- Executed and managed service requests, changes, incidents and ageing tickets of various priorities in high pressure and dynamic circumstances while leading coordination and communications/alerts with global stakeholders and support teams of multiple tiers - Administered the Major Incident Management (MIM) process and ensured adherence to process and escalation requirements within various support and delivery areas, assisting the teams in establishing SLAs and KPIs - Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating and acting as a SPOC across multiple - Assisted in building the knowledge base and skills throughout the team to continuously improve service to customers and identifying training requirements and knowledge gaps alongside implementing and maintaining knowledge management systems to be used by Service Desk and technical engineers - Worked directly with Incident Lifecycle Coordinators on initiatives to drive & improve initial incident response while managing SLAs and notifications performance and status of all incidents to high-level internal leadership and clients - Coordinated triage activities while leading support, development and engineering teams to a rapid restoration of service during Major Incident events, communicating to IT leadership and escalating to senior leadership when appropriate - On-boarded external Vendors and internal business units, establishing support model framework, contractual KPIs, legal and security sign-offs - Executed and managed incidents workarounds, timely availability of major incident reports for any priority incident and actively provided analytical data, presentations and dashboards on service performance and improvements to drive and ensure the implementation of appropriate countermeasures and retrospective

Vodafone Business | Sep 2018 - Mar 2019

Ireland Enterprise PM

- Drove performance efficiency and developed a strategy to up-skill the central operations team members - Led, developed and inspired teams while identifying, reporting, and resolving workplace or interpersonal barriers to performance - Created reports to measure the key performance indicators (KPIs) in regard to problem and escalation management &quality and provided regular weekly call metrics to management - Managed the Business Performance team while overseeing team objectives and the delivery of business performance solutions and preparing business cases on new initiatives - Drove performance efficiency and developed a strategy to up-skill the central operations team members

Vodafone Business | Jun 2018 - Sep 2018

Ireland Enterprise CXX

- Acted as an escalation point of the Customer Experience and Escalation desk - Acted as SME driving and resolving issues for critical enterprise multinational and sensitive accounts - Created high-level management data & analytics presentations to measure the KPIs in regard to problem and escalation management & quality

Vodafone Business | Nov 2017 - Jun 2018

Senior Ireland Enterprise Advisor

- Assisted in launching the Irish Enterprise account for the first time in VSSE Ireland operations driving the initially agreed upon KPI metrics by 35% - Ensured service level agreements are met and maintained through accuracy in handling required tasks and communicating positively with all involved stakeholders & business unites (2nd Line, 3rd Line, etc.) in order to facilitate a timely issue resolution - Acted as a knowledge SPOC across the entire operations - Acted as a floor support/walker for nesting teams - Created a consolidated knowledge base utilized across all account functions including trainers to use in training delivery

Vodafone | Jun 2017 - Nov 2017

CXX Vodafone UK

N/A

Vodafone | Feb 2017 - Jun 2017

Technical support UK account

N/A

Cisco Networking Academy | Jan 2015 - Jan 2016

Cisco Network Engineer

N/A

Nasr Petroleum Company | Jan 2014 - Jan 2015

Electrical Engineer

N/A

Suez Shipyard | Jul 2012 - Jul 2013

Electrical Engineer

N/A

CROSSFIT SOUTH BROOKLYN LLC | Aug 2009 - Aug 2011

Personal Trainer

N/A

My Education

Take a look at my formal education

Bachelor of Engineering - BE, Bachelor’s Degree, Electrical, Electronics andHigher Technological Institute

Boston University

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