• Efficiently oversee day-to-day operations, managing a team of over 30 L1 & L2 employees for the Global Service Desk, supporting 26,000+ users.• Utilize ServiceNow to generate real-time KPI metrics reports and dashboards on a daily/weekly basis.• Take full responsibility for staff performance, conducting evaluations, and implementing progressive discipline as necessary.• Conduct interviews, hiring, and provide coaching/mentoring to existing team members.• Successfully implemented a comprehensive Quality Assurance Audit process for the Global Service Desk, ensuring meticulous auditing of agent phone calls and ServiceNow tickets to maintain accurate information gathering and documentation.• Devised and introduced an Escalation process for ServiceNow tickets, effectively prioritizing client requests and company deliverables.• Actively participate in daily Turn-over meetings, collaborating with leadership from the overnight India Support Team.• Review, rectify, and approve timecards for contract employees.• Conduct bi-weekly 1-on-1 staff meetings to foster effective communication and progress assessment.

• Utilized ServiceNow to create real-time daily/weekly KPI metrics reports and dashboards.• Provided comprehensive oversight of staff performance, evaluation, and progressive discipline.• Conducted interviews, hiring, and offered mentorship to new and existing employees.• Monitored CSAT feedback metrics to ensure customer satisfaction.• Managed day-to-day operations for 14 employees in Field Service and PC Refresh Teams.• Supported upper-level executives in the City of Indianapolis and Marion County, including the Mayor’s Office, Police Chief, Fire Chief, and Department of Public Works.• Ensured monthly SLA compliance for Incident and Request Management.• Oversaw the PC Refresh project, handling logistics, staffing, imaging, and deployment schedules.• Actively participated in daily touch point meetings with the customer.• Led weekly Field Services update meetings with the customer.• Contributed to Monthly and Quarterly Business Review meetings with the customer.• Reviewed, corrected, and approved timecards and expense reports.• Conducted weekly 1-on-1 and staff meetings.• Developed Standards and Procedures Manual for Field Services.

• Effectively manage day-to-day operations for the Desktop Support team, consisting of thirteen employees, supporting 6,000 users.• Develop and present daily and weekly KPI metrics reports to the management.• Provide comprehensive oversight of staff performance, including performance evaluation, progressive discipline, and mediation of staff disputes and grievances in compliance with state and federal laws.• Offer support to upper-level executives, including President Mitch Daniels, at the university.• Act as Incident Manager for ITaP (Information Technology at Purdue) organization.• Monitor customer service satisfaction feedback metrics to ensure high-quality service.• Conduct interviews, hiring, and provide coaching/mentoring to both new and existing employees.• Hold regular weekly staff meetings and one-on-one staff meetings.• Create Standard Operating Procedures (SOP) to streamline operations.• Achieved impressive results, reducing the open ticket count from 125 to 62 and the average age of open tickets from 28 days to 9 days within a six-week period.

• Skillfully oversee the daily operations of the global Deskside Support team, which includes seven employees and supports 2,200+ users.• Successfully manage the Windows 7 and PC hardware refresh project, ensuring its smooth execution.• Conduct interviews, hiring, and offer mentorship to both new and existing employees.• Develop comprehensive Standard Operating Procedures (SOP) to enhance team efficiency.• Achieved a remarkable 50% reduction in the open ticket count while maintaining the same level of support with half the number of staff.• Consistently maintained a high SLA of 90% and above for IMAC’s, break/fix, and request tickets, ensuring excellent service delivery.

• Oversee day-to-day operations of the Helpdesk team, providing support to 120 users.• Take charge of purchasing and maintaining equipment inventory.• Develop Standard Operating Procedures (SOP) to streamline processes.• Lead and participate in various IT projects.• Resolve escalated user and vendor issues promptly.• Aid with disaster recovery and business continuity planning.• Prepare staffing plans and conduct meetings for effective team management.• Create and manage the yearly budget for resource allocation.