IT Consultant

• Oct 2021 - Present

IT Service Management

• Mar 2013 - Oct 2021

- Builds relationship with business and IT stakeholders to help facilitate the efficient running of service delivery. - Designs monthly KPI reports and service performance metrics to illustrate performance of the client in terms of IT services. - Involved in gathering user requirements, system analysis and design, development testing, conducting user acceptance, and system application development. - Provides consultancy on transformation initiatives and offers innovative solutions that meet clients need while remaining cost effective. - Involved in Incident Management that provides analysis, critical next steps, updates during high severity situations. - Involved in Problem and Change Management that provides analysis and changes in terms of IT services for client requests and issues. - Analyzes, tracks, and monitors all incidents, acts as first-level resolution owner and ensures that issues are properly resolved. - Lead and direct IT functional teams to make sure that SLA's and OLA's are in place. Show less