• Operations, Incident and Problem management of a voice infrastructure in a global oil, gas and petrochemical company.• Ownership of Change co-ordination for Proactive management.• Streamlining operations through process automation solutions, utilizing Microsoft Power Automate and Microsoft Copilot.• Overseeing day-to-day KPI and process fulfillment.• Analyzing and keeping track of SLAs and preventing their breaching.• Document management of internal processes.

• Supported and troubleshot a voice infrastructure in a global oil, gas and petrochemical company. • Managed and analyzed incident tickets and catalog tasks through ServiceNow, utilizing Microsoft Teams Admin Center, PowerShell, Microsoft Azure and other.

• Handled most complex technical issues and provided advanced customer support, achieving exceptional results across all performance metrics.• Collaborated with cross-functional teams and departments through chat and phone.• Worked closely with development and system maintenance teams.• Awarded best performing expert multiple times.• Recognized by Social Engineering Task Force for stopping and preventing multiple Social Engineering/Information gathering attempts.

• Troubleshot technical issues and provided tailored solutions via phone. Maintained up-to-date knowledge of products and services. • Achieved exceptional results in attainment, availability, and adherence, consistently exceeding performance metrics. Led multiple team meetings, further contributing to team success.• Successfully trained and up-skilled multiple waves of new hires, utilizing strong communication skills and technical knowledge. Handled first level supervisor escalations, utilizing exceptional problem-solving skills.• Collaborated with a development team, contributing technical expertise and project management skills.• Handled over 3500 calls, ensuring customer satisfaction.