o Global IT Service Delivery manager managing the performance and quality of IT services at all Micron’s administrative, design, manufacturing and fabrication sites globallyo Partnering with Operations managers to implement worldwide process improvements and service improvement plans based on service priorities in alignment with the IT service strategyo Overseeing ITIL process for global IT teams including Service Level Management, Issues Management, Configuration Management, Risk Management, Change Management, Communications Management, and Process improvementso Managing the End User Engineering teams delivering key services in the space of endpoint management, mobile device management, global IT field services, software packaging, and support analytics

- Providing data-driven, action-oriented solutions to challenging business problems in the IT Support space- Business-focused data scientist with a demonstrated ability to deliver valuable insights via data analytics and advanced data-driven methods- Developed intricate algorithms based on deep-dive statistical analysis and predictive data modelling that were used to improve customer experience and developer experience- Analyzed and processed complex data sets using advanced querying, visualization and analytics tools

- Manage day-to-day operations of Global Service Desk team assisting customers, including Level 1 support, Access Control Management & Remote Desktop Support- Maintained all time high First Call Resolution (FCR) of 80% for Level 1 Service Desk and 85% FCR for Remote Desktop. Customer Satisfaction rate of 97% throughout the Level 1 and Remote Desktop teams - Increased Remote Desktop resolution rate from 40% to 85% in span of 5 months- Meet and exceed agreed upon Service Levels, demonstrate commitment to deliver unsurpassed service and support- Have synergistic relationship with our customers by better understanding their business processes and how our Service Desk team can better support their business during critical periods- Create an environment that supports innovation and team work by thinking aloud, exchanging knowledge and ideas to enhance the Service Desk experience for our customers

- Responsible for maintaining and administering Unicenter Service Desk 11.2 & Unicenter Service Catalog application for Global Service Desk- Partnered as a business relationship manager with the business stakeholders in planning, creating business cases and value plans

- Manage day-to-day operations of a team of Service Desk analysts supporting Service Desk to assist internal customers- Responsible for consolidating regional Service Desk to a centrally located Global Service Desk- Represented and led the Global Service Desk team at CA World Conference (Nov 2008 & May 2010) held in the United States (Las Vegas, Nevada)

Technical Support Expert providing IT Support to the Dell Inc. consumer base in the United States.