SERVICE DELIVERY

ITIL Certified, Extensive Realworld Experience

• Owned and operated the Incident, Problem, Change, CMDB and Request processes (based on ITIL v3).

• Collaborated with both internal and external teams to provide ITIL Service Management functions to nearly 125 customers including some of the largest Financial Services organizations in the world.

• Managed (using a matrix structure) several technical teams required to support approximately 125 customers (B2B) in a SaaS environment (Amazon AWS).