ITIL 2011 certified professional with 11+ years of experience in Service Delivery and Service Operations. Presently working with Aptean as Technical Team Lead for Pivotal CRM Systems Support Team. Responsible for motivating and leading a team of Support Specialists delivering high level of customer service and satisfaction on a technical and functional level in resolving customer problems Insightful experience in Product Support / Implementation and ITIL methodologies. Managing Operational support and deliverables Experience in Business Relationship Management by identifying customer needs and translating them to business needs Good experience in Service Support (replicating and fixing customer issues; Incident, Problem and Release management) and Knowledge Management. Good Experience with Microsoft technologies such as .net framework, IIS, SharePoint, Windows Server and SQL Server. Comfortable in working with cross-cultural and Multinational teams, interacting with people across multiple hierarchical levels / globally for smooth project execution.