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Imad User

@imaduser

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Adept IT Service Delivery Specialist with 14 years of experience.

India

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What I'm looking for

I am looking for a role that fosters innovation, encourages team collaboration, and offers opportunities for professional growth.

I am a result-oriented professional with nearly 14 years of experience in IT Service Delivery, specializing in global IT infrastructure support and service desk operations. My expertise lies in managing cross-functional teams and optimizing service delivery to meet business and client expectations. I have a proven track record in incident and escalation management, ensuring efficient resolution of critical incidents in line with client protocols.

Throughout my career, I have been passionate about leveraging technology to streamline IT operations and improve service outcomes. I have successfully led teams in high-pressure environments, driving productivity through process optimization and effective communication. My experience includes monitoring SLAs and KPIs, conducting performance assessments, and collaborating with senior management to make data-driven decisions that enhance service delivery.

Experience

Work history, roles, and key accomplishments

Current

Lead, Service Delivery Specialist

Current

Accenture

Nov 2024 - Present (7 months)

Leading a new project focused on the transition phase and preparing for live production deployment. Collaborating with key stakeholders for knowledge transfer and managing client escalations to ensure timely resolution and effective communication.

Incident Management Team Leadership Process Optimization Stakeholder Management

Lead, IT Service Desk

Galaxe Solutions

Nov 2022 - Nov 2023 (1 year)

Oversaw a global IT Helpdesk team, ensuring smooth IT support services. Managed critical incidents, monitored SLAs and KPIs, and conducted performance assessments to drive improvements.

IT Service Management Incident Management SLA

IT Team Leader (Service Delivery)

HCL Technologies

Feb 2019 - Nov 2022 (3 years 9 months)

Managed a team of IT support engineers, ensuring consistent service delivery and SLA compliance. Developed process improvements and directed incident management for P1/P2 incidents.

Service Delivery Process Improvement Incident Management Performance Metrics

Project Engineer

Kharafi National

Nov 2015 - Nov 2016 (1 year)

Led a team of IT engineers, managing operations to ensure service delivery in accordance with SLAs. Acted as a liaison to resolve incidents and drive continuous process improvements.

Project Management Process Improvement SLA

Telecom Engineer

Sultan Telecom

Apr 2012 - May 2015 (3 years 1 month)

Provided troubleshooting support for network issues, managed escalations, and administered Active Directory for user management and security.

Active Directory Escalation Management

Radio Communication Engineer

Indra Sistemas

Apr 2012 - Jun 2012 (2 months)

Configured and managed Voice Communication Systems, ensuring system reliability and conducting factory acceptance tests for communication systems.

System Configuration Quality Assurance

Telecom Support Engineer

KNETCO

May 2009 - May 2012 (3 years)

Provided support for network troubleshooting, administered VLAN technologies, and configured new hardware for seamless network integration.

VLAN Troubleshooting

Education

Degrees, certifications, and relevant coursework

International Institute of Information Technology

Master of Science, Advanced Networking and Telecom

2005 - 2007

Pursued a Master of Science in Advanced Networking and Telecom, focusing on advanced concepts in networking, telecommunications, and related technologies.

Vishveswaraya Technology University

Bachelor of Engineering, Telecommunications

2000 - 2004

Completed a Bachelor of Engineering in Telecommunications, covering fundamental principles of telecommunications, network design, and communication systems.