Monica Fernandes's Email Addresses & Phone Numbers

I am a newly Service Delivery Manager looking to build on my Service Delivery Management skills within a suitably challenging role. I am customer focused and possess good telephone manner, good analytical & problem solving skills, excellent communication (verbal & written). Ability to prioritise work, motivating, encouraging and leading different Teams in order to achieve continuous Service...

I am a newly Service Delivery Manager looking to build on my Service Delivery Management skills within a suitably challenging role. I am customer focused and possess good telephone manner, good analytical & problem solving skills, excellent communication (verbal & written). Ability to prioritise work, motivating, encouraging and leading different Teams in order to achieve continuous Service Improvement.Service Delivery Manager @ Responsibilities include: Mainly focusing on Top Customers Overseeing SLA attainment Incident escalation focal point Managing Service Improvement Plans (collating, managing and reporting of SIPs to Customers and SAMs) Project oversight (briefing desk on projects which may have operational impact) Weekly Service Update meetings Service Reporting P1 Incident Communication VIP Call Management/Oversight Development/Collation of Operations Manuals for Top Customers From September 2014 to Present (1 year 4 months) Remote Desktop Team Leader @ Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved Regular reporting on achievement against appropriate Service Levels Day to day operational management of the Remote Desktop Support Team, including workload, staffing levels (holiday and sickness, critical hours coverage etc.), resolving issues and motivating team members Organisation of day to day logistical considerations to ensure that work commitments are continually achieved Acting as the first point of escalation for customer issues Undertaking / assisting with regular, quality performance reviews and identification of training needs Assisting with desktop fault resolution Management of the quality of service delivered by the team Management and monitoring of high priority calls (P1’s) to completion (including escalation to management as required) Assistance with the recruitment of Desktop Support Engineers Any other duties as deemed appropriate for the job role From October 2011 to September 2014 (3 years) Service Desk Team Leader @ Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and continuous monitoring, hi-lighting to the Service Delivery Manager any potential breaches Run daily/monthly reports on Telephony and Analyst statistics/performance Day to Day operational management of staff ( sickness, holidays, timekeeping, etc) and service desk workload managing the resources available, ensuring maximum cover is available at peak times, by either prioritising calls or introducing call overflow Ensure all incidents are updated on a daily basis and monitoring of P1s Deliver good performance and team performance Conduct interviews, ensuring new starters undertake appropriate training/induction Carry out monthly 1-2-1’s/ annual appraisals with team members Dealing with customer queries/complaints effectively Any other duties required as part of the day to day role Customer Perception Survey above 90% for the past 3 months after implementing the call monitoring process Service Desk FTF above 90% for the last 12 months as a result of introducing new processes for the Service Desk Team Motivation through the M.A.D. award and effective communication/ monthly team meetings From September 2010 to October 2011 (1 year 2 months) Service Desk Analyst @ IT support to UK and European based users (6000+ users, 1500+ laptops, 2500+ desktops, 2000+ Thin Clients, 500+ printers, 300+ Blackberrys). Logging, escalating and resolving SEV 1 to SEV 4 incidents. Active Directory and Group Policy support, VPN, SAP application support RSA Token maintenance ,CISCO IP telephony, Blackberry support Xerox printer network solution 1st and 2nd level support Top performer for 3 consecutive months From January 2008 to June 2010 (2 years 6 months) Software Application Support Analyst @ 1st line remote support to customers based throughout the UK Diagnosing faults, providing solutions within tight SLA's, logging support calls and emails User maintenance, working on a daily basis with SQL, UNIX and deployment tools. Individual target of fixing 99% of calls achieved EARLIER CAREER From April 2005 to December 2007 (2 years 9 months) Service Desk Analyst @ From January 2005 to April 2005 (4 months) Assistant Manager @ From February 1999 to December 2004 (5 years 11 months) Finished College of Economics Monica Fernandes is skilled in: Customer Service, Communication, Team Leadership, Organization, Listener, Pragmatic, People Skills, VPN, Group Policy, Service Delivery, Service Desk, Technical Support, Remote Desktop, Laptops, Sla, IT Service Management, SLA, Active Directory