Professional Experience: - Senior Specialist, Service Operations:- Managed front-end cost releases, change management, and problem management processes.- CERT Quality Management and validation.- Monitored Data center operations using Riverbed, Net-IM, Aruba, Cisco Prime, Control-M, and Microsoft Sentinel.- Reviewed and approved knowledge base (KB) articles for publication on ServiceNow.- Conducted audits of Genesys agent calls and chat interactions to ensure service quality.- Developed Automation solutions to reduce monthly ticket volumes.- Implemented Quality checks on ServiceNow tickets, generating performance scorecards.- Handled Escalation tickets and Managed patching for technical issues, providing resolutions.- Facilitated Advanced software solutions for licensed applications, including AutoCAD and MS Project etc…- Compiled and analyzed Monthly performance metrics reports to ensure team adherence to CTTR, AHT, and OTP targets for individual engineers.- Coordinated site Switch orders, obtained Management approvals, and ensured Timely configuration in collaboration with network teams across APAC, EMEA, and NA regions.- Executed foundational Cisco switch configurations, including hostname setup, enable password configuration, VLAN creation and naming, and assigning interfaces and IP addresses to VLANs.