I've supported enterprise ITSM operations at ANZ Banking Group, owning Change, Incident, Problem, and Service Request Management through ServiceNow.
I coordinate CAB activities, change scheduling, deployment tracking, post-implementation reviews, impact assessments, and risk evaluations. I also drive incident escalations, RCA documentation, lessons-learned reviews, and service performance reporting for senior management and risk teams.
Previously at Microland, I managed incident and service request lifecycles, coordinated complex escalations with resolver groups and vendors, and maintained knowledge and known-error records. At HP Inc, I provided first-line hardware support and coordinated device repairs and replacements.
I'm grounded in ITIL v4 practices and bring hands-on experience with ServiceNow, SLA governance, operational reporting, stakeholder coordination, and mentoring new team members.
