Samuel Joseph Email and Phone Number

I am a results-driven IT Helpdesk Manager with nearly 16 years of experience in delivering exceptional technical support and driving operational excellence. Currently working as an Assistant Manager - IT Helpdesk, Resource Pro, Bangalore, India leading a team of around 30 members including Team Leads & Engineers.Expertise in effectively leading high-performing teams, streamlining workflows, and promptly resolving issues to enhance end-user satisfaction.Achieved a reduction in incident response time through the implementation of streamlined processes and efficient workflows.Showcased exceptional leadership skills in managing cross-functional teams and aligning IT services with organizational goals, resulting in improved collaboration and overall performance.Strong background in IT service management, incident response, and continuous improvement. Committed to aligning IT services with organizational goals and maintaining a robust, Global customer-centric helpdesk environment(APAC, EMEA, China & US).Technical Skillsets• Hardware and Networking, MCSE, CCNA, LINUX - Advance• People, Project, Process, Vendor, New Office Buildout - Advance• Ticketing Tool - Advance• MS Office - Advance• Networking concepts - Advance• Client Process Knowledge - Intermediate• DMAIC Methodology - Advance• Client Business Awareness - Advance• Analytical skills - Expert• Operations Management - Advance• Client Business relationship Management - Advance• SLA Management - Advance• Financial understanding of the Business - Advance• Effective Business Communication - Expert• Decision Making Skills - Expert• Measuring Performance/Performance Management Skills - Advance• Coaching for Success - Advance• Motivating Others - Advance• Business Acumen - Beginner• Growing the Business - Advance• Championing Change - Intermediate• Identify and Build Talent - Advance• Develop Others - Advance• Conflict Management Skills - Advance• Patience - Advance• Managing Stress - Advance• Positive attitude to change - Advance• Attitude to feedback/willing to learn - Advance• Relating to Others - Expert• Influencing Others - Expert• Team Player - Expert• Insight into the Customer's Mindset - Expert• Solution Based Approach - Expert• Follow Through - Expert• Personal Credibility - Advance• Self-Development - Advance• Result Focus - Advance• Drive to Win - Advance• Establishing Focus - Advance• Recognize Efforts - Advance• Approachability – Advance• Dealing with Fairness - Advance• Fostering Team Work - AdvanceCertifications• ITIL Certified• PMP Certified