Established continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Responsible for the effective implementation of the process Incident Management and carries out the respective reporting procedure. Monitor the incidents to ensure that the Service Level Agreement are respected Point of contact for all Major Incidents Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process Accountable for the entire change management process, including its improvement. Managing the implementation of the change and the activities related to it. Driving CAB calls with all major stakeholders Leverage a change management methodology, process and tools to create a strategy to support adoption of the changes required by a project or initiative. Enabled design, development, delivery and management of key communications. Conduct impact analyses, assess change readiness, and identify key stakeholders. Provide input, document requirements, and support the design and delivery of training programs. Actively working as Problem manager to find out the RCA of major incidents with Vendor or Support team Accountable for Proactive and Reactive problem record.

Trained in Canada Toronto for a month in Accounts Payable activities for a Canadian client. Reconciled processed work by verifying entries and comparing system reports to balances. Handled project expenses to accounts and cost centers by analyzing invoice/expense reports and recording entries. Managed Vendor payments and Employee reimbursements. Handled end to end Accounts Payable activity for US & Canada based client.

Handled end to end banking functions. Managed Cash, Gold, Vault functions as Head Cashier Upselling of different banking products, services to internal and external customers. Managed escalations and worked as back up for Branch Manager

Worked as IT Service Desk executive Provided telephone and email support to end users via remote assistance. Managed support mailboxes and other monitoring activities. Hands-on experience in ITSM tool such Service Now, JIRA & Remedy. Create, document, and review knowledgebase to help and deal with similar incidents and requests. Experience in Microsoft Active Directory, Exchange, O365, Share point and Power BI. Hands-on experience in SCCM, Intune, Bit-locker & Virtual Machine. SKILLS AWS MDM Communication Service Now Oracle MS O365 SAP JIRA MIM SIAM Leadership Google Cloud Platform Microsoft Azure RECOGNITIONS Best Team Award MACE