Jobi Abraham George

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

ITIL Foundation

• Advanced proficiency in installing, configuring, and troubleshooting desktop systems, workstations, servers, and network infrastructure.
• Skilled in managing passwords, data integrity, and file system security for desktop environments.
• Experienced with problem management databases and help desk systems including ServiceNow.

• Desktop Support: Microsoft SCCM, Active Directory
• Ticketing System: ServiceNow
• Monitoring and Alerts: SolarWinds, Datadog
• Documentation and Knowledge Management: SharePoint, Confluence

• Used Microsoft Excel to develop inventory tracking spreadsheets.

• Proven leadership in operational management and project delivery within IT teams.
• Strong administrative skills: time management, record keeping, compliance review, and scheduling.
• Effective communicator capable of distilling complex technical information to diverse audiences.

• Service Desk Transition: Led the strategic transition of the service desk to another company. Managed cross-functional teams and coordinated with external vendors to ensure a seamless transition. Focused on minimizing disruptions to services and maintaining high customer satisfaction levels throughout the process.
• ITSM Tool Implementation (Datadog): Coordinated the implementation of the IT Service Management (ITSM) tool, Datadog. This involved project planning, team collaboration, and overseeing the integration process. Ensured that the tool was customized to meet specific organizational needs and facilitated training sessions for staff.
• OS Upgrade Project (Windows 7, 8, to Windows 11): Oversaw the operating system upgrade project across the organization. Managed the planning, scheduling, and execution of the upgrade from Windows 7 and 8 to Windows 11, ensuring minimal downtime and compatibility with existing systems.
• Hardware Update on Older Devices: Coordinated the hardware update project for older devices. This involved assessing hardware requirements, managing procurement processes, and overseeing the installation and testing phases. Ensured the updates enhanced performance and aligned with IT infrastructure goals.
• Datacenter Consolidation: Played a pivotal role in the project to consolidate two data centers into one. Managed the logistical aspects, resource allocation, and risk mitigation strategies. Focused on optimizing space utilization, improving efficiency, and reducing operational costs.
• ITSM Tool Implementation (ServiceNow CMDB): Led the deployment and customization of ServiceNow ITSM suite, overseeing project planning, execution, and team training.