scrum activities, from stand-ups to retrospectives, and managing backlogs, underscores my commitment to project excellence.I take pride in my ability to lead projects from conception to closeout, meticulously overseeing every phase. My expertise extends to refining key IT support processes like Incident, Problem, and Change Management. I possess a keen eye for governance in ITSM processes, ensuring verified KPI reports and efficiently resolving critical incidents while minimizing business disruption.Key Achievements:☞Successfully led and managed expansive technological transformation programs, ensuring timely delivery of top-notch results while implementing best practices.☞Skillfully oversaw project KPIs for accurate status tracking, making astute decisions on resource allocation and staffing.☞Initiated operations, including KPIs, OLAs, SLA management, and more, driving optimization in areas like Customer Satisfaction Metrics (CSAT), Resolution Rates, and Root Cause Investigations.☞Managed end-to-end IT Data Centre operations, from hardware oversight to IT support desk functions, ensuring robust service delivery.☞Delivered unmatched remote technical support, addressing client challenges daily, recommending solutions, and fostering enduring customer relations.I am passionately driven to bridge the gap between business and IT, ensuring streamlined operations, efficient project delivery, and enhanced customer satisfaction. I am respected for my capacity to mentor and lead teams towards common goals, fostering individual development and business success. You can connect with me to learn more about my work experience and skills, and I will be happy to discuss it. Thank you.