At Bureau Veritas, I managed end-to-end IT service delivery for enterprise customers and achieved 99.8% SLA compliance for critical business services. I also reduced recurring incidents by 35% through proactive Problem Management.
I led Incident, Problem, and Change Management across global support teams, facilitated Major Incident calls, and conducted root cause analysis. These efforts helped improve customer satisfaction from 87% to 95% and reduce MTTR by 30%.
Previously, at IMSI, I worked as a Problem/Incident Manager as part of the Network Operation Center in IBM. I improved the Change Success Rate to 98% and automated service reporting, reducing reporting effort by 40%. I hold an ITIL Foundation certification.
