Jun 2015 – Oct 2020 · 5 yrs 4 mos

• Developed and delivered management value added consulting and strategic technology infrastructure solutions for distributed and large scale data center heterogeneous environments.
• IT Service Management (ITSM) based on ITIL best practices.
• ITIL V3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
• Most of the ITIL and ITSM Organizational Optimization and Business value added process integrations were performed across all or many ITIL Service Support and Delivery areas. Each successful project completed on time and within budget that met and exceeded customer requirements and expectations.

Nov 2013 – Jun 2015 · 1 yr 7 mos

• McDonalds Assistant Manager (2013 – Till Date)
• Change Management
• IT Operation Management
• Problem Management
• Reporting , Maintaining SLAs
• Get Credit notes created where required
• Raise milestone modification
• Manage Change Requests
• Team Management
• Feedback Analysis
• Billing, Invoicing,
• Transitioning

Jan 2012 – Jun 2013 · 1 yr 5 mos

• Subway Sr. System Engineer (2012 – 2013)
• Help team in meeting daily targets while in inbound calls, technical support for all subway devices, point of sales management and IT Infrastructure Library Management
• Lead multiple teams with up to 20 members
• Testing in Virtual Lab
• Facilitate resolution and communication of cross application decisions, standards, discussions and issues related to production change management.

Jan 2010 – May 2012 · 2 yrs 4 mos

• Orange Communications System Engineer (2010 – 2012)
• Set release management objectives, policies and processes for team in accordance with IT Infrastructure Library standards.
• Manage Change Requests
• Calls with the Change Advisory Board and other Stakeholders
• Motivate team by giving time to time feedback and keeping track of their training.

Nov 2003 – Present · 22 yrs 4 mos

• Identifies, analyses and correct hazards or incident to prevent a future re-occurrence by investigating the underlying cause of incidents by removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time. Incident Management aims to proactively prevent the occurrence of Incidents, Problems and errors within the IT infrastructure, in order to reduce the impact of these occurrences on the business.
• By performing Incident Management activities, we ensure efficient management of life-cycle of all incidents over all involved suppliers.