End-to-End Process Setup: Spearheaded a pilot project, creating and documenting end-to-end processes that improved service delivery and operational efficiency.• Team Leadership: Managed a team of 20 IT service desk professionals, fostering a culture of growth and accountability through performance reviews and continuous training.• Operational Excellence: Directed service desk operations, ensuring 100% SLA and KPI adherence. Achieved a 98% customer satisfaction rate by reducing average response times and resolving recurring issues.• Technology Implementation: Championed automation and the adoption of new technologies, reducing ticket volumes by 95% and improving support efficiency.• Incident Management: Led the management of high-priority incidents, ensuring effective communication and resolution for business-critical issues.• Data-Driven Strategy: Utilized data analytics to identify trends, optimize resources, and recommend service improvements, aligning support operations with business objectives.• Stakeholder Engagement: Collaborated with cross-functional teams and senior leadership to deliver insightful reports, influencing strategic decisions and process improvements.• Compliance & Risk Management: Ensured ITIL compliance and conducted regular audits to maintain service quality and mitigate operational risks.• Stakeholder Collaboration: Worked with cross-functional teams and senior management to align IT support with business objectives, providing insights through reports and dashboards.• Compliance and Standards: Ensured ITIL compliance and conducted regular audits to maintain high-quality service delivery and mitigate risks

• Trained team members in successful strategies to meet operational and targets.• Submitted reports to senior management to aid in business decision-making and planning.• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.• Supported staff development and goal attainment by focusing on skill development and job satisfaction.• Planned team-building exercises to increase employee performance and job satisfaction.• Onboarded new employees, including training, mentoring and new hire documentation.• Supervised 4 Towers and provided feedback on performance.• Applied customer feedback to develop process improvements and support long-term business needs.• Responsible for meeting the contractual SLAs and KPI for the accounts.• Responsible for managing SLAs, Daily Operations and Service Improvement.• Representing tower on Monthly/Weekly Client Reviews to discuss business updates, changes, success stories. • Evaluated employees' strengths and assigned tasks based upon experience and training.• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement

• Secure Admin Workstation (S.A.W) uses identity management that involves both a logical and a physical separation between standard privilege and high privilege network access. Understanding the logical and security aspect of the business, which is defined by security groups by network administrators and project owners. • Manage a team of 22 technical support specialists in providing exceptional customer support for application troubleshooting, networking, and systems administration issues. • Trying to implement new skills to innovate new technology. • Recognize team strengths and encourage them to take ownership of their personal development. • Analyze complex problems or proposals and build a meaningful insight which drives project and company. • Create weekly and monthly reports for management on team performance, customer satisfaction, and technical issues. • Prioritize support tickets and delegate work to team members to ensure timely resolution of customer issues. • Develop and implement process improvements to enhance the quality and efficiency of support services.• Collaborate with development and product teams to provide feedback on product issues and improvements.• The latter is worked upon in a completely secured environment, with a hybrid operating system of Windows 10/11. Tools worked with Azure Active Directory, Active Directory, Hyper-V Manager, Microsoft Office 365 apps and other Microsoft internal tools. • Creation of Virtual Machines (Mostly Windows 10 and Server 2016/2019), allocating configuration on basis of the business requirement. Maintaining and servicing of VM (Windows 10 EE only). Allocating additional resources to the VM, to meet business requirements. • Identifying the ongoing ticket trends, syncing with Engineering team (next level team) for ticket trends, issue troubleshooting, performing, and tagging in Research and Development on new issue trends regarding security threats.

• Provided technical support and troubleshooting for application and OS issues to customers and internal teams.• Collaborated with L2 and L3 teams to identify and resolve technical issues.• Escalated critical issues to appropriate teams and ensured timely resolution.• Documented support processes and procedures to improve support efficiency and consistency.• Handled customer complaints and resolved conflicts to ensure customer satisfaction and retention.