Isham Goolab

Background

About Isham Goolab

A highly motivated IT Service Management (ITSM) bilingual (English & French) professional with 10+ years of experience. Proven ability to exceed expectations in managing incidents (including major incidents), problems, and queues management. Fosters a culture of continuous improvement by leveraging collaboration, root cause analysis, and process optimization. Consistently drives increased customer satisfaction and operational efficiency. Proven expertise in ITIL methodologies and root cause analysis (RCA). Highlights of Qualifications • Customer Support: Skilled in various ticketing systems (Salesforce, RightNow, Remedy, Cherwell, ServiceNow) to resolve user issues efficiently. • ITIL Principle: Leveraged ITIL practices (Problem, Incident, Change Management) to streamline processes and optimize service delivery. • Data-Driven Problem Solving: Utilized data analysis and RCA to identify root causes of recurring issues, leading to significant improvements. • Bilingual Communication: English and French, ensuring effective communication and exceptional customer service across diverse audiences. • Leadership: Successfully led high-performing teams, fostering collaboration and continuous learning, consistently exceeding KPIs. • Time Management: Demonstrated expertise in prioritizing and managing multiple tasks simultaneously, ensuring deadlines are met consistently. • Technical: Utilized existing SQL scripts to generate reports for analysis and troubleshooting. Leveraged Microsoft Power Automate tool to automate email and Sharepoint notification. • Project Management: Skilled in applying project management methodologies to lead and deliver multiple projects, including successful telephony tool and ticketing system implementations.