A managing IT consultant of 8.8+ years of experience with extensive subject matter expertise in IT Service Management (ITSM), methods, processes and Transition of IT support. ITIL Foundation, MCSE 2000, MCSA 2003 (Certified). Qualification Highlights: • ITIL service Management based on ITIL best practices • Incident, Problem, Change, Release Management. • Quality & Process Documentation. • Manpower planning & Management. • Task Management & Prioritization. • Successful delivery of 2L support services for about 70+ countries, i.e. both OS & messaging support • Transition of new countries into 2L support, • Development of pro-active management skills in the team which is a key to remote management support • Regular monitoring of Team members performance and providing necessary feedback to each individual • Adherence to defined Quality standards (ITIL) • 100% SLA achievement in terms of Call resolution time & Server Uptime • Effective usage of 6 processes in the day-to-day operations for better results • Working on Server Management and Patch Management Suite to embed into BAT environment • Served on the interviewing and hiring team for 2L Lotus Notes and Windows. The above services included the business strategies and deployment plans, transition, and developing the appropriate Service Level Agreement (SLA) & Service Description Document (SDD) and training to Analysts where needed. Areas of Strength: Technical: • IT Service Management • Service Level Management • Change and Configuration • Problem and Incident Management Business: • Team/People Management • Result Driven • Strong Communication • Achievement Oriented • Strategic Planning • Strategic Initiatives