• Team Management: Supervised and mentored a team of 20+ IT professionals, fostering a collaborative and high- performance work environment. Conducted regular performance evaluations, provided constructive feedback, and facilitated professional development opportunities for team members.• Help Desk Operations: Led efficient helpdesk operations, ensuring prompt issue resolution and exceptional end-user support for a workforce of 80K+ employees. Implemented streamlined ticketing systems and standardized support processes, resulting in a 50% reduction in response times.• KPI Reports and Analytics: Developed and maintained key performance indicator (KPI) reports to track IT service delivery metrics, enabling data-driven decision-making. Utilized data analytics to identify trends, optimize resource allocation, and enhance service quality.• QBR Presentations: Prepared and delivered quarterly business review (QBR) presentations to executive stakeholders, highlighting IT achievements, challenges, and strategic recommendations. Collaborated cross-functionally to align IT initiatives with organizational goals and objectives.• Automation and Integration: Spearheaded automation initiatives to streamline repetitive tasks and improve operational efficiency, resulting in 85% time savings. • New Project Collaboration: Collaborated with cross-functional teams on new project initiatives, ensuring the successful deployment of IT solutions that meet business requirements. Actively participated in project planning, execution, and post-implementation reviews.• Enhancing User Experience: Implemented user-centric strategies to enhance the overall employee IT experience, resulting in increased satisfaction and productivity. Conducted user surveys and feedback sessions to gather insights and drive improvements.

Point of contact for senior management to resolve ITissues promptlyGuide the helpdesk team on work procedure, technicalstandards and issues, work priorities and specialrequests from usersCreate support document and knowledgebaseAutomate possible access requests through service-nowcatalog automationCraft and publish notifications for technology Outages

Document all transactions and support interactions inservice-now for future referenceIncident monitoring and response to ensure alerts areaddressed on timeResolve incidents and tasks with in service levelagreement

Senior Consultant | McAfee SaaS End Point Protection, Email and Web Protection service.Second level support for McAfee SaaS solutions, Endpoint protection deployable on Desktop and Server systems and an Enterprise cloud based Email and Web Security solution. Supervising and supporting tier 1 support team along with handling Partner and Client escalations.