01/25/2025 updated
SB
100 % available
Experienced ITSM Professional
Mississauga, Canada
Worldwide
Bachelor of Technology in Information TechnologyResearchAgile MethodologyTechnical SupportAutomationBusiness Process ImprovementChange ManagementMobile Device ManagementInformation Technology Infrastructure Libraries (ITIL)Incident ManagementIT Service ManagementKnowledge ManagementScrum MethodologyProject Portfolio ManagementRequirements AnalysisService Level Management
ITIL Framework Expertise
Proficient in ITIL (Information Technology Infrastructure Library) processes including Incident Management, Problem Management, Change Management, and Service Level Management.
Technical Support and Troubleshooting
Advanced troubleshooting expertise across a broad range of technologies, including software issues, account/user issues, and mobile device management.
IT Service Management (ITSM)
Skilled in implementing and optimizing ITSM processes, with expertise in problem management, change management, incident management, and knowledge management.
Project Portfolio Management (PPM)
Experience with PPM processes for effective management of IT projects and resources.
Microsoft Office 365 Suite
Proficient in MS Word, MS Excel, MS PowerPoint, Outlook, Intune, SharePoint, Teams, Okta, and Adobe.
Agile Process Facilitation
Sprint planning, requirements gathering, research, analysis, and implementation of system software and platform hardware solutions.
Automation and Process Improvement
Design, development, and implementation of customized dashboards, forms, and workflows using various tools and technologies.
Proficient in ITIL (Information Technology Infrastructure Library) processes including Incident Management, Problem Management, Change Management, and Service Level Management.
Technical Support and Troubleshooting
Advanced troubleshooting expertise across a broad range of technologies, including software issues, account/user issues, and mobile device management.
IT Service Management (ITSM)
Skilled in implementing and optimizing ITSM processes, with expertise in problem management, change management, incident management, and knowledge management.
Project Portfolio Management (PPM)
Experience with PPM processes for effective management of IT projects and resources.
Microsoft Office 365 Suite
Proficient in MS Word, MS Excel, MS PowerPoint, Outlook, Intune, SharePoint, Teams, Okta, and Adobe.
Agile Process Facilitation
Sprint planning, requirements gathering, research, analysis, and implementation of system software and platform hardware solutions.
Automation and Process Improvement
Design, development, and implementation of customized dashboards, forms, and workflows using various tools and technologies.
Experience
Professional experience0 - 5 years
Freelancer since2025
Languages
EnglishFluent
Project history
Responsible for day-to-day operations, Salesforce CRM and ITSM disciplines, custom reports, collaboration with development teams, knowledge base management, and incident resolution for British Airways, SODEXO.
Certificates
IVANTI Service Manager
IVANTI2023