I have progressive experience as a Site Service Team Lead in a renowned Multinational Pharmaceutical Company (Pfizer Inc).
This role provides and ensures that all IT Services Support are in place as per agreed Service Level Agreement (SLA) with client (Pfizer). Position required a solid understanding of relevant technologies like Microsoft Windows, O365 (Exchange Online, Teams, share point, One Drive), Android/iOS applications support through MDM (MaaS360), Cisco WebEx meetings, Managed Print Services, ITIL implementation like Interaction, Incident, Change, Problem, Configuration Management, IT Asset Management, IT Infrastructure planning & troubleshooting, Project Implementation, Customer Relationship, Governance and Compliance, Vendor selection and negotiation. The role provides a combination of technical and managerial expertise and leadership.
As a Service Manager, communicate with customers via phone, email or face-to-face to answer support and service questions. During Covid-19 pandemic, working from home often involved doing remote troubleshooting of problems, hosting WebEx audio/video conferencing with internal/external clients, following up with customer inquiries and keeping track of their interactions/incidents/request’s tickets. Ensure that other team members are trained to understand customer service standards and comply with agreed SLA between DXC & Pfizer. Also help to solve simple and complex application problems. In addition, I can help other groups with various complex analyses in order to support the development or modification of IT systems and ensure their efficiency.
I have good communication and interpersonal skills, and the ability to work efficiently with all levels. I have an aptitude to work independently at different assigned support locations and participate in team meetings to give feedback from users, provide the status of continuing projects and take on new projects.