Mathenkumar Ayyalusamy

Experienced Service Delivery Coordinator adept at communicating between parties, completing reports, and improving collaboration with suppliers to reduce delays. Familiar with billing and documentation requirements. Ready to take on new professional challenges as part of a growth-oriented company.

• ITIL 4 Foundation, Pursuing, 2026-12-31
• Microsoft 365 Admin, Hands-on Experience
• MCSE, Training & Knowledge

Across my 10+ years in IT Infrastructure and Service Delivery, I’ve consistently delivered measurable improvements in operational performance, service quality, and system reliability. One of my key accomplishments was improving SLA compliance to over 98% by implementing proactive monitoring, refining escalation workflows, and strengthening ITIL‑aligned processes. I also reduced incident resolution time by 25% by optimizing L2/L3 troubleshooting, conducting RCA, and improving knowledge base documentation.

Another major achievement was maintaining zero rollback incidents for an entire year by enforcing structured Change Management with proper risk assessment and post‑implementation validation. I also played a key role in supporting multi‑site IT expansions across the UAE, GCC, India, and the Philippines — ensuring seamless onboarding, network readiness, and infrastructure stability for 400+ users.

Additionally, I strengthened cloud and security operations by optimizing Microsoft 365, Entra ID, Azure Backup, Intune, and firewall environments, which significantly improved system reliability and reduced security incidents. Overall, my accomplishments reflect my focus on operational excellence, service quality, and building stable, scalable IT environments.

• ITIL Community — Active alignment with ITIL v4 service management practices