I am a successful Service and IT Operational Management professional who has managed key technology/business releases, changes, testing and process analysis activities within global organizations, education, banking sector, telecommunications and government departments. I have experience in both infrastructure and application/software implementation, service desk management and service transition programs. I have operated in methodologies incorporating both Agile and Waterfall methods of development.I have been responsible for the business analysis, quality assurance, scheduling, control and release of I.T and business initiatives into a customer live environment. In this time, I actively contributed to the awareness and installation of best practices within the organization. I have contributed to the resolution management workflows and to problem cause analysis. I have established numerous processes and procedures for release and test management and have managed software upgrades ensuring vendor agreed obligations and the delivery of high quality software for the organization. I have greatly contributed to the review and overhaul to the change management process within the organization.Experience in the use of following applications: HP Quality Center \ Load Runner \ WinRunnerAdobe Central (Jetform) - Forms Management ToolPVCS(Serena) - Software Version Control ToolCVS, SubversionHP Openview ServiceDesk ITSMServiceNow ITSMBMC Remedy and Remedyforce ITSMCA Agile Central (Rally)PL/SQL / SQL+Visual Basic, .NETUnix and Wintel scriptingMS Visio, Project, Word, Excel, AccessOracle DBMSWebmethods Integration PlatformSpecialties: Incident,Change,Release Management.Stakeholder Management.Team Leadership.Service Desk and Support Team LeadTest Management.