ITIL Service Operations Certified Global Major Incident Manager with more than 5 years solid experience managing Severity 1 and 2 incidents in a complex IT Operations environment to resolution within the Service Level Agreement. Striving to deliver value to the customers, clients and internal account teams providing necessary advocacy, coordinating global cross-functional technical teams and customer communication in a timely manner within critical situations. The Technical background as a Microsoft Support Specialist in a Cloud Services Azure, Office 365, Skype for business, SharePoint Online, Exchange Online and Networking is helping me to understand the business impact and customer needs, asking the right questions, then evaluating recovery actions and managing the support teams to ensure the fastest resolutions of the incidents. The main goal is achieving Customer Satisfaction communicating effectively with Account Executives and High-Level Management. ©