I'm currently working as an IT Delivery Lead (Incident Commander) at Medavie Blue Cross, a leading health and wellness company in Canada. I have over 13 years of experience in IT Service management handling Major Incidents, Problem management & Service Delivery. I am certified in CSM®, PRINCE 2®, and ITIL V4®. In this role, I've managed major incidents, coordinated with cross-functional teams, and ensured minimal disruption to services. I handle everything from initial triage to post-incident analysis, making sure we not only resolve issues quickly but also learn from them to prevent recurrence. I’m well-versed in ITIL frameworks and use tools like ServiceNow to streamline incident tracking & resolution, monitor SLAs, and provide comprehensive reporting. I also excel at implementing and maintaining IT infrastructure, managing complex IT projects, and coordinating software releases across multiple environments. I am proficient in a project management, agile methodologies, ITSM, and Office 365 administration. I have a proven track record of delivering high-quality customer support, streamlining business processes, and reducing costs. I am a strong motivator and team player, with effective leadership, communication, problem-solving, and time management skills. My mission is to leverage my IT expertise and passion for continuous improvement to provide innovative and reliable solutions. . I’m passionate about continuous improvement, and I’m always looking for ways to streamline workflows and enhance efficiency.