Oswald Mendonca

I am an ITIL certified ICT Service manager gifted with unique leadership and demonstrable analytical, problem resolution and technical expertise to manage and deliver IT services to meet client expectations. Over the course of my career, demonstrated solid achievements in Incident / Problem / Change management, Continuous process improvement (ITIL framework), IT Operations and Project (PMBOK) management, while successfully managing and coordinating several high-performance technical support teams and vendors onshore and offshore. I have proven ability to interact strategically with a variety of multi-level stakeholders at management level, business partners, non-technical end - users, technical subject matter experts and vendors to deliver key initiatives to their successful completion while achieving business goals with a focus and commitment to customer satisfaction. Working within Finance, Resources, Motoring club, Telecommunications, Public sector, Education, Oil & Gas, client environment has provided me with exposure to various enterprise elements and best practice configurations, allowing this knowledge to be leveraged and shared. Key Strengths • 8+ year’s experience within IT Service Management roles • Hands on experience & detail understanding of Incident, Problem and Change management (ITIL framework) • Ability to remain calm & in control, while leading & influencing teams in high-pressure situations • Highly developed problem-solving and system analysis skills • Sound decision-making ability • Strong facilitation skills • Working in a 24*7 shift environment with 12 work hours shifts. • Australian Government Negative Vetting Level 1 security clearance Professional Certification • Foundation Certificate in IT Service Management V3 (20981) • ITIL Intermediate Certificate Operational Support & Analysis (20981)