Change Manager & ITSM Specialist

• Dec 2019 - Present

ITSM Specialist : Incident & Service Desk Manager

• Jul 2017 - Dec 2019

IT Service Delivery Manager

• Nov 2014 - Jun 2017

• Built, Designed, Configured a Ticketing /Incident Management Platform from ground up, Defined Procedures , Metrics, Scopes, Services Levels, Support Groups, Service Catalogues, Priorities, SLAs, OLAs and Escalation paths based on ITIL framework and standards in a Start-up environment, Resulted higher efficiency and productivity throughout the organization, better end user satisfaction, KPIs and Meeting requirements for IT Service Availability• Supervised and Trained a group of 5 to 13 employees of IT Department involved in the delivery process, Monitored, Controlled and Supported Service Delivery, ensuring SLAs are met and Customer expectations fulfilled• Assisted Director/VP IT, to Adopt/ Document / Enforce a Change Management Policy, built CMDB, assisted IT team to adapt to change management procedures• Acted and Recognized as IT Site Lead for Toronto Office• Created/ Documented and Enforced Major Incident management policy and procedure, Trained IT staff to ensure coordination of resolving parties, effective communication to stakeholders and post incident reviews are in place • Championed Service and Support in projects and developed a strong understanding of projects impacting Service areas and ensured Service impact is minimized and agreed• Assisted Director / VP of IT, made recommendations for Service improvement Plans and ensured actions are followed through completion in a timely manner • Built, Implemented and Monitored a password expiry notification tool for the organization, decreased the number of the password related calls by 60%• Constantly Assisted all end users with various types of requests level 1 to level 3 issues and problems alongside with rest of the IT team, to practice and adopt a Support Culture in a fast paced, constantly changing Start-Up environment • 2nd & 3rd Line of Active Directory support (two domains), designed and implemented GPOs, Replication topology, Audits and Reports

Technical Support Specialist - Night Shift

• Jul 2014 - Oct 2014

IT Service Delivery/ Support level 2 Lead Tech- HP and P&G Managed Services Account

• Oct 2009 - 2014

• Promoted to provided advance face to face support and consulting for 750+ end users in P&G head office in an ITIL/ITSM based support environment , first point of contact for complicated onsite incidents and end user training • Lead Tech in massive Windows XP to Windows 7 migration project, automation and support• Provided Tier 2&3 support for custom in-house and industry standard applications• Acted as technical liaison between clients, customers, and vendors as required to implement new technologies • Collaborated across departments to resolve ongoing issues and address Root-cause analysis • Participated in planning and implementing a rollout of over 1200+ new laptops• Ensured the proper execution of issue resolutions and avoidance• First Point of contact for all Mobility escalations ★ Closed 4600+ service calls in course of 3 years, highest among all P&G sites around the globe, ★ Received 510+ written feedback in course of 3 years, highest globally, achieved the highest score of 4.91 out of 5 which recognized as a milestone★ Recognized as a Support role model globally by several HP and P&G project leaders

Onsite IT Support at P&G HQ Toronto

• Jan 2008 - Sep 2009

• Provided PC technical support and diagnosis for P&G employees, Analyzed and identified system, software and handheld malfunctions and implemented strategies to resolve inefficiencies, Identified and reported the computer issues, customer feedbacks on weekly and monthly basis• Prepared all the new necessary one-pagers and training materials based on the Site’s needs • Participated on several projects including spring tune-up, PC trade up (800+ laptops), new data back-up solutions deployment • Dispatched level 2 and level 3 service calls to the right department and support teams• Successfully managed and resolved several important incidents with upset customers • Gathered and organized huge knowledge database to be used by rest of IT support team -Ranked #1 on-site service provider based on customer’s feedbacks on GETBACK30 event-Created a very valuable and growing customer base-Received written 5/5 customer satisfaction feedbacks more than 300 times-Praised several times for quick and accurate troubleshooting and problem solving and customer relation skills

Service Technician lvl 3

• Mar 2006 - Dec 2007

Provided PC and Apple technical support for customers, Analyzed and identified system and software malfunctions and implemented strategies to resolve inefficiencies, Identified and reported the incompatibilities of new computer parts and provided troubleshooting which resulted in error free PC systems, Designed an information package for customers to assist with resolution of hardware malfunctions, Analyzed Customer’s Warranty information, Provided the company with warranty reports and billings-Earned the 2006 MVP title in according to remarkable sales, team Work and customer service skills-Passed three certifying exams with a score of 87% to achieve Apple Certified Desktop and Laptop technical support Certification-Received appreciation letters and cards from customers and companies for outstanding customer service

IT consultant , Gaming events technical admin (several locations)

• Feb 2004 - Jan 2006

•Support for more than 80 internet cafes, offices, LAN gaming cafes •Design and installation the LAN network for 8 Gaming Center and Internet cafes with 70+ PC systems, 17 offices with 20-30 system •Member of the team Launched the first LAN eSports center resulting in 300+ similar centers nationwide•Researched and wrote user manuals, reviews and articles about LAN speed optimizations, Tweaks, PC speed improvements and eSports management •Head Admin of Game server and PC administration team for the World Cyber Games event, with 1200 attendees, 400+ nodes, foreign teams resulted in remarkable success and participant satisfaction

System Administrator

• Aug 2000 - Jul 2003

Describe your position Describe your position