Team Leadership & Development - Lead, mentor, and manage a team of Service Desk analysts and technicians to ensure top-tier IT support. - Foster a culture of continuous learning, collaboration, and innovation within the team. Service Delivery Management - Oversee the end-to-end service delivery process, ensuring adherence to SLAs, KPIs, and quality standards. - Implement ITIL best practices for incident, problem, and change management to streamline operations. Process Improvement & Innovation - Identify areas for process improvement and implement strategies to enhance service efficiency and customer satisfaction. - Leverage automation and new technologies to reduce incident resolution times and improve user experience. Customer Experience & Relationship Management - Act as a primary point of contact for escalations, ensuring prompt and effective resolution of complex issues. - Build strong relationships with stakeholders and business units to align IT services with organizational goals. Performance Monitoring & Reporting - Analyze and report on service desk performance metrics, providing insights and recommendations for continuous improvement. - Conduct regular reviews of incident trends and implement proactive measures to minimize recurring issues. IT Governance & Compliance - Ensure compliance with organizational policies, data protection laws, and security standards. - Maintain up-to-date documentation of processes, policies, and procedures. Vendor & Tool Management - Collaborate with third-party vendors to optimize service desk tools and solutions. - Manage procurement and integration of new software to enhance service capabilities.

AI Model Training & Development: Worked closely with AI engineers to train machine learning (ML) models, ensuring they are fed with high-quality, annotated data to improve accuracy and performance.Data Annotation & Labelling: Managed and supervised large-scale data annotation projects, overseeing data labelling for text, image, audio, and video-based AI systems.Data Pre-processing & Quality Control: Pre-processed data for ML models, ensuring that the datasets are clean, structured, and optimized for the algorithms being used.Model Evaluation & Fine-tuning: Collaborated in evaluating AI models' performance, identifying areas for improvement, and implementing techniques for fine-tuning to achieve higher precision.Client Consultation & Customization: Engaged with clients to understand their AI-related needs, customizing training datasets to meet their specific use cases and improve model relevance.Documentation & Reporting: Created detailed documentation of AI training processes, providing insights and reports on data quality, model performance, and project outcomes.Cross-functional Collaboration: Partnered with data scientists, engineers, and product teams to align AI training objectives with business goals, enhancing AI-driven solutions.

License Management & Compliance: Managed end-to-end software licensing for high-value clients, ensuring compliance with Cisco's licensing policies and preventing discrepancies.Client Engagement & Support: Acted as the primary point of contact for clients, providing tailored solutions for licensing needs and fostering strong client relationships.License Optimization: Conducted regular audits and consultations to optimize clients' use of Cisco software, identifying opportunities to enhance efficiency and reduce costs.Cross-functional Collaboration: Worked closely with sales, technical support, and product teams to streamline licensing processes and address complex licensing issues.Data Analysis & Reporting: Monitored licensing trends and usage patterns, generating detailed reports to provide insights into licensing compliance and renewal opportunities.Training & on boarding: Led workshops and training sessions for both internal teams and clients to improve understanding of Cisco's licensing models and solutions.Successes: Project Management - Large-scale Licensing Renewal: Successfully managed a high-stakes licensing renewal project for a global telecom client, valued at $10M, ensuring a seamless transition and preventing service disruption.Client Satisfaction: Achieved a 98% client satisfaction rate by consistently exceeding expectations through proactive communication and customized licensing solutions.License Optimization for Cost Savings: Implemented a cost-saving strategy for a major client by consolidating and optimizing their software licenses, saving them over $500K annually.Automation Initiative: Spearheaded an automation initiative to streamline the renewal process, reducing administrative workload by 30%.

Network Design & Implementation: Designed, implemented, and maintained large-scale enterprise network infrastructures, ensuring high availability, scalability, and security.Performance Optimization: Monitored and optimized network performance, troubleshooting and resolving complex issues to minimize downtime and improve efficiency.Security & Compliance: Implemented robust network security protocols, including firewalls, VPNs, and IDS/IPS systems, ensuring compliance with industry standards and protecting against cyber threats.Infrastructure Upgrades: Led network infrastructure upgrades to support new technologies and business needs, such as transitioning from legacy systems to modern, high-speed networks.Collaboration & Leadership: Worked with cross-functional teams and mentored junior engineers, providing technical leadership and guidance on network-related projects.Vendor Management: Managed relationships with hardware and software vendors, overseeing procurement, maintenance contracts, and technical support.

Operational Efficiency Improvement: Implemented process improvements that reduced average task completion time by 20%, enhancing overall team efficiency.Client Retention: Played a key role in increasing client retention rates by 15% through exceptional service delivery and proactive issue resolution.Cross-functional Collaboration: Led a successful collaboration with the product and customer support teams to streamline operations, resulting in a 30% reduction in customer complaints.Leadership Recognition: Recognized as a top-performing team leader for consistently exceeding monthly performance targets and maintaining high employee engagement.Cost-saving Initiative: Identified and eliminated operational redundancies, leading to a 10% reduction in operating costs while maintaining service quality.High Team Morale: Fostered a positive team culture, achieving a 95% employee satisfaction rate and significantly reducing turnover.