IT Management Projects

Highlights of projects I have completed. The duration of the projects varies from days to a few months.

Teamlead Support at 4PS – Team and Incident Management for 300+ Clients

Managed a dynamic team of five professionals, responsible for handling 25 percent of incidents reported by a client base exceeding 300 organizations. Key responsibilities included:

• Team Leadership: Oversaw daily operations, provided coaching and mentorship and ensured the team consistently met performance targets.
• Incident Management: Managed and prioritized incident resolution to meet SLA requirements, ensuring timely and effective communication with clients.
• De‑escalation Expertise: Skilled in resolving high‑priority escalations to maintain customer satisfaction and service quality.
• Customer Onboarding: Facilitated smooth onboarding for new clients by ensuring proper configuration, training and support alignment.
• SLA Management: Monitored and enforced SLA compliance to guarantee service excellence.
• Project Leadership: Led internal improvement projects to optimize processes, enhance team collaboration and drive operational efficiency.

This role combined technical expertise with leadership and customer‑centric strategies to deliver exceptional service and maintain long‑term client relationships.