IT Operations and Support Engineer | 9+ Years Experience | IT Support, L1, L2, ITIL
Actively Looking for Work
Experience
With nearly a decade of experience in the global IT industry, I bring a well-rounded blend of technical expertise and strategic leadership across software development, support operations, and project management. My journey began with SAP ABAP development and evolved into Robotic Process Automation (RPA) consulting, eventually leading to high-stakes roles in support operations for complex SaaS environments at Honeywell International Inc. and Movilizer GmbH.
Specialization
I specialize in managing large-scale, customer-facing support programs with 24/7 availability, ensuring compliance with strict SLAs and SLOs. My hands-on leadership in transitioning from JIRA to Zendesk significantly improved SLA adherence to 98%, while my deep dive into root cause analysis frameworks has notably reduced incident recurrence rates and boosted service reliability.
Certification
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Certified in ITIL V4 Foundation
I bring structured knowledge in incident, problem, and change management, and have successfully driven continual service improvement initiatives.
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I’ve overseen vendor relationships, contract governance, capacity planning, and asset management to align operational capabilities with strategic goals.
Mission
Certified in ITIL V4 Foundation I bring structured knowledge in incident, problem, and change management, and have successfully driven continual service improvement initiatives.
I’ve overseen vendor relationships, contract governance, capacity planning, and asset management to align operational capabilities with strategic goals.
Whether building support teams from the ground up, mentoring high-potential professionals, or optimizing ticketing systems, my mission has always been to enhance service excellence, support readiness, and customer satisfaction. With a passion for process refinement and team empowerment, I’m committed to leaving lasting improvements wherever I work.