With a decade of outstanding achievements IT Service Delivery, my focus lies in delivering unparalleled customer satisfaction and driving effective service management through Information Technology systems. I have passionately taken the lead in directing technical working groups and conducting impactful training sessions to revamp the helpdesk ticketing system, its life cycle, and foster a culture of exceptional service within the IT team. This proactive approach has resulted in remarkable improvements in efficiency, productivity, the robustness of our information repository, and an impressive 87% adherence to set SLAs. Possessing expertise in ITIL, MS Security, compliance and Identity management and PRINCE2 project management, my extensive experience and skills enable me to consistently deliver my roles with precision and within designated timelines. The crowning touch to all of this is my eagerness to practice my knowledge and offer mentorship.