Beulah Sherlie

WORK HISTORY

EDUCATION

SKILLS

ABOUT BEULAH SHERLIE

Expertise in information systems technology, project planning, strategic planning, systems analysis and troubleshooting, quality control, forecasting, scheduling and planning and tracking of results.• Expertise in the effective implementation of the process \"Service Desk and Incident Management\" and carry out the respective reporting procedures• Experience includes ensuring customer satisfaction, understanding the challenges and providing continual service improvement plans• Specific experience includes improvement in efficiency and performance of team members, managing SLAs and defining and achieving Value added targets above the committed SLAs• With excellent working knowledge of ITIL and other processes with certifications and hands-on experience in multiple technologies like Wireless, VOIP, telecom, Active Directory• Managed Service Desk, End User Computing, Infrastructure Support for highly secured financial organizations• Involved in Fortune 100 IT Service Management projects using the ITIL framework for Service Delivery and Service Support• Excellent communication skills including ability to engage with people from different functions, levels in organization, and cultures on both technical and business topics, articulating complex issues in easy to understand terms.• Capable of bringing disparate groups together in order to meet project goals and objectivesRepresentative Clients Managed:• Transunion, Fidelity Investments, British Telecom, Vonage.Technical Certifications:• ITIL V3 Foundation• Microsoft Certified Professional (Windows 2003)