Aftab Damra Email & Phone Number

▪ 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

Listed skills include Itil V3 Foundations Certified, Service Delivery, Transition Management, It Service Management, and 8 others.