I am writing to express a keen interest in securing a position in your esteemed Organization, With strong hands-on technical experience and the ability to lead the Service desk team effectively, I am positive that I have much to add to your organization in terms of customer satisfaction.
Over the past 18 years, I have worked in various roles incorporating my expertise in order to provide end-users with the best support services and ensure that they receive timely technical assistance.

• Tracking Service Desk tickets to a conclusion.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Vendor Management Coordinating with Major vendors (like VSNL (TATA), Verizon, Vodafone, AT&T, MTNL & Reliance) for leased lines Maintenance.
• Client Communication, Project Management, Planning & Implementation.
• Collaborating with third party suppliers and ensuring that the provision of quality exceed service levels
• Measuring, monitoring, and working to minimize incident levels.
• Providing leadership, control, planning, and scheduling of all projects and services.
• Providing training to SD staff on Servicenow, 10 Zig, Bitlocker, RSA, Intune, etc

A Post Graduate in Business Administration from Welingkar Institute of Management, I have also achieved the below Certifications –
Prince2 - Practitioner, Six Sigma Green Belt, ITIL Foundation Service Management, ITIL Life Cycle Service Operation, and CISEH, Cyber Security, Real-Time Cyber Threat Detection and Mitigation

Besides leading the IT support team, I am able to personally address critical support issues and incidents that might arise from time to time.
Moreover, I am well versed in working in close conjunction with the company’s higher management
to ensure the workforce is working properly and giving optimal results.

My resume is enclosed for your review and perusal. I would appreciate the opportunity to interview with you to discuss my potential.
If you have any questions, I will be available at +971523662102 or via email at danny_dsouza@rediffmail.com.

Thank you for your time and consideration. I enthusiastically look forward to hearing from you soon.

Sincerely,

Danny D’Souza
00971523662102