Information Technology Service Management Analyst

• Oct 2022 - Present

Associate Consultant

• Aug 2021 - Oct 2022

Service Management Analyst

• Jan 2020 - Oct 2020

• Communicated and interacted with 30 resolver groups and up to 20 business partners across 3 business units - ERVIA, GNI and IW• Created and presented 20 reports to the business partners and team leaders on average monthly, and participated in meetings with them to present the information and answer relevant questions• Managed 7 different continuous improvement projects which have been successfully implemented into the standard procedures: remake of Incident categories, remake of the Monthly Availability Report, incident banner implementation, email distribution automation, ServiceNow dashboard optimisation, self-service for users, and software updates for iOS and Android• Participated in the supervision of software upgrades across 3 business units, ensuring that all users required (around 200 of them) have carried out the necessary steps, and being the first point of contact for any user who experienced issues during or after the upgrade• Drove up to 30 high priority incidents to quick and efficient closure (individually and with the team), ensuring that all the details are documented, and tasks completed by the necessary standards• Monitored the availability of core applications (servers, firewall) and reported issues to resolver groups Key achievements:• Became the first intern ever to be permitted to manage a high priority incident independently• By analysing the performance of a resolver group, identified incidents users raised through self-service that are not processed by Service desk - password reset took 3 days instead of 10 min• By analysing problems related to the rules, noticed that there were people who have closed the tickets without completing the tasks, although there was a rule that a ticket could not be closed until all tasks associated with it were completed• Managed and resolved an incident for which the resolver had no solution - contacted the user, discovered the issue and fixed the problem crucial for launching the user’s website

IT Technician

• Sep 2016 - Jan 2020

• Successfully provided IT services to more than 60 customers:- Build up to 20 desktop configurations annually based on their needs- Provided technical support in resolving any computer-based problem- Advised on the choice of equipment to repair and upgrade the existing configurationsKey achievement:• Build an excellent reputation, had customers in 200km radius coming for services • Successfully provided IT services to more than 60 customers:- Build up to 20 desktop configurations annually based on their needs- Provided technical support in resolving any computer-based problem- Advised on the choice of equipment to repair and upgrade the existing configurationsKey achievement:• Build an excellent reputation, had customers in 200km radius coming for services

Machine Operator

• May 2016 - Dec 2019

• Managed safe operation of 4 different machines ensuring that the production of insulation for flooring and similar products is running safely and efficiently• Ensured that hundreds of manufactured products have appropriate quality and meet the client’s specifications and standards • Managed safe operation of 4 different machines ensuring that the production of insulation for flooring and similar products is running safely and efficiently• Ensured that hundreds of manufactured products have appropriate quality and meet the client’s specifications and standards