Operations Manager

• Nov 2021 - Present

Customer Support Manager

• May 2020 - May 2022

Product Owner for Amazon Connect Telephony System

• Jul 2019 - May 2020

Managing from an operational side the telephony system used for the Endava Service Desk.

Operations Manager

• Jan 2019 - May 2020

Ensure all incidents and service requests are addressed within the agreed Service Level targets by the Service Desk team. Report regularly on the Service Desk agreed KPI's to the Service Desk Manager. Identify service improvement opportunities and implement improvement initiatives on the Service Desk level.Identify trends and providing incident management analysis on the month-to-date and monthly reports. Training the team whenever needed, implementing troubleshooting steps for the team and keeping them updated. Ensure the Service Transition process is properly implemented and followed across the organization. Work closely with the IT Infrastructure Project Managers, Customer Support Managers and Service Delivery Managers in order to ensure the successful transition into support of a new client, a new project or a changed service.Ensure the operational support teams have all the information needed and all the records updated in order to be able to support the new/changed services. Subject Matter Expert in service desk transitions.

Service Desk Specialist

• May 2017 - Jan 2019

Chief profile of road materials

• Feb 2015 - May 2017

Performing laboratory testing to apply technical specifications, norms and standards. Quality system documentation (technical procedures and instructive work).Verification of the quality of asphalt, bitumen, filler and bitumen emulsions. Recipes for the preparation of asphalt mixtures. Statistical interpretation for all trials and reporting. Coordinate D and MD profiles to maintain conditions considering authorizing laboratory, maintenance and updating of the quality system documents. Performing laboratory testing to apply technical specifications, norms and standards. Quality system documentation (technical procedures and instructive work).Verification of the quality of asphalt, bitumen, filler and bitumen emulsions. Recipes for the preparation of asphalt mixtures. Statistical interpretation for all trials and reporting. Coordinate D and MD profiles to maintain conditions considering authorizing laboratory, maintenance and updating of the quality system documents.

Bid engineer

• Jul 2014 - Nov 2014

Raising bids from suppliers, preparing documents for both auctions and prices as well as offers to private beneficiaries.Preparing periodic reports to monitor the development works in financial terms. (MS Office- Word, Excel, WinDoc). Raising bids from suppliers, preparing documents for both auctions and prices as well as offers to private beneficiaries.Preparing periodic reports to monitor the development works in financial terms. (MS Office- Word, Excel, WinDoc).

Design Engineer

• Oct 2013 - Jul 2014