Proficient professional with a decade of expertise since 2012 encompassing service desk proficiency, NOC engineering, and adept team leadership. IT graduate equipped with an ITIL background, excelling in IT service management, SLA enforcement, service/process improvement, i----------- and escalation management, cross-team collaboration, reporting, coaching, ticket operations, ticket quality assurance, and technical support. Skilled hiring manager experienced in interviews. Proficient with Cisco, Meraki, Fortinet SDWAN, operational processes, customer engagement, and KPI metrics to ensure optimal performance.
