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Service Level Management Upwork freelancers typically receive a client rating of 4.93.

4.93
Last updated: August 1, 2015
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  1. Bernard Leigh

    Bernard Leigh

    Director of Professional Services, Consulting and Program Management

    Cyprus - Tests: 7 - Portfolio: 4

    Demonstrable skills and experience in both Enterprise and SME (MSP Clients) Project and Programme Management, based on the principles and methodologies of industry standards such as PRINCE 2 and PMP. With further demonstrable experience of managing teams in excess of 30 members including local hire and remote resources, together with all aspects of annual performance appraisals, and contractor negotiation, with an excellent understanding of the latest ITIL methodologies for ITSM. This specific experience has been gained from over 10 years of managing distributed teams and environments across multiple time zones and cultural forums, through Application and Infrastructure Support and Project and Change Management to have a complete understanding of the both SDLC and ITSM and how to make them successfully coexist. I have developed and managed enterprise grad SLA’s, OLA’s, UC’s and KPI’s framework, for both internal IT staff and external supplier resources to meet with industry and global regulatory requirements. Responsible for ALL Sarbanes Oxley (SOX) reporting and owner of ALL SOX controls for UK. I have a professional, adaptable, and competent approach to both Resource and Stakeholder management. I am more than comfortable with working in an integrated IT environment or as a consultant. I have a strong mix of corporate enterprise, SME and entrepreneurial experience, and to expand on that, my experience has afforded me the ability to learn the complex matrix management structures and business models which predominantly gained within Global Financial Services Industries (Investment Banking and Global, Corporate and Specialty Insurance). Where conversely some of my most recent and earlier career experience was based in one of the most competitive customer service industries, and to achieve success in this, I had to be flexible to market conditions, so that I could maintain strategic focus so as to continually meet my financial targets. The combination of my career experience has provided me with the opportunities of working in USA, Belgium, France, Spain, Gibraltar, Abu Dhabi and secondments to Brazil, Mexico and APAC, for projects that I was either managing or transferring to local piers and latterly I had responsibilities for USA, Germany, Italy, Switzerland and Denmark. I am confident that I have a strong comprehension of global business environments and managing diverse IT Departments across a multicultural platform. I feel that I am confident and excellent communicator and am completely at ease with interacting and influencing piers, partners, subordinates and executive management, both internally and externally to my working environment. Throughout my career, I have remained technically competent, complemented by my training and experience with Prince 2 and ITIL methodologies. I am a strong communicator, who is confident and experienced in influencing business and IT stakeholders-up to and including-CIO/Managing Director Level.

    $60.00 /hr
    7,951 hours
    5.00
  2. Subbarayudu M.

    Subbarayudu M.

    BMC Remedy ITSM & ServiceNow Developer & Administrator

    India - Tests: 1

    Professional Summary  BMC Remedy relevant work experience of 9.8 Years in Development, Integrations with other applications, configurations and Customization of ITSM suite of applications.  Experienced in ServiceNow (SNOW) system administration, support & Development Experience in solution designing by following ITIL processes in ServiceNow and able to provide feedback on potential ways to translate functional into technical requirements.  ITIL Foundation Version3 certified from APM Group in Sep 2010.  Experienced in integrating ITSM with TPA using remedy Web Services.  Have done ITSM Installation of both version 8.1 patch 02 and 7.6.03, Midtier 8.1 and required database configuration; By solving all installation issues  Integrated Remedy with Network Fault Management system IBMTivoli Netcool Omnibus and have good understanding on Impact and Webtop functionalities.  Have got best hands-on/knowledge in configuring foundation data, asset management, approval engine, SLM targets etc. (using data management tool, AR Import & AIE)

    $20.00 /hr
    29 hours
    4.88
  3. Anil P.

    Anil P.

    Wordpress Expert || Front end Developer || Woocommerce Expert

    India - Tests: 3 - Portfolio: 9

    I am an experienced web programmer with 6+ years of experience in PHP and front end development with skill sets below : Framework : Zend Framework, Cakephp, CodeIgniter CMS : Drupal, Joomla, Wordpress Ecommerce : Virtuemart, Ecommerce plugin for wordpress, Ubarcart, X-cart, Zen Cart and Magento Social Media : PHPfox, Jomsocial, Buddypress Library : Jquery, Ajax, Angular Js, Tree Js Sub Version : Github, SVN Project Management Tool : Basecamp, Trello , Rapidtask Project Management I completed my Project Management having following ability: 1) Reporting 2) Team Management 3) Code and Document Configuration - Maintaining Versions. 4 ) Task and their Scheduling

    $11.11 /hr
    50 hours
    3.62
  4. Erik Jessen

    Erik Jessen Agency Contractor

    WordPress Designer/Developer - Project Manager - Marketing Manager

    United States - Tests: 6 - Portfolio: 9

    What I can do for you: COMMUNICATION - This is my best quality and I make it a point to communicate at every step of the process. Other Skills 1. WordPress Design and Development. 2. Project Management and Consulting 3. HTML and CSS coding - Some PHP and SQL knowledge 4. Image Manipulation and Logo Design 5. Video Production and Editing 6. IT Management - 7+ Years 7. Marketing Management - SEO, SEM, SMM Thanks for checking out my profile!

    Associated with: Amari Consulting

    $45.00 /hr
    214 hours
    5.00
  5. Jessner Joe Garcia

    Jessner Joe Garcia

    Admin Support, Data Entry, Research, CPanel, Wordpress, Email Response

    Philippines - Tests: 3

    Through my educational background and previous work experiences, I am able to tackle challenges from data entry, web research, site/CPanel/domain administration, creating websites, and Wordpress. I am looking for opportunities to help people through administrative and web support. I have experience in customer service, techinical support, online teaching, email support, domain administration, CPanel/server administration and web support. I'm also knowledgeable with HTML, PHP and MySQL. I have 5 years experience with operations management as a Secure Messaging Supervisor. My tasks include recruitment, training, career development planning, and business process improvement. One of my achievements as a supervisor is high rate of promotions. I have developed a culture that nurture and empower people.

    $5.56 /hr
    629 hours
    0.00
  6. Michael Roy Ayala

    Michael Roy Ayala

    Experienced Team Leader for Customer Service, Sales and Back Office

    Philippines - Tests: 2

    Ten years of solid working experience in the field of Customer Service, Sales and Back office, demonstrating a wide range of competencies in strategic and tactical roles, as well as leadership responsibilities. Proficiencies include extensive sales and customer service (call and email/chat support), Healthcare and Insurance products, strong communication skills, people management and talent development, global sensitivity through working in an environment of diverse cultures, strategic planning, versatility and change management. Experienced in: • Operational Excellence: Part of the team who oversees compliance of each program in terms of OPEX in Accenture. • Team Management: Handled several teams in both sales – inbound and outbound, customer service - handling phone calls and chat support, back office – data entry, validations and adjustment, background investigation. • Training Support: Conducted several sales training to enhance team’s sales performance to ensure that sales target will be achieved consistently. • Program Management: Organized and led successful project events, employee engagement programs, rewards and recognition activities, marketing initiatives and climate surveys • Business Development: Experienced in working on process migration which involves process documentation, overseeing teams both onshore and offshore, coordination with onshore managers to ensure that SLAs are consistently met for both productivity and quality.

    $7.78 /hr
    643 hours
    0.00
  7. Serge hilaire M.

    Serge hilaire M.

    ITIL Certified, MCT, MCSA

    Cameroon - Tests: 8 - Portfolio: 1

    Over the 6 past years, I have been providing IT support to the company I am actually worked with, based on ITSM best practices using ITIL. I have first of all work as a Computing Specialist where I was responsible to ensure quality computing services are provided to the Business. Since more than two years now, I have been appointed as Computing Supervisor and now managing many ITIL processes that have been adopted. This include Incident Management, Problem Management, Request Fulfillment, Change Management, Process and Release Management, Service and Configuration Asset Management. I also supervise a Team made of Computing Specialist and Technician and we insure IT operations are implemented and working as per Company policies and standards.

    $10.00 /hr
    0 hours
    5.00