• Led software upgrades, enhancing system reliability and perfor- mance while improving key KPIs, including reducing escalations by 40% and accelerating issue resolution by 35%, demonstrating strong leadership and results-driven management• Built and maintained digital infrastructure, ensuring 99.9% up- time with real-time observability tools adhering SLA• Delivered customer support, resolving issues via phone, email, video conference and remote tools, resulting in customer suc- cess… Show more • Led software upgrades, enhancing system reliability and perfor- mance while improving key KPIs, including reducing escalations by 40% and accelerating issue resolution by 35%, demonstrating strong leadership and results-driven management• Built and maintained digital infrastructure, ensuring 99.9% up- time with real-time observability tools adhering SLA• Delivered customer support, resolving issues via phone, email, video conference and remote tools, resulting in customer suc- cess rate of 95% with happy customer reviews and feedback• Analyzed and documented client issues, reducing resolution time by an average of 15 minutes per case• Trained end-users on system functionality, leading to a significant drop in support requests and improving customer experience• Collaborated with cross-functional teams to resolve escalated issues, achieving a 35% faster resolution on critical incidents• Automated routine tasks and scripts, cutting troubleshooting time by 30% and increasing daily operations efficiency• Monitored system performance, incident management, and con- ducted preventative maintenance, reducing system failures to fewer than 2 incidents per week Show less