Change Implementation Owner

• Nov 2020 - Present

o Assess requests for change that originate from incident management, problem management, release management, or continuity management.o Validate and classify the change request according to its complexity.o Determine the risk and impact for requested changeso Perform the pre-checks and prepare implementation plans.o Implement change requests for LAN/WAN/IPVPN & Enterprise Telephonyo Monitor and report quality of first time right, on-time change implementationo Guide the field Engineer for all scheduled change activitieso Perform the post-implementation reviewo Check with the customer that his application is running with no problems.o Ensure and monitor delivery of change implementation within agreed lead times and send success report to all involved entities after completing the changeo Documenting the entire process in a database (CMDB).o Manage Project and bulk change requests using standard process and procedureso Assess, prioritize, respond and report on time for expedite requests.

Customer Service Technical Support

• Sep 2019 - Dec 2019