1) Managing a couple of Work Place Services team in Sydney from offshore (Desktop Support and EUT). Incident & Service Request tracking, team management, executing small projects 2) Supporting the DC Operations team (Onsite and Offshore)

Promoted as the Operations manager to run a client's off-shore Service Desk in two locations. Managing the day to day activities to meet the Service Levels set by the client.

Team Lead in a Microsoft incident management team (Mission Control). Build a team from ground up with the assistance of the client. I trained new recruits and coached existing team members on process. Provided inputs to the quality department on what parameters to be measured. Monthly scheduling and daily ADHOC changes to the schedules. Maintained the health of the process documents. Quality check on past events were performed. Health check on open incidents. Address Client escalations and new requests.

Promoted to a Senior Operations Specialist in Microsoft Mission Control, helped groom new recruits and manage the shift aside from working on daily tasks of an incident manager outlined under Brillio. Core responsibilities remained to be multiple aspects of incident management such as hosting bridges, managing the large scale communications, engaging resolver groups, escalating incidents as required.

Incident Manager for Microsoft Mission Control. Mission Control is a part of a larger Incident Management team(REM – Response & Escalation Management) within the Enterprise Infrastructure & Service (EIS) Organization. The team is the first point of escalation for issues reported from over 180+ insourced and vendor customer support centres.• We specialize in managing large/medium scale outages.• Communicate event details to various stakeholders, providing real time updates as the event occurs.• Mediate and facilitate new product and service launches as well as vendor site deployments.• Assist users to process access requests to various Microsoft tools.

Worked in multiple roles within the organization. Started out as a customer care support representative in HSBC & JP Morgan Chase. • Completing Bank applications for new customers.• Sale of Insurance to existing customers against fraudulent transactions.• Customer support to JP Morgan Chase customers• Quality Analyst for JP Morgan Chase project HSA (Health Service Accounts) Project. Technical support Microsoft United Kingdom, Middle East and Africa. • Helped customer with purchase of Microsoft products.• Opened service request with technical support, assisted customers with activations of their product licenses and initial setup of Microsoft Office products.• Trained multiple batches for the Windows 8 launch and managed a team contract agents for 6 months till the ramp down phase.Incident manager for Microsoft Service Desk • Provided access to tools used by the Microsoft Advertising Business.• Managed incidents opened by the Microsoft vendor impacting Microsoft Tools and Services.