Looking for a job

Sagara John

@sagarajohn

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I improve IT service quality through audits, analytics, reporting, and process improvement.

India

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What I'm looking for

I'm looking for an IT quality or service-management role where I can improve processes, reduce defects, analyze performance metrics, and help teams deliver reliable, high-quality services.

I've improved IT service quality at Computacenter and Kyndryl by auditing processes, identifying root causes, and introducing productivity-focused improvements. I create management reports and track service performance to help teams reduce defects and meet business objectives.

At Kyndryl, I managed IT service management data and built reports and dashboards using ServiceNow, Power BI, and Excel to monitor incident, problem, change, and request metrics. I support ITIL v4 processes, validate and reconcile data, automate reporting with Excel macros and SQL, and lead ticket-quality reviews and defect-prevention initiatives.

Experience

Work history, roles, and key accomplishments

Quality Analyst

CompuTec

May 2023 - Jan 2025 (1 year 8 months)

Identified and introduced new processes to increase productivity, performed audits to improve service quality, and presented monthly key metrics to management. Improved customer satisfaction through root-cause analysis and led quality assurance training programs.

Process Improvement Audit Root Cause Analysis Quality Assurance Training Reporting Data Analysis