Hey Irfan this Side A Creative thinker, continuous learner and an experienced result oriented IT Support professional with demonstrated history of working with IT service management industry. Proactive, Diligent and goal driven IT support associate, with high proficiency in providing comprehensive technical support to end users. Possesses the ability to discover issues, resolve defects and ensure client expectations are met with high-quality support within defined SLA’s. Specializes in ITIL and ITSM operation process. Majorly Works on Incident Management, Major Incident Management ,Change Management and Problem management Process, consistently delivering optimal results with solution-oriented approach whilst achieving business goals.ITIL4 Foundation Certified. Looking forward to leveraging my strong technical perception and prioritization skills to exceed organizational goals. Qualification: Bachelor of Engineering graduate in the stream of Electronics and communication engineering (2016 - 2019) Experience Chronology: Genpact India Private Limited March 2023 to November 2023. Zeta (Better World Technologies ) October 2022 - March 2023. Accenture Solutions private limited August 2021 - July 2022. Tata communication tele services Limited (Contract) - August 2019 - August 2020. Technical Skills: ITIL , Incident Management, Change Management ,Problem Management ,NOC operations, System Operations, Escalation Management, Event Management. Tools exposure: Ticketing tools: Service now, Jira Service Management and BMC remedy Monitoring Tools : OBM , Site scope, SolarWinds, Netcool, Grafana and OWCC. Microsoft: Word, Excel, Outlook, SharePoint, Power BI. Accountable for : ●24*7 Actively Monitoring tools for availability and performance issues mostly triage Memory , CPU and Disk utilization alerts. ● Create Incidents and Service requests by proactively monitoring and assign it to respective team members as per roster availability and ensure that Response SLAs MTTA & MTTE for Incidents is Met. ● Supporting Incident, Change, Problem and Configuration Management. ● Provide Business Change approval after checking validation steps. ● Opening outages bridges for P1/P2 Incidents and act as support until resolution. Apart from being a full time employee ,I Love to interact with like minded professionals and improve my network and interested to help professional with my guidance & support as require. Don't hesitate to connect me at isyed7717@gmail.com for any kind of support , guidance and opportunity. Regards, Syed Irfan Ahmed.