About me

Experienced IT Service Delivery professional with 15+ years of expertise in managing complex IT projects and delivering exceptional customer service. ITSM & ServiceNow Expertise: Skilled in ServiceNow and ITSM tools, optimizing service desk operations and managing incident, problem, and change processes. Experienced in cloud-based ITSM integrations like Smart Bonding to enhance communication and service efficiency. Project Management & Execution: Proficient in project management tools (SmartSheet, Confluence) to streamline planning, execution, and service delivery. Leadership & Team Management: Led and mentored IT teams, fostering collaboration, performance excellence, and a customer-focused service culture. ITIL & Process Optimization: Implemented ITIL frameworks and best practices to align service delivery with industry standards, driving continuous improvement. Performance & Client Satisfaction: Strong understanding of IT service management, including SLA management, KPI reporting, and risk mitigation, consistently exceeding client expectations.