▪ A seasoned IT professional and people manager with over 1.5 decades of expertise in IT Service Desk operations.▪ As an accomplished leader, successfully managed technical contact center (Service Desk / Helpdesk) operations, which included SLA management, recruitment, scheduling, performance evaluation, retention, and disciplinary actions, ensuring a motivated and productive team. Also been instrumental in various BCPs, internal and external audits, and go-to-green plans.▪ Experienced in building sizing solutions for new businesses.▪ Experienced in transitioning and transferring IT Service Desk operations from onshore to offshore locations, have also traveled onsite to US for client engagements.▪ Experienced in creating SOPs, automating processes, deploying Quality Standards, Knowledge Management and enabling self-service chat bots.▪ Extensive data analytics and reporting experience with Microsoft PowerBI and Excel▪ Competent in the use of ITIL methodologies for IT Service Desk operations, Incident Management, Request Management, and Knowledge Management with an emphasis on End User Experience▪ Managed multiple teams and team leads, ensuring efficiency and quality deliverables via strong process and people management skills