noor fatima
@noorfatima24
Senior ITSM Specialist at Ibex Global who improved change success to 99.9% and automated ITSM reporting.
PakistanWhat I'm looking for
At Ibex Global, I plan, review, and execute high-risk and critical changes as a Senior ITSM Specialist. My work has maintained a 99.9% change success rate with zero unplanned outages during deployments.
I lead root cause analysis for recurring incidents, and corrective actions and knowledge base updates reduced repeat incidents by 18%. I also implemented proactive monitoring processes that reduced P1/P2 incident volume by 15%.
I designed and deployed automated ITSM dashboards for SLA breaches, incident trends, and change success rates, cutting manual reporting effort by 35%. I also spearheaded process automation initiatives that freed up more than 200 work hours annually.
Previously, as a Service Desk Specialist at Ibex Global, I managed outage bridges and provided VPN and remote access support. I resolved hardware and software issues and handled service desk tickets through eService Portal and ChangeGear.
Experience
Work history, roles, and key accomplishments
Senior ITSM Specialist
Ibex Global
Sep 2022 - Present (4 years 1 month)
Led change management for 700+ high-risk changes with a 99.9% success rate, and reduced repeat incidents by 18% through root cause analysis. Implemented proactive monitoring and automated dashboards, cutting manual reporting effort by 35%.
Service Desk Specialist
Ibex Global
Aug 2021 - Sep 2023 (2 years 1 month)
Managed 1000+ outage bridges and provided 24/7 VPN support, resolving 1,000+ hardware and software issues with a 95% first-call resolution rate. Acted as first point of contact for end-user queries, ensuring 99% SLA compliance.
Education
Degrees, certifications, and relevant coursework
Islamia University
Bachelor of Science, Information Technology
2014 - 2018
Earned a Bachelor of Science in Information Technology, building a strong foundation in IT principles.
ITIL
Introduction to ITIL @ V4, IT Service Management
Completed an introductory certification in ITIL v4, covering IT service management best practices.
Foundation of IT infrastructure
Foundation of IT infrastructure, IT Infrastructure
Completed a certification covering the fundamentals of IT infrastructure.
ServiceNow
Service Now Badge, IT Service Management
Earned a ServiceNow badge, demonstrating proficiency in the ServiceNow platform.
Lean Six Sigma
Lean Six Sigma White Belt Specialization, Process Improvement
Completed a specialization in Lean Six Sigma White Belt, focusing on process improvement methodologies.
Minhaj University Lahore
Master of Philosophy, Computer Science
2019 - 2023
Pursued a Master of Philosophy in Computer Science, focusing on advanced computing topics.
Leading Teams
Leading Teams Certifications, Leadership
Completed a certification in leading teams, focusing on team management and leadership skills.
Python for Networking Professionals
Hands-on Python for Networking Professionals, Networking
Completed a hands-on course in Python for networking professionals, covering automation and network scripting.
Availability
Location
PakistanAuthorized to work in
Salary expectations
Job categories
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