Expanded the scope of tasks like Active Directory (AD), increasing ticket handling, boosting closure rates, and resulting L1 / L2 team productivity by 55% in 4 months.Successfully expanded team from 8 to 14 members, ensuring 24/7 coverage and 97% SLA adherence during outages with no missed calls.Led incident management, improving resolution time by 20% and enhancing CSAT by 30% through continuous improvements and effective team coordination.Facilitated V&A training and Knowledge Transfer (KT), improving call and email quality by 82%, fostering a more professional and customer focus approach.Reduced employee abdication by 85% in a year through monthly one-on-one sessions, career development plans, and relevant certifications.Implemented Salesforce softphone, reducing call drops and abandoned calls, improving call pick-up score from 85% to 98%.Enhanced FCR by 43% to 66% by securing agent access to critical applications, streamlining ticket handling, and reducing transfers.Implemented a 3-strike policy audit sheet (for O365, VPN, Troubleshooting, etc) enhancing call and case quality by 88% and 92%, and achieving certification from Dun and Bradstreet.Executed uninterrupted 24/7 BCP coverage during natural calamities, resulting in no missed calls or SLA breaches, earning the 'Best Team of the Year' award.

Pioneered SOP and KB articles, enhancing onboarding experience and increasing process efficiency by 30%.Expanded an Avaya Marquee dashboard integrated with ServiceNow, enhancing call quality and overall performance by 75%.Developed a shift handover template, boosting communication and follow-ups, increasing closure rates by 15%, and maintaining SLA adherence.Optimized team utilization, boosting productivity and increasing FCR rate to 77% for installation and configuration cases via TeamViewer and SCCM. This led to team expansion and new project alignment.Introduced soft tokens for VPN login, improving on-time login rates and reducing IT tickets related to token loss and login issues.Awarded as " BEST SME", guided the team through critical issues, increasing team efficiency by 20% during peak hours.

Utilized Oracle and SQL skills to handle basic tasks, leading to a 50% increase in self-closure rate. Achieved Oracle 11c certification, serving as Junior DBA during DBA engineer absence.Solved MAC OS issues, improving FCR by 15% & boosting closure rates by 20%, as a Navigated Apple Certified Support Professional.Leveraged specialist nominal skills to troubleshoot and resolve out-of-box issues, devising SOP and KB for future reference, leading to a 30% reduction in customer escalations.Managed 300+ service desk tickets monthly, optimizing workflow efficiency.Created weekly and monthly performance reports for the team using Power BI, leading to Persuaded actions and improvements, and received positive feedback from the Steering Management team.Reduced escalations by 30% with special troubleshooting / Diagnosing.