Assistant Service Level Specialist Resume

SUMMARY

IT Specialist with 5+ years professional experience in Software Asset Management, IT Quality Management, IT Capacity & Availability Management and IT Service Level Management. Expert and highly experienced in the areas of IT Governance, Vendor/Supplier Management and IT infrastructure monitoring. Possess a Master’s Degree in Advanced Computer Science from Lancaster University, UK and COBIT5 foundation certified.

TECHNICAL SKILLS

PROFESSIONAL EXPEIRNCE

Confidential

Assistant Service Level Specialist

Responsibilities:

Assists the Service Level Specialist in service planning and control for IT department.
Assists with strong input in the annual strategic review and implementation for IT department.
Assists in developing operating level agreement, review of service level of agreement.
Assists in managing wide variety of software licenses
Assists in performing service monitoring and feedback to appropriate Service Delivery Managers.
Assists in performing Customer Satisfaction Survey, writes report and provides feedback to Service Control and Planning Manager.
Continuously monitor activities of external and internal service providers.
Assists in developing service costing and charge back strategy/model and continuously perform monthly charge back of IT service to Business units.
Analyze IT sourcing and Procurement.

Confidential

Assistant Capacity and Availability Specialist

Responsibilities:

Provide adequate support to ensure customer requirements are correctly translated into realistic capacity and availability goals.
Support with planning activities in relation to designing for capacity and availability and designing for recovery.
Assist with identifying and mitigating risks to capacity and availability.
Regularly measure availability and capacity utilization and report to Capacity and Availability Specialist.
Proactively engage and work with solutions development units (Application Management, Infrastructure Operations & Security Management) to provide adequate capacity and assure continuity of IT services.

Confidential

Assistant Quality Management Specialist

Responsibilities:

Assist to develop, revise and verify quality standards.
Assist to ensure that quality standards, test procedures and methodology are adhered to.
Assist to evaluate software and infrastructure to ensure that they conform to established guidelines.
Assist to identify differences between establishment standards and user applications and suggest modifications to conforming to standards.
Assist to determine and document overall approach to project/software version control.
Assist to monitor system performance after implementation to ensure compliance to quality standards.
Assist to monitor the performance of quality review of supplier/project deliverables.
Assist to continuously negotiate, monitor and report service level agreements with user community.

Confidential

Executive Assistant to Chairman/CEO

Responsibilities:

Handled all IT related business transactions of the company on behalf of the Chairman/CEO.
Supervised installation of IT infrastructure and liaised with vendors to ensure contracted IT services were delivered in accordance with agreed provision of service level agreement.
Provided user support for IT services.
Co-ordinated daily schedules and activities of Chairman/CEO.
Scheduled and attended business meetings with Chairman/CEO.