IncidentManager / Problem Manager/ Capacity Manager / Service MAnager

12/2020 – 12/2022

 Process owner for Incident/ Problem/ Capacity Management.
 Implementation/ Migration from JIRA to Service Now.
 Planning and delivering IT User training for Service Now .
 Forecasting IT Capacity in conjunction with Business demands/
expectations.
 Provides regular and comprehensive status reports to the Head of
Section and Senior Management teams, escalating critical topics as
necessary.

Jira, ServiceNow, IT Service Management (ITSM), Service Management

9/2014 – 5/2020

Draft and review offers for biddings/contracts with internal and external customers.
 Planning and implementing agreed IT Service solutions, throughout the entire project life-cycle – analysis,
design, development, test and hand-over to operations.
 Provides regular and comprehensive status reports to the Head of Section and Senior Management teams,
escalating critical topics as necessary.
 Ensures effective stakeholder management, maintaining good customer relationships and managing client
expectations.
 Working pro-actively on a number of ICT projects in SHAPE, KFOR and other NATO Commands.
 Trainer for a Document Handling System (DHS) and Tasker Tracker Enterprise (TTE) both residing on a large
scale SharePoint (2007/2010) Enterprise platform/farm.
 Also provides 2nd & 3rd Level support for multiple MS SharePoint (2007/2010) farm based systems (DHS and
TTE).
 Extending and maintaining the Human Network within NCI Agency and NATO Command Structure Customer
communities.

Service Management, IT Service Management (ITSM), Microsoft SharePoint Server

9/2012 – 3/2014

As leader of a multi-national Team of three, I delivered support and technical input, to customers within our Area-of-
Responsibility (AOR) including Mission critical connections in Afghanistan, Libya and Iraq. Also appointed as
Communication Information Systems (CIS) Coordinator and Assets Account holder (asset value of 0.4 million Euro).
This entailed the direct involvement in the procurement process of CIS equipment and services from industry.
 Used CableSolve application, to capture, configure and manage the Configuration Management Database
(CMDB) to ensure all configuration items were captured during equipment exchange; maintaining the
integrity of the core systems.
 Lead configuration management and Control of all unit IT assets.
 Undertook SharePoint administration for a Command Support Group using MS SharePoint 2007/ 2010.
 Planned and implemented changes within NATO and NCIA Area-of-Responsibility (AOR) and assisted with
Project support for several internal NCIA projects in NATO.
 Contributed to high level needs analysis for solution evaluation and outlining of business cases related to
the proposed solutions.
 Engineering of IT Network Services Solutions with diagrams, addressing schemes and supporting
documentation.
 Building in-depth familiarity with NATO Service Management Policies and Procedures
 Extensively building upon the benefits of my human network established in previous positions

IT Service Management (ITSM), Microsoft SharePoint Server