Shiva Kumar

Experience

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  Philip Morris International

  Mar 1998 - Jan 2000

  Service Desk Analyst

  •Register service tickets into an incident tracking system to facilitate faster problem identification and resolution.•Responded to user operational issues (desktop, laptops, and mobile electronic devices) to enable problem resolution.•Identified system HW, N/W infrastructure & connectivity issues that prevented the execution of user-initiated tasks.•Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

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  Mondelēz International

  Jan 2000 - Mar 2015

  IT Service Delivery Manager

  IT Service Delivery Manager - Kraft Foods International, Dubai, UAE•Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs.•Maintained proper staffing levels to guarantee timely and accurate deliveries.•Managed third-party contracts to drive delivery of required services.•Coordinated with multiple external stakeholders to gain consensus on major project milestones and prioritization goals.•Advised clients on methods, technologies, process improvements that increased overall business potential.•Met with business leaders to better understand IT issues that negatively impacted businesses.•Facilitated completion of deliveries and verified all documentation.•Supervised operations of 10-hour customer service desk staffed by four team members within GCC region Show less

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  United Groups

  Mar 2020 - now

  IT Supervisor and Operations

  •Supervision of the daily operations of IT and Manufacturing facilities and other related plants activities•The job consists of IT administrative duties, managing employees, organizing schedules, and meeting performance goals.