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Tech LeadNov 2014 - Jul 2015 (8 months)
• Responsible for the day-to-day management of IT change into all global service desk areas. • Checking changes for compliance and best practice as laid out by industry and ACI Audit. • Monitors and reports on service level agreements in regards to Changes. Audits contractual compliance, solicits feedback from users, and communicates scorecards. • Completes daily, weekly and monthly reports. • Participates in compliance audits, software licensing and software/hardware upgrades and maintenance.
Sr. AnalystApr 2012 - Apr 2013 (1 year)
* Coordinates activities of functional areas or of department account leads to ensure that business solution objectives are met. * Assists in interpreting demand forecasts and in planning and delivering end-to-end services. Escalates issues and recommends adjustments. * Maintains records of account specific service problems and assists in prioritizing work requests. Identifies process changes or adjustments and escalates same. * Maintains records of expenditures to ensure compliance with approved b
B.C.A.2007 - 2009 (2 years)
D.M.E.2003 - 2006 (3 years)
ITIL v3 (2013)Advance Innovation Group
The Foundation Level is the entry level qualification which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices. This qualification is primarily aimed towards: those who require a basic understanding of the ITIL framework; those who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization; IT professionals or others working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute to an ongoing service improvement programme.
Six Sigma Green Belt (2013)Advance Innovation Group
The Six Sigma Green Belt operates in support of or under the supervision of a Six Sigma Black Belt, analyzes and solves quality problems and is involved in quality improvement projects. A Green Belt is someone with at least three years of work experience who wants to demonstrate his or her knowledge of Six Sigma tools and processes Green Belt: Assists with data collection and analysis for Black Belt projects. Leads Green Belt projects or teams.
SLA management utilities keep tabs on servers and applications and centralizes data about them in easily-understood dashboard views for [login to view URL] networks and applications up and running as defined in service level agreements, often with requirements such as 99.999% uptime